Session 305: Building a Center of Excellence: The EmoryHealthcare Success Journey! (Case Study)

Jeff Rumburg (Managing Partner, MetricNet, LLC)

Location: Royal Melbourne

Date: Tuesday, October 16

Time: 3:15pm - 4:15pm

Pass Type: Conference and Expo Package - Get your pass now!

Track: Decisions That Drive Results

Format: 60-Minute Case Study

Vault Recording: TBD

In 2016, Emory Healthcare's support organization faced a host of serious challenges: the company was growing rapidly through acquisition; the support organization was fragmented, scattered across multiple departments; metrics were immature, ITIL processes nonexistent; and there was little accountability in the organization. Additionally, new technologies continued to be rolled out across a complex network of healthcare providers and facilities. In short, the IT environment was chaotic, unpredictable, and virtually impossible to support.

Today, Emory Healthcare has one of the top-performing support organizations in the healthcare industry. By maturing their metrics, adopting ITIL processes such as incident and problem management, and creating a system of performance scorecards, Emory Healthcare broke the cycle of reactivity, tamed the chaos, and transformed its support organization into a Center of Excellence. Attend this session to learn about:

• The ITIL processes that yield the biggest benefit
• Using metrics to drive accountability
• Consolidating support in a fragmented environment
• The importance of messaging in the transformation process