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Impact Concept Design Future Expansion Staffing Model Process Flow Chart Simio Model Seattle Children’s Research TechBar Abigail VonFeldt, Austen Lane, Edward Cho, Adrian Pydych, Helene Hawes, Robert Crittenden Introduction Partners Values Indices of Performance Turnaround Time Calls Per Day Same Day Resolutions Net Promoter Score Number of Customers Standardized Processes • Structure TechBar services for a pilot opening and future growth plan Our Goal • Care to employees leads to care for patients Compassionate Care • Opportunities for underserved communities Generous Community Tech Bar Excellence Collaboration Equity Innovation Integrity Compassion Benefits Standard documentation that can continuously be added to Readily available list for Tech Bar employees/intern to refer to Helps employees gain an understanding by viewing the process through the customer’s perspective Being prepared for difficult situations that can arise from customer interactions Collect Street Beans data • Hours of operation • Typical customer flow • Year long customer input data Collect Seattle Children’s IT data • Service times • Busy times • Service offerings • Ticket distribution Input to Simio model • Store layout • Service time variation • Customer input variation • Space constraints Validate and verify outputs • Customer flow • Bottlenecks • Customers served • Store hours • General public • Storefront feel • Education Clientele Expansion • Larger space • More employees • More Tech Bar locations Space Expansion • Scheduled services • Equipment drop off and delivery • Scheduled education services IT Concierge Seattle Children’s Hospital is aiming to raise the standard of their IT service, starting with a groundbreaking in-person IT support location called the TechBar FMEA • Maintains and expands Seattle Children’s values for a consistent customer experience Values driven design • TechBar is first of its kind within Seattle Children’s IT services Pioneer people oriented IT support • TechBar success will lead to more locations and services Possibility for expansion • Better IT support results in better quality care for patients and faster research Improved IT experience Special Thanks to: Seattle Children’s Hospital, France St-Laurent, Melvin Smith, Zafar Chaudry
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