Spectrum IS Service Excellence

Scott Dresen, Vice President of Enterprise Services, and Heather Strickland, Strategist, Spectrum Health. In the last 2-plus years, Spectrum Health’s Technology and Information Services (TIS) has been on a path of proactively responding to a growing diverse user base, an impending CPOE rollout, an Ambulatory EMR implementation, and preparing for the possible acquisition and integration of a several community hospitals and large physician groups. Through disciplined and widespread leveraging of industry best practices, including LEAN, ITIL, and the Capability Maturity Model (CMM), Spectrum Health has created a pragmatic and customer-focused service model to take Information Systems to the next level of operational efficiency and effectiveness. In this session, Scott and Heather discuss how the Spectrum Health program evolved from strategy to business value delivered, the opportunities and challenges encountered along their journey, and lessons learned in a multi-faceted approach to Service Excellence. This session aids attendees in developing their own strategies and approaches to improving IS operational efficiency and effectiveness.