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Case Studies > Healthcare Industry Case Study Maintainance and Support Service Organization Change Requests

Healthcare Industry Case Study Maintainance and Support Service Organization Change Requests

Technology Category
  • Functional Applications - Enterprise Resource Planning Systems (ERP)
  • Analytics & Modeling - Predictive Analytics
  • Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
  • Healthcare & Hospitals
  • Software
Applicable Functions
  • Business Operation
  • Quality Assurance
Use Cases
  • Process Control & Optimization
  • Predictive Quality Analytics
  • Remote Asset Management
Services
  • System Integration
  • Software Design & Engineering Services
  • Training
The Challenge
The Maintenance and Support Service Organization (MSSO) at Northrop Grumman faced several challenges in managing change requests and the integration of MedDRA terms. The process was complex, requiring a full medical review and consensus from an international medical committee based on strict MSSO guidelines. The information flow was uncontrolled, with requests passing through multiple systems and manual steps, making it difficult to track the status or generate detailed reports. Bottlenecks were unavoidable due to the approval hierarchy, and manual interventions increased the risk of errors, potentially leading to noncompliance with MSSO standards.
About The Customer
Northrop Grumman Information Systems is a leading global provider of advanced solutions that deliver timely, enabling information to military, intelligence, civilian, state, local, and commercial customers. With a $10 billion business, Northrop Grumman employs approximately 35,000 employees and has offices in 50 states and 18 countries. The company is known for its rigorous and complex processes, especially in the Maintenance and Support Service Organization (MSSO), which requires meticulous tracking and management of change requests and MedDRA terms. Northrop Grumman's commitment to excellence and adherence to stringent guidelines make it a significant player in the industry.
The Solution
To address these challenges, Northrop Grumman implemented Ultimus Workflow, a comprehensive solution comprising developer tools, a relational database, a worldwide web server, and administration utilities. The Designer tool allowed developers to graphically map business processes to the workflow, ensuring each step was clearly defined and linked. Processes could be simulated in a sandbox environment to identify bottlenecks and make necessary adjustments without impacting current workflows. The solution facilitated seamless information flow, improved visibility, and accurate tracking of requests. Data entry and display were managed through electronic forms, and spreadsheets were used for data transfer and algorithm execution. The implementation was smooth, with immediate results in process automation, simplification, and compliance with MSSO standards.
Operational Impact
  • The implementation of Ultimus Workflow led to a significant decrease in processing time, allowing Northrop Grumman to handle change requests more efficiently.
  • The risk of errors was reduced, resulting in fewer requests and improved compliance with MSSO standards.
  • The ability to simulate new processes in a sandbox environment allowed for risk-free testing and adjustments, ensuring smooth transitions and continuous improvement.
Quantitative Benefit
  • Decreased processing time by 30%.
  • Reduced error rate by 25%.
  • Improved request handling efficiency by 20%.

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