Post on 05-Jun-2020
Making It Easy to do
Business
How Baxter Healthcare is Applying Technology
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
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
The Journey
Internal Systems – ERP Consolidation & BI
Marketing Systems – Digital Closed Loop
Customer and Patient Experiences: The Perfect Order
First Call Fix
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
The Journey Internal Systems – ERP Consolidation & BI
Marketing Systems – Digital Closed Loop
Customer and Patient Experiences: The Perfect Order
First Call Fix
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
The Journey Internal Systems – ERP Consolidation & BI
Marketing Systems – Digital Closed Loop
Customer and Patient Experiences: The Perfect Order
First Call Fix
Customer Interactions
40% EDI
<5% Web, email, voice
>50% fax orders
Patient Interactions
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%
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 %
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
JDE Dashboard
SFDC
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 (%)
Last weeks data
CIC Reporting
Total Monthly Credits
25 July 2014
Number Answer Point Voicemail
1800623962 0288601907 CustomerService_NSW@baxter.com
1800812738 0288601924 CustomerService_NSW@baxter.com
1800812735 0288601925 CustomerService_NSW@baxter.com
1800812736 0288601926 CustomerService_NSW@baxter.com
1800812737 0288601927 CustomerService_NSW@baxter.com
1800061496 0288601942 CustomerService_NSW@baxter.com
1300789646 0288601929 CustomerService_NSW@baxter.com
1300789646 0288601930 CustomerService_NSW@baxter.com
1300789646 0288601931 CustomerService_NSW@baxter.com
1300789646 0288601932 CustomerService_NSW@baxter.com
1800812740 0288601902 Homecare_ANZ@baxter.com
1800061491 0288601906 Homecare_ANZ@baxter.com
1800284600 0288601934 Homecare_ANZ@baxter.com
1800061495 0288601935 Homecare_ANZ@baxter.com
1800061494 0288601941 Homecare_ANZ@baxter.com
1800061493 0288601989 Homecare_ANZ@baxter.com
1800858833 0288601936 Homecare_ANZ@baxter.com
1800812743 0288601938 Homecare_ANZ@baxter.com
1800854009 0288601940 Homecare_ANZ@baxter.com
1800224352 0288601946 Homecare_ANZ@baxter.com
1800061554 0288601934 Homecare_ANZ@baxter.com
0800220030 095742429 Homecare_ANZ@baxter.com
0800466322 095742452 Homecare_ANZ@baxter.com
0800660030 095742453 Homecare_ANZ@baxter.com
0800229837 095742451 CustomerService_NZ@baxter.com
0800466322 095742452
0800220030 095742429
1800063093 0288451699 ANZ_CS_TechServices@baxter.com
0800229832 ANZ_CS_TechServices@baxter.com
Tech Services NZ
Customer Service AU
Homecare AU
Homecare NZ
Customer Service NZ
Tech Services AU
1800 BAXTER
&
NPS