London Ambulance Service New System Implementation - Case Study Example

London Ambulance Service: A New System Causes a Disaster This report presents a detailed analysis of third level work system method. In this report I will present a detailed overview of the selective concerns from the London Ambulance Service (LAS) new system implementation. This research will explore the main performance indicators and main problems in the overall system operational structure. Work System principles In this work system principles checklist I will analyze the main problems regarding the London Ambulance Service (LAS). Customer From this prospective we need to assess the customer’s needs and requirements regarding the system development Customer’s satisfaction London Ambulance Service (LAS) was operational through the old manual technology. Management has decided to implement a new system that can manage the customer complaints in a better way. The new system was developed and implemented, but during its first day of operating the system could not perform and manage the emergency calls effectively. The developer of this system was not able to fulfill the main quality parameters. The testing of the system was not completely done and system was not in condition of the complete deployment. Though they have deployed the system by overlooking the main quality parameters. This system needs to be developed under the strict quality parameters. This system is not an ordinary system, this system should be helpful in saving lot of lives but the overall parameters of the safety were overlooked and development of system was not done according the proper quality parameters. Here the customer satisfaction was not given high importance. Products & Services This area of the system development is about the detailed handling and management of the main products and services we will deliver to the customer Match process flexibility with product variability. The main reason of the London Ambulance Service’s new rule based system failure is the system inflexibility for managing several different types of the situations. This system needs to be developed according to the diverse situations those can emerge during the physical operating in the real world. For example this system was not able to manage the multiple calls for the similar number. This system was also not able to deal with some black spot means the some invalid information or response for the Ambulance Service crew in the field. In this situation the system was completely failed to manage such situation in a better way and this led to a huge breakdown of the system. Work Practices (Major activities and Processes) In this scenario we are aimed to discuss the main activities and processes we will offer in our projected system regarding its overall development. Perform the work efficiently The network structure of London Ambulance Service was working through an average efficiency. The new system implementation has completely slowdown and stopped overall operational structure of the London Ambulance Service. This system was next day transformed to semi automated system. However after some time the new system was completely crashed and after that never started. The London Ambulance Service had to return the manual processing mode again. The new system was a totally collapse and never offered a great advantage regarding the enhanced system working. So we can say that London Ambulance Service rule based system never offered a great performance of services. Participants This area of the system is entitled to offer easiness to main system user and participants those are required to use the system Serve the participants The new rule based system for the London Ambulance Service never served in a better way to its participants. This system was not effective for all the type of users. This system had never offered a better support to the Ambulance Staff, Dispatching Staff, Telephone Operators and system handlers. This system always offered difficulties in overall operating. For instance, the system was not able to operate in a better way and offered complex operating commands. Through which the Ambulance Staff got confusions and pressed the specific more than once or completely forget to handle them. This resulted in a huge problem regarding the overall operating of the system and handling of emergency calls. Information This prospective is aimed to discuss the main information that system will utilize or required for overall operations. Provide the information where it will effect action The new system that is rule based automated system for the London Ambulance Service’s emergency call dispatching requires virtually per­fect data and information, however the data and information it received were imperfect because of incomplete status reporting from the ambulance crews, poor coverage (black spots) in the radio system, a radio communica­tions bottleneck, and technical inconsistencies among the mobile data terminals as well as the central computer. The information provided was imperfect and on the basis of this imperfect data and information the London Ambulance Service automated rule based had taken wrong decisions. Like we had lot of inappropriate and duplicated allocations of ambulances to emergencies in this way there were approximately 10-20 deaths in a night. Technologies In this scenario we are aimed to discuss the main technologies we will require for the overall development of the system Use of cost effective technology The London Ambulance Service has employed a really costly system that was intended to manage the emergency calls and dispatching for the ambulance service. This rule based system development had taken lot of cost regarding the development of the system. This system was completely stopped the overall developments and processing of the emergency departments. This system was never be a cost effective system and has never offered enhanced services regarding the management of the services. The technology that was implemented was sophisticated but the overall results were not satisfactory. There this system was not a cost effective system. Infrastructure This area needs extra concentration because we need to assess the main physical infrastructure regarding the overall system implementation and working Take full advantage of infrastructure The system implemented for the London Ambulance Services has not taken full advantage of infrastructure. In this regard the system was less effective with new infrastructure. Previously the London Ambulance Service was operating through three distinct divisions and had independent management structure. The new system implementation transformed the old structure and implemented a new single structure. In this way the new structure was not well suited the overall operating of the London Ambulance Services. Therefore, the overall management of the emergencies was not done in a better way and system was collapsed due the inefficient operating and handling of the emergency calls. Environment Here we are required to assess the main operational system environment so that we could be able to develop the system according to that system needs and requirements Minimize unnecessary conflicts with the external environment In this scenario the London Ambulance Services system was not capable to handle the unnecessary conflict with the external environment in a better way. For instance, the operator and radio communication process involved lot of bottlenecks. This system was required to resolve them in a better and enhanced way. The new rule based system did not offer an enhanced solution to these problems and collapse the overall operating structure. The old system was performing in a better way but the new system did not offer a better fit between the external environment and potential conflict arias through these external problems. Strategy Here we also need to assess the main strategy regarding the system development because it offers us a detailed overview of the main system needs and requirements Support firm’s strategy London Ambulance Service was desired to respond emergency calls in a better way and minimize the potential response time. This main strategy was kept in mind while the designing of the new system for attending and dispatching the emergency calls. When this system was deployed the overall response time was augmented to three hours and in some cases two or three ambulances were dispatched to similar location. In such situation the overall firm’s established strategy was broken and less concentration was given while developing the system for the minimization of the overall response time for the each call. Work System as a whole Work system as a whole is the main concept of the system operational and working structure Maintain cooperation and coordination with other work systems Regarding maintaining the cooperation and coordination with other work systems it is assessed that new system of the London Ambulance Service did not offer a great deal of coordination of among the other structures in the corporate. For instance, here we had system of dispatching, radio communication, and operator’s feeds. These inputs are not effectively handled through the new system of the London Ambulance Service. This system was not capable to effectively manage and handle inputs of different type and diversities. Work System as a whole Work system as a whole is the main concept of the system operational and working structure Control system using goal, measurements, evaluation and feedback The new system for the London Ambulance Service was developed too early. This system was not properly tested for the different types of errors and bugs. The system operators were also not trained regarding the overall system operating and handling. In this way, the system deployment was done quickly and this fact was the main reason for failure of the overall system. This system should be developed under the client detailed feedback and was required to address through the enhanced user evaluation. Here it was necessary to assess the main goals of the system and develop the system under established goals, feedback, and user evaluation. In such way the user specific system can be developed according to user established requirements. Such type of system can effectively be utilized and deployed for the enhanced system functionality. Strategic Decisions Checklist These aspects are regarding the analysis of the main system concepts and areas regarding the enhanced system development and implementation. Customer Degree of customer segmentation The developers of the London Ambulance Service system could not effectively address the different aspects of the system development. This system involves lot of user classes and lots of different people are having a vital interaction to the system working. In this scenario the system development needs to address all classes of the users and handlers. In the London Ambulance Service system we have lot of users directly and indirectly linked to the system. For instance, the ambulance crew needs to inform the main control center regarding his current status. As this user is directly linked to the system and there is vital need that developers of the system comprehensively address the different types of inputs and exceptions regarding the system control. However this system was developed by overlooking lot of potential areas that need extensive concentration regarding the system flexibility regarding handling of the different types of the inputs from users. Products & Services Here we discuss product and services regarding the overall system designing and development Quality perceived by the customer In case of the London Ambulance system we have main list of activities regarding the on time and effective dispatching of the user requests. If the system offers a better facility of the on time request processing and dispatching then we can achieve the effective performance. The main aim of the rule based system implementation is the automation of the user request processing and request dispatching to most suitable and appropriate location. These requirements were the main needs while system development. However the system development was not done according to established needs and requirements. The main products and services are put aside and system was deployed before the effective testing, quality assurance and user training that resulted in a disaster. Work Practices (Major Activities or Processes) Metrics commonly used for business processes Technologies Rule based system is the state-of-the-art technology for any intelligent system deployment. This technology was designed for the automated handling of the people emergency calls for the medical help. This intelligent technology was indented to offer enhanced services and quality decision regarding the dispatching and making decision for the user calls. These technologies were developed under the well established guidelines. This technology was deployed without enhanced user acceptance and verification. In this way this technology implementation was resultant in the system crash. This technology is the most sophisticated technology and requires extensive concentration regarding the overall development of the new enhanced system. Metrics for decision making This aspect analyzes the decision making process and aspects involved in the enhanced decision making process Quality of decisions The new system for the London Ambulance system was aimed to take the automated decisions. The quality and speed of decision were very fast and accurate through the rule based system. However feeding the dirty data can make the overall decision power of the system zero. Here we have lot of problems regarding the quality of data. The data quality will offer us the quality based decision regarding the overall management of the emergency services. However in this system implementation at London Ambulance services the dirty and incorrect data present huge problems regarding the enhanced decision making and requests handling. Metrics for communication This aspect is regarding the system development and implementation related communication Clarity of Messages In London Ambulance system the clarity of message was also a main area of the concentration. This structure was completely based on the clarity of the message and enhanced communication among the main and client system. However, this system was not so much flexible regarding handling of communication among the different systems and enhanced management of the tasks at different areas of the emergency services. This communication bottleneck was also main cause of the system collapse. The ambulance crew was not effectively trained to manage and handle the commutation and transmission all through the network. In this area the crew members were wrongly handled the devises and passed on/feed the wrong or dirty data into the system that caused a huge damage to the overall structure of the London Ambulance services and enhanced handling of people calls. 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