OHSUG 2012 presentation - SmartHelp - Driving compliance with integrated quality & training

Driving compliance with integrated quality and training

OHSUG

4 – 7 November 2012

Becky Read – Senior Consultant

Business Scenarios

• Companies underestimate the importance of training and support

• Tendency to focus project budget on software implementation

• Implementation overrun causes reallocation of training and support budget

• Training and support are system centric and not business process focused

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What is the result?

No central repository or

self help option

Users revert to old methods

Leads to inconsistencies

in process, data and

template use

Resulting in:• High support cost• User frustration• Incomplete/poor

quality data• Poor compliance

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Requirements Single point of reference for support, templates, system help and SOPs

Provide help and reference material that both system and process orientated

Capability to locate help by searching, using business process maps, or by system location

Support content should address both what and how

Ability to access support from within active system

Common support environment for all clinical systems

Ideal solution?

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• Web-based support portal that can be accessed from within Siebel Clinical

• User chooses support route:• Drilling down through the business process• Selecting a system screen• Searching a database of help content

• Provides a central location for all reference and help material

• Can be customised to meet client requirements

Solution – Smart Help

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Solution – Smart Help

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Help via Business ProcessThe business processes are hierarchical allowing the users to drill down through 3 levels of detail. The first screen allows for phase selection.

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Help via Business ProcessLevel 1 provides the business process flow, the steps and the department responsible.

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Help via Business ProcessLevel 2 provides process detail for each level 1 process Step and the CTMS screen the step is performed on

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Help via Business ProcessLevel 3 provides the task, the CTMS screen the task is performed on and by who for each level 2 step. Clicking on the system box will display the relevant system simulation for that task

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System SimulationsBuilt using Oracle’s UPK product, the simulations walk the user through the tasks step by step live in the system

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Benefits

• Improved user adoption of new systems or process changes

• Reduction in help desk calls• More efficient new employee ramp-up• Increase in consistent use of templates• Improved data quality• Ability to efficiently share information with all users• Increase in compliance levels• Facilitate change management• Improved integration between business process and

supporting systems

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Biography

Becky has been working for Triumph for more than six years, having joined as a consultant and training specialist. During her time with Triumph, Becky as worked for more than ten different clients in the biosciences industry, delivering services ranging from training, business analysis, and software development, right through to full CTMS implementation management.

Prior to joining Triumph, Becky had set up and managed the IT helpdesk for a large CRO, and became involved in supporting Siebel Clinical users after a global rollout.

Becky’s industry experience, eye for detail, passion for client satisfaction and general management capability led her to be promoted to Senior Consultant in 2010, reporting directly to Triumph’s COO.

Becky continues to work with Siebel Clinical on a regular basis, and has been focusing on the development of Triumph’s multi language CTMS product in between client engagements.

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Contact

Becky Read

[email protected]

Office: +44 1279 812550

Website: www.triumphconsultancy.com

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Any questions?