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Making It Easy to do Business How Baxter Healthcare is Applying Technology

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Page 1: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%

Making It Easy to do

Business

How Baxter Healthcare is Applying Technology

Page 2: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%

Baxter A leader in healthcare for more than 80 years

$15.3 billion sales; 61,500 employees; NYSE

1,500 employees ANZ

1 Manufacturing plant

8 Pharmacies

In house Logistics

Page 3: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%

Commercial business units

Medication Delivery - intravenous

(IV) solutions & anesthetic gases

Renal – home and hospital based

therapies for people with end-

stage kidney disease.

Pharmacy - 8 compounding

centres in ANZ

Bioscience – vaccines and plasma-

based proteins to treat hemophilia

and other bleeding disorders

Page 4: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%

The Journey

Internal Systems – ERP Consolidation & BI

Marketing Systems – Digital Closed Loop

Customer and Patient Experiences: The Perfect Order

First Call Fix

Page 5: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%

JDE Instances - Current Total: 28 (as of Jan 2006) Finance (27), Distribution (20), Manufacturing (10)

Cognos

LAM B3

EMEA B5

APAC B4

NA B1

C3ME B2

Hyperion

Legacy: 31 Instances JDEdwards 7.x No process/governance Current: 5 Instances JDEdwards 8.12 Global process/data

Global ERP

Consolidation

Page 6: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%

The Journey Internal Systems – ERP Consolidation & BI

Marketing Systems – Digital Closed Loop

Customer and Patient Experiences: The Perfect Order

First Call Fix

Page 7: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%
Page 8: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%

Integrated solutions

Medical Databases

Learning Management

System

Web Analytics

Video Streaming

FAST Onsite Search

Event Management

System

Digital Tool Kit

News Aggregation

Service

Baxter Professional

Website

Page 9: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%

The Journey Internal Systems – ERP Consolidation & BI

Marketing Systems – Digital Closed Loop

Customer and Patient Experiences: The Perfect Order

First Call Fix

Page 10: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%

Customer Interactions

40% EDI

<5% Web, email, voice

>50% fax orders

Patient Interactions

99% voice

= high touch/manual

Page 11: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%

Reduce Order Errors

25 July 2014

0.87%

0.68% 0.67%

0.61% 0.66%

0.32% 0.31%

0.21% 0.22%

0.11%

0.21% 0.22%

0.29%

0.00%

0.20%

0.40%

0.60%

0.80%

1.00%

May-13 Jun-13 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14

Order Entry Credits to Manual Orders (%)

Order Entry Credits to Orders Target % Order Entry Credits %

Page 12: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%

Total Monthly Credits

25 July 2014

May-13 Jun-13 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14

Monthly Credits by Dept - Value

Finance QA Customer Service Pricing

Distribution Pharmacy Customer Error Homecare

Sales & Marketing Blank Value Total

Page 13: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%

JDE Dashboard

Page 14: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%

SFDC

Page 15: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%

Call Quality

25 July 2014

61

14

60 66

83

91

77

27 29

56

49

41

50

17 3

26 27 32

35

22

12 17

26

19

26 24

86 90.5 92 92 93.5 94.5 95.5

88.5

95 98 96 95.5

91.5

80 85

90

0

20

40

60

80

100

120

May-13 Jun-13 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14

Call Quality Measures

Calls Evaluated Coaching sessions Call Scores (%) Call Score Target (%)

Page 16: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%

Last weeks data

Page 17: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%

CIC Reporting

Page 18: Making It Easy to do Business - IDG€¦ · 99% voice = high touch/manual . Reduce Order Errors 25 July 2014 0.87% 0.68% 0.67% 0.61% 0.66% 0.32% 0.31% 0.21% 0.22% 0.11% 0.21% 0.22%

Total Monthly Credits

25 July 2014

Number Answer Point Voicemail

1800623962 0288601907 [email protected]

1800812738 0288601924 [email protected]

1800812735 0288601925 [email protected]

1800812736 0288601926 [email protected]

1800812737 0288601927 [email protected]

1800061496 0288601942 [email protected]

1300789646 0288601929 [email protected]

1300789646 0288601930 [email protected]

1300789646 0288601931 [email protected]

1300789646 0288601932 [email protected]

1800812740 0288601902 [email protected]

1800061491 0288601906 [email protected]

1800284600 0288601934 [email protected]

1800061495 0288601935 [email protected]

1800061494 0288601941 [email protected]

1800061493 0288601989 [email protected]

1800858833 0288601936 [email protected]

1800812743 0288601938 [email protected]

1800854009 0288601940 [email protected]

1800224352 0288601946 [email protected]

1800061554 0288601934 [email protected]

0800220030 095742429 [email protected]

0800466322 095742452 [email protected]

0800660030 095742453 [email protected]

0800229837 095742451 [email protected]

0800466322 095742452

0800220030 095742429

1800063093 0288451699 [email protected]

0800229832 [email protected]

Tech Services NZ

Customer Service AU

Homecare AU

Homecare NZ

Customer Service NZ

Tech Services AU

1800 BAXTER

&

NPS


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