Naeem Zahoor

FA18-MBAP-0052
Case study:

• Jet blue and the veterans administration :

• Critical importance of IT processes
Jet blue case
• In 2007 jet blue airways was forced to cancel more than 1,000 flights
due to ice storm.
• They didn’t have enough home office trained employees or crew
members trained on their reservation system. They were dispatching
the people to airports to help but they were not trained enough to
use computer systems.
• In the middle of the crisis jet blue IT department developed a
database that allowed the airline scheduling team to improve
multitasking.They were receiving tons of phone calls.
Jet blue case
• Now during a weather situation our flights crews flights hands can call
and can give us the the location where they are, and we can start to
rebuild the airline immediately using this tool.They do this by cross
cross referencing where the crew members say they are versus where
the computer says where they are, which were not always in sync.
• Brinker said the airline had never experienced full meltdown before, so
it hadn’t need to use to use this kind of database.
• The system which was used during crisis was build in 24 hours and was
implemented now full time.
• He said the jetblue is improving the way it communicates with its
customers,including pushing out automated flights alerts to customers
via E-mail or mobile devices.
Veteran administration case
• In 2007 there was an unscheduled system failure that took down key
applications in 17 veterans administration medical facilities for a day.
• Dr Ben Davoren said it was the most significant threat to the patient
safety VA has ever had.yet the shutdown grow from a simple change in
management procedure that wasn’t properly followed.The small
undocumented change ended up bringing down the primary patient
applications at 17 VA medical centers in California.
• Historically each of the 150 or so medical centers run by the VA had its
own IT services, its own budget authority and its own staff, as well as
independent in how the IT structure was evolved.
Veterans administration case
• All the decisions regarding IT were made between a local IT leadership
and director of that particular medical center.while on site the IT staff
responsive to all the local needs,it made standardization across sites
nearly impossible in areas such as security,infrastructure
administration,maintenance and disaster recovery.
• On August 31, 2007 staffers in medical centres couldn’t log on to their
patient systems, The primary patient applications vista and CPRS
suddenly become unavailable.Vista which is used for maintaining
electronic health records, CPRS which provides across the board view
of all the health records.without accessing to vista the doctors and
nurses were unable to pull patient records.
Veterans administration case
• The affected medical facilities immediately implemented their local
contingency plans.
• Greg schulz said if I corrupt my primary copy, then my mirror is
corrupted, if I had a copy in st louis and a copy in Chicago and they
are replicating in real time,they are both corrupted,they are both
deleted,that’s a point in time copy is necessary,He said I have
everything I need to get back to that known state.
• Volpp said the disruption severaly interfered with our normal
operation,particulary with inpatient and outpatient care and
pharmacy.
Veterans administration case
• Volpp said within a couple of hours of the outage,most users began to
documentation on papers,including prescriptions,lab orders,consent
forms,vital signs and screening.cardiologist couldn’t read EKGS usually
they were viewed online,nor they could order,update or respond to
consultations.
• A team made some changes on the outage and it involved a network
port configuration,but only small number of people knew about it.
• Due to outage they didn’t have proper documentation they should
have.
Case study Question # 1
• Jet blue should maintain a back up IT system in case the existing IT
systems destroys they could use the back up system.
• Their flight wouldn’t cancel due to that crash of IT system.
• The crash of IT system left a negative impact on the company and it’s
services as the customers were not informed about the cancelation of
the flights and they approach the airports in ice storm that was really
tough to do.
Case study Question # 2
• The Veterans administrations IT team should should establish an
alternate system of applications that were used in the medical
centers.
• As the applications were not working it created to many problems for
the staff working in the medical centers as well as doctors who were
viewing the reports online and specially the patients.
• The documentation was done manually which took took too much
time as well as the reports were not generated on systems, due to
that patients treatment became an issue for the doctors.
Case study Question # 3
• As there were many applications were used in the Veterans
administration, by that reports, documentations and treatment of
patients was easy and it takes less time as compare to the manual
work.
• When the applications collapsed there was a delay made in the
treatment as well as it was so hard for the staff to do the work
because they didn’t knew how to do manually work as well as the
quality services were not provided to the customers.
THANK YOU