Case Study
Developing a Network Operations Center for Automation & Robotics in Healthcare
T he project involved developing software, hardware, and business processes necessary to establish a network operations center, enabling new service-related revenue streams in the healthcare sector. Hospitals, facing cost pressures, were looking to outsource the monitoring and maintenance of increasingly sophisticated automated material handling systems. The client aimed to create a high-margin service that would allow for remote performance monitoring and proactive upgrades, while also deepening customer relationships and facilitating future capital equipment sales. Key stakeholders included the CEO, the P&L leader for customer service, and the hospitals themselves.
T he project faced challenges in leadership and resource allocation, as it was unclear who should lead the technology and product development effort. This initiative, specifically for the Customer Service P&L, competed with higher-priority projects aligned with equipment sales, making it difficult to secure necessary resources. Additionally, there was uncertainty about what to expect from the system once operational, including potential problems, resolution strategies, and revenue models. Initially, the service was positioned as a cost-saving measure, but there was potential for it to evolve into a tool for driving equipment sales.
T o maintain alignment, the project was organized under a steering committee chaired by the CEO. A passionate and knowledgeable product development leader from the Customer Service team was appointed, aligning the project’s execution with its specifications. Resources were allocated from existing projects based on steering committee recommendations, and the development scope was kept simple to ensure success. The focus was on creating a minimum viable product (MVP), training staff and customers, and using the MVP as a learning tool to inform future developments.
Case studies
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