business relationship management - houston chapter

Business Relationship Management

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1

Shemika Willis, MBAAssistant Director, Enterprise Systems

Nikki Blaze, RHIT, MBA

Lead, Relationship Analyst

Welcome

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Speakers

Relationship Management LeadInformation Services

Texas Children’s Hospital

Assistant Director, Enterprise Systems ClinicalInformation Services


3

Nikki Blaze, RHIT, MBA Shemika Willis, MBA


Agenda

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Overview Business Relationship

Management Program

Challenges and

Accomplishments to

BRM Program

Texas Children’s

Background

Approach to BRM

Program1

2

3

4

5Day in the life of an

BRM

6 Questions


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Overview of Business Relationship Management Program• ITIL Framework

• Maintaining a positive relationship with customers

• Identifying customers’ needs

• Ensuring appropriate services are implemented to meet the needs

• Formal program to understand, define, and support business activities

• Knowledge, skills, and competencies to encourage a positive relationship

• Liaison to reduce IT barriers

• Face-to-face interactions around solutions and service delivery

• Bottom line… Create and maintain a positive relationship with your customers through a

solid partnership

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8

Assistant Director Lead ISRM ISRM Analyst ISRM Analyst

Shemika Willis, MBANikki Blaze, RHIT, MBA Constance Perkins Andre Branch

Meet the Team


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Education

Events

Professional

Facilitators

Collaboration

NetworkingQuality

PresentationsInformation

Services Relationship

Management

Analytics

Customer Service

Excellence


Approach to BRM Program

• Texas Children’s Hospital Information Services leverages the Business Engagement model

• Purpose of Business Engagement:

• Ensure IS understands the customer’s perspective of service in order to prioritize its services

• Ensure high levels of customer satisfaction by staying engaged and providing a consistent forum for discussing concerns

• Identify technology trends that could potentially impact the type, level or utilization of services provided

• Establish and articulate business requirements for new services or changes to existing services

• Ensure IS is meeting the business needs of the customer

• Business Engagement process includes a monthly meeting with each business

• Monthly scheduled meetings

• Presentation prepared

• Agenda items:

• Projects Portfolio

• Prioritization of Projects

• Action Item Review

• Other topics

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TCH IS BRM Initial Program

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IS Business Engagement

Meetings

Purposeful Proactive Rounding

Project Delivery Support

Advocate, Partnership, Alignment


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Redesign for the Future

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Flexibility

Adaptability

Courageous

Agility

Advocate, Partnership, Alignment


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Business Relationship

Management

BEMs

VirtualRounding

Project Delivery Support

Ticket Assistance

Project Managemen

t

Governance Support

eHealth

Reimagining Value-

Added Services


AMB

57%

EC

2%

INPT

41%

Number of Visits FY19

AMB

EC

INPT

9 10

25 22 1923

19

3438

2620 21

1 0 6 4 5 5 6 913

9 9 911%

0%

24%

18%

26%22%

32%26%

34% 35%

45% 43%

0%

10%

20%

30%

40%

50%

0

10

20

30

40

Nov-18 Dec-18 Jan-19 Feb-19 Mar-19 Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 Oct-19

Ticketed vs Resolved Issues YTD

# of Issues # Resolved Onsite % Resolved Onsite Linear (% Resolved Onsite)

458474262

1220

926

1388

101

1529

133306321

206061

326210

1057

639

2215

0

500

1000

1500

2000

2500

Total Number of

Contacts

Total

FY19

Metrics from FY19


9/28/2020

16

Microsoft Planner Analytics


Challenges to BRM Program

• Internal Information Services team buy-in and support

• Relevant information to share with the customers

• Appropriate audience for the meetings and rounding

• Operation alignment and support

• Recurring meetings with Leaders from IS and Operations

• Meaningful metrics

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Accomplishments of BRM Program

• Established business engagement meetings with our operational and IS Leadership

• Aligned program services to the business engagement services

• Ticket assistance with operational partners

• Governance participation

• Proactive Rounding

• Created a virtual rounding program

• Project Delivery Support since COVID-19

• Additional services since COVID-19

• Project Management

• eHealth training sessions and support

• Ticket Assistance

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Day in a Life of an ISRM

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Admin Day (Full Day)Team Meeting

BEM Presentation ReviewsTeams – Planner/ Assignment

IS Communication ReviewReview of the Project Portfolio

Monday Tuesday Wednesday Thursday Friday

Ticket Assistance Day-Work aged ticket assigned

to ESC(Enterprise System Clinical)Business Engagement MeetingAmbulatory Virtual Rounding

Documents updates on projects

Workgroup MeetingOptimization meeting

BEM Action ItemBEM project prioritizations

Project Toolkit reviewsUpdate inhouse project list

Telemedicine Session w/ Providers (virtual)Update Reports

Facilitate toolkit meetingFollow-up meeting

Inpatient Virtual RoundingEducational training

Admin Day (Half Day)Department Meeting

BEM Follow-upBEM minutes

Update Teams plannerPrep for the following week

Business Engagement Meeting


Questions

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