A medical association creates a manageable roadmap for the future

IBM software provides the insight needed to improve customer service

Published on 31-Aug-2012

"I think IBM has given a lot of thought to its product portfolio, so it supports business agility from the strategy phase, through goals and business vision development, and right on through the implementation phase." - An enterprise architect, medical association

Customer:
A medical association

Industry:
Healthcare

Solution:
Business Process Management (BPM)

Overview

This medical association represents accredited medical schools in the United States and Canada, major teaching hospitals and health systems, and numerous academic and scientific societies. Through its many programs and services, the association seeks to strengthen the world’s medical care by supporting a broad spectrum of education, research and patient-care activities conducted by its member institutions.

Business need:
With three lines of business—including application services, research and analysis—this medical association had redundancies and potentially repeatable processes that weren’t being shared.

Solution:
The association implemented the IBM Blueworks Live offering along with IBM Business Process Manager software, gaining greater insight into workflows, bottlenecks and areas for process improvement.

Benefits:
The solution offers insight into customer data needs and can enable the association to create a more manageable roadmap consisting of small, viable, high-impact solutions instead of drawn-out multiyear projects.

Case Study

This medical association represents accredited medical schools in the United States and Canada, major teaching hospitals and health systems, and numerous academic and scientific societies. Through its many programs and services, the association seeks to strengthen the world’s medical care by supporting a broad spectrum of education, research and patient-care activities conducted by its member institutions.

Challenge
The association has continuously grown over the past 60 years, adding new members and applications. The company’s lack of processes became apparent in numerous key areas. For example, the organization had no process for determining the business value of requirements that members requested. Therefore, the association often developed artifacts that were either not really needed or duplicated elsewhere.

In addition, with three lines of business—including application services, research and analysis—the association had redundancies and potentially repeatable processes that weren’t being shared. In some cases, processes were extremely ad hoc. When the association received a request for medical data, a staff member might have to contact several people before finally figuring out how to obtain the necessary data. With such little oversight of processes, it was virtually impossible to track key process indicators (KPIs) or provide metrics on processes.

Solution
The association implemented the IBM® Blueworks Live offering and worked with IBM to discover and model its processes. The organization began by putting one project into the Blueworks Live application. However, it had 15 projects within six months. Once the association began modeling processes, the company realized it needed greater insight into these processes as they happened. Therefore, the organization implemented IBM Business Process Manager software, which gives management greater insight into processes and helps enable stakeholders to make changes on an ongoing basis. In addition, Business Process Manager software can enable the association to create a final baseline and process models for projects, including benchmarks and metrics. So once a project is complete, the organization can go back in and make sure that developed applications meet expectations.

Benefits
• Provides insight into customer data needs so the organization can be more proactive about its analytics and data management
• Allows the association to craft a more manageable roadmap with small, viable, high-impact solutions rather than drawn-out multiyear projects
• Delivers better process visibility, helping enable the association to optimize hidden information and benefit from a more holistic view

For more information
To learn more about IBM Blueworks Live or IBM Business Process Manager software, please contact your IBM marketing representative or IBM Business Partner, or visit the following websites, ibm.com and ibm.com/bpm.

Products and services used

IBM products and services that were used in this case study.

Software:
IBM Business Process Manager Standard

Legal Information

© Copyright IBM Corporation 2012 IBM Corporation Software Group Route 100 Somers, NY 10589 Produced in the United States of America August 2012 IBM, the IBM logo, ibm.com and Blueworks Live are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates. The performance data and client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.