When Managed Services Met Internal Commitment…
Many people might associate Valentine’s Day with flowers or chocolates or candlelit dinners. This Valentine’s Day, STANLEY Healthcare has a different kind of “love story” to share. It’s about a match made in heaven: Tag Management services plus a dedicated resource from our customer’s organization.
We heard about this power couple from Jim McNally, who directs STANLEY Healthcare’s Managed Services. Jim explained how a longtime user—over ten years—of the MobileView platform had outgrown its system capacity. Working with the STANLEY Healthcare Professional Services team, the hospital upgraded its system with new servers. But it soon became clear that there was no clear process or accountability for managing tags—and issues were arising that were eroding the benefits of the system.
As the number of tags and assets that could not be located continued to grow, the customer’s management realized they had to make some changes. Jim says they found the solution by investing in STANLEY Healthcare’s Tag Management service—while assigning a resource dedicated to managing the program.
It’s now been a full calendar year since the customer engaged STANLEY Healthcare for Tag Management. The internal resource has done a fantastic job digging into the process and optimizing it for the best throughput and quality. Along the way, we’ve all learned some valuable lessons:
1. Break up (projects, that is). Ongoing low-battery issues are a routine component of the Tag Management Managed Service. Beyond that, prioritize the projects that you want the team to focus on. Be reasonable in scope and expectations by parsing out projects and completing one project before moving on to the next.
2. Have eyes for data. This customer created dashboards in Tableau using MobileView data. As just a few examples, these dashboards help in monitoring progress against plan; locating tags that were missed (a common challenge in tag management); and identifying areas that need technical attention.
3. Dress your best. At the onset, the customer’s internal lead took the time to clean up naming conventions and address practices that weren’t up to par. This helped streamline the system—reducing unnecessary alerts and overly complicated configurations.
4. Follow the leader. As the person responsible for the success of the program, the customer’s resource demonstrated ownership by addressing issues quickly and holding others accountable for addressing issues impacting the system.
Our customer’s commitment—together with the diligence of STANLEY Healthcare’s on-site technicians—has delivered results anyone would love. At the end of 2016, the customer could locate only 70% of tagged assets. Thanks to process and technical improvements over the past year, the hospital can now locate 96% of nearly 8,600 tagged assets, and planning to add another 2,000 more assets this year. We’re pleased that the hospital has renewed its Managed Services for 2018—and we’re excited to support additional efforts to expand the system and drive even greater improvement.
How could Managed Services help your hospital spark better results, too?