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Applicatieplatform congres 12 & 13 maart

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Business Intelligence Proactive service by using BI Erik Zeldenrust Program Manager Radar Philips Healthcare

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Agenda Understand the Business Process Overall Architecture Radar Philips Healthcare Netforum

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Royal Philips One of the largest global electronics company with sales in 2007 of EUR 27 billion (Healthcare 6.7 billion) Multinational workforce of 124.000 employees Active in the areas of medical systems, domestic appliances and personal care, consumer electronics and lighting Present in over 60 countries Healthcare Lifestyle Technology

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Product Lines in Philips Medical Systems MRNuclear MedicineGeneral X-RAY Ultrasound CT Patient MonitoringCardiovascularHealthcare Informatics

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Agenda Understand the Business Process Overall Architecture Radar Philips Healthcare NetForum

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Service delivery and reliability Hospitals are facing: Budget constraints, staff shortages and turnover Increased number of patients, waiting lists Results in increased focus on productivity, ROI and skill management Extended operational hours Increased number of patient cases Harmonized user interfaces to downsize necessary training Customer expectations on the systems Improved productivity of the delivered equipment and services Need for up-time/availability of the system (Higher system endurance / quality MTBF) Skill management of hospital employees (effective application training concepts leadership in services) Pushing product support service to fringes of the day, during nights or in weekends

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Key Performance Indicators for Medical Systems Call rate (Customer Call avoidance by pro-active maintenance) ETTR (Elapsed Time To Repair) MTTR (Mean Time To Repair) FTF (First Time Fix Rate) FCO (Field Change Order) cost Upgrade Cost Planned Maintenance cost

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Change of service delivery process From Reactive towards Proactive / Predictive

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Tier 1 FSE System Fails! FEDEX SSD FSE Re-active support

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Pro-active/ Predictive support Tier 1 FSE Pro-active / Faster resolution / Improved uptime Remote fix 1 System notifies Philips

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Agenda Understand the Business Process Overall Architecture Radar Philips Healthcare NetForum

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The Heartbeat of our Remote Solutions Deploying Intelligent Device Management (IDM) solutions via the Remote Services Network System Utilization Reports Hospital A Hospital B Hospital C 24x7 Monitoring Application Training & Support Software Updates IDM real-time connection PHILIPS CUSTOMerCARE Internet

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Overall Architecture Remote Services Network SAP ERP SystemClarify CRM System INTEGRATED SYSTEMSFAULT MONITORING Launchpad & service apps RSN Data Center Citrix PSAPSA PSA M2M Enterprise SW DISTRIBUTION CCC/BU Admin HCF-B HCF-C HCF- A REMOTE MONITORING REMOTE DIAGNOSTICS CCC/RTAC Support Specialist

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Agenda Understand the Business Process Overall Architecture Radar Philips Healthcare NetForum

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Radar RADAR is an acronym for Remote Application for Diagnostics Analysis and Reporting and provides an infrastructure for all Business Units and Service organizations to gather daily log files containing error and performance information from thousands of systems, aggregated with Business Information and provide one common Microsoft reporting and Archiving infrastructure to our internal and external customers. Build on the Microsoft platform using:.NET 3.5 SQL Server 2005/2008 SSAS (OLAP & Data Mining) SSIS/ Scripting Reporting via: MS Reporting (SSRS).Net & Dundas Proclarity & Performance Point and Excel 2007 Pilot Report builder Monitored by SCOM

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Radar Provide added value services for remote services for modalities and GCS, by delivering system tailored system information and services, for an optimal modality and GCS performance. Target groups Imaging modality users: Customer Care Centre employee, Developers (of clinical systems), Helpdesk employee, Operations employee, Service innovations employee, Third party (e.g. supplier clinical components and material like helium level), Marketing and GCS. modality owners / management: Customer Service directors, BU and key markets. Healthcare organization: Customer Service, Marketing, Clinical science, Application, Research & development, multi BU as CV, MR, CT, GXR and US. For the other modalities only RSN Connectivity Reports available. Technical Solution Build on Microsoft platform using: TFS.NET 3.5 SQL Server 2005/2008 SSAS (OLAP & Data Mining) SSIS Monitored by SCOM With reporting via: MS Reporting (SSRS).Net & Dundas Proclarity & Performance Point and Excel 2007 Added Value RADAR is an acronym for Remote Application for Diagnostics Analysis and Reporting and provides an infrastructure for all Business Units and Service organizations to gather daily log files containing error and performance information from thousands of systems, aggregated with business information and provide one common reporting and archiving infrastructure to our internal and external customers.

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Target groups Proactive monitoring mainly Development and Service Imaging modality users: Customer Care Centre employee, Developers (of clinical systems), Helpdesk employee, Service innovations employee, Third party (e.g. supplier clinical components and material helium level), Marketing, Field service engineers, Customer Service directors.

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Datafile Transfer New EntriesStored Medical Device Microsoft OS Event Log Commands User Messages Information Not Used Stored Zipfile 2 Zipfile 1 1 2 RSN 3 Zipfile 2 1.Agreement with the Hospital. 2.Never Patient related information 3.Batch wise once a day 4.On Demand 15 minutes

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Some figures 1 Medical System = Large Server (Microsoft 2003, SQL Server) 1 Medical System can store 10 events per ms. > 4000 Medical Systems connected (45.000 planned) Log files Storage ( > 100.000 log files a month) Total amount of files > 20 TB unzipped OLTP and DWH (> 2 TB) >10 milj records upload a day DWH contains bilj. records 24 hours/7 days a week operational

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Radar and BI Information Explorers Information Consumers Interactivity/Complexity Analysts 5-10% 65-80% 15-25% Reporting Services/.Net Performance Point/Excel Proclarity/Excel/Minitab < 1% SSAS and Excel/Prom Data/Process Mining

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Radar Architecture RADAR Operational RADAR DWH

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Radar DWH Extract Transform Load Domain (ODS) Data Warehouse Domain Cube Generation Domain Sources SSIS SQL Server Integration Services SSAS Server SQL Server 2005/2008 Business Intelligence Domain Performance Point Cube Excel 2007 SSRS Proclarity Share Point SCOM Others

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Radar and BI

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Radar and BI (Raw Files)

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Monitoring Example: MR He+ boil off

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Radar and BI (PDF)

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Radar and BI (Mail Alert)

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Radar and real BI

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SharePoint with Excel Services

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Excel Excel is becoming more and more important for Radar users due to: Self Service and Off Line Reporting Forecasting algorithms for proactive BI Flexibility with > 300.000 records Direct connection with the Radar database (Single point of truth) Statistical and data mining functionality.

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Radar and other BI tooling

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Radar and non BI Complex workflows around knowledge base Web Service enabled

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Workflows and Reporting Screen clipping taken: 2009-02-22, 3:53 PM

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Web Service enabled To provide reports within 20 minutes after a trigger on the medical system in the hospital. Integrated in the Call Center processes

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Who/What is Monitoring Radar ? Monitoring IT Processes Hardware Storage ETL Processes Monitoring Web Usage Top 10 Reports Web Performance Usage

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Radar Application monitoring via SCOM

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Proactive Monitoring Web Performance

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Proactive Monitoring Web Usage

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Agenda Understand the Business Process Overall Architecture Radar Philips Healthcare NetForum

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Why Pro Active Monitoring in Hospitals ? For Example: 250 Work days 12 Patients per day + 1% Uptime = 30 more patients

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NetForum Delivering a win-win proposition for Philips Healthcare and its customers; providing invaluable information for hospitals and Clinical Image Centers for two user groups being; End users Radiologists, Cardiologist, Senior Clinicians etcetera Have to cope with the advanced and specialist nature of the equipment. Product owners CEO, COO, financial managers etc Are forced to perform sophisticated financial planning and calculated decision making to deal with: Significant investments (0.5 - 1.2 M) Long lifetimes (8 - 12 years),

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NetForum End users need: Clinical information exchange and education ExamCard exchange and direct download Application and product training Easy Web-enabled access Product owners need: Insight how the scanner can upgraded to the latest technology Ability to try and buy SW options and coils Detailed insight how the scanner is used Information and support to identify and implement improvements and proactive monitoring of the usage

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Netforum Collaboration

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Netforum Reporting

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Hospital specific reports

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Benchmark

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Why Microsoft for Remote Monitoring Philips Healthcare is one of the largest SQL Server consumers MS Software installed on the medical systems Integration of the software on the medical systems and remote service applications in Philips Healthcare License costs, Development costs and Maintenance costs (DBA) Microsoft developers are easy to find, so projects are easy to scale One Microsoft BI Developer can develop the whole IT chain (ETL, DWH/OLAP and Reporting) Time to market is very short (pilots) MS tooling has proven to be scalable for a large amount of data ( DWH > 1.000.000.000 records) Excellent End user Performance Open environment (non MS tooling as statistical and data mining tooling) is critical for development of systems User experience

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