Cus­to­mer reference
Ber­lin Charité

AKI brings the print management
of the Charité

The cus­to­mer

Cha­ri­té Uni­ver­si­täts­me­di­zin Ber­lin is one of the lar­gest uni­ver­si­ty hos­pi­tals in Euro­pe and is known world­wi­de. The joint insti­tu­ti­on of the Free Uni­ver­si­ty of Ber­lin and the Hum­boldt Uni­ver­si­ty of Ber­lin con­ducts rese­arch, healing as well as tea­ching at a top inter­na­tio­nal level. More than half of Germany’s Nobel Pri­ze win­ners in medi­ci­ne and phy­sio­lo­gy come from the Cha­ri­té, for examp­le Robert Koch and Paul Ehr­lich. Every year, the Cha­ri­té tre­ats around half a mil­li­on out­pa­ti­ent cases and over 130,000 inpa­ti­ent cases. With 14,500 employees, over 7,000 stu­dents and more than 3,000 beds, the hos­pi­tal gene­ra­tes around one bil­li­on euros in reve­nue per year, making it one of Berlin’s lar­gest employers.

  • Sec­tor Health care
  • Task Out­put manage­ment for print jobs inclu­ding monitoring
  • Top Chal­len­ge Inte­gra­ti­on of Win­dows and SAP Systems
  • Solu­ti­on AKI Prin­Tau­rus Com­man­der and Prin­Tau­rus for ERP-Systems
  • Top bene­fit Much less admi­nis­tra­ti­ve effort, hel­pdesk sol­ves prin­ting pro­blems under SAP

The task

The Ber­lin Cha­ri­té cam­pus is spread over a total of four loca­ti­ons with over 100 cli­nics and insti­tu­tes. Appro­xi­mate­ly 3,300 prin­ters from various manu­fac­tu­rers are in use the­re – inclu­ding spe­cial label prin­ters, forms prin­ters for the phar­ma­cy and some mul­ti­func­tion devices. Appro­xi­mate­ly 25,000 prin­touts are pro­du­ced in the hos­pi­tal every day. Some are­as – such as the res­cue cen­tres – have a pro­cess-cri­ti­cal print volu­me; fail-safe prin­ting is indis­pensable here. “Espe­cial­ly the dot matrix prin­ters used for prin­ting labels and bar­codes are pro­cess-cri­ti­cal,” says Hol­ger Her­zog, Head of Depart­ment Sys­tem Busi­ness Unit IT. For examp­le, labo­ra­to­ry sam­ples have to be label­led immedia­te­ly with pati­ent data. Bar­codes can be used to retrie­ve all infor­ma­ti­on about pati­ents. In this way, they can be quick­ly iden­ti­fied in case of a chan­ge of ward and can be quick­ly trea­ted fur­ther. Medi­ca­ti­on is also orde­red cen­tral­ly via the prin­ting sys­tem. “If a prin­ting pro­cess arri­ves twice, medi­ci­nes are packa­ged and deli­ve­r­ed twice – this cau­ses unne­cessa­ry cos­ts,” says Hol­ger Herzog.

The print manage­ment solu­ti­on pre­vious­ly deve­lo­ped by the Cha­ri­té its­elf was extre­me­ly main­ten­an­ce-inten­si­ve and lacked cen­tral manage­ment of the prin­ters. The Cha­ri­té uses prin­ters under Win­dows and under SAP. The “SAP prin­ters” had to be set up and mana­ged under UNIX spool, the “Win­dows prin­ters” under Win­dows print ser­vers – by dif­fe­rent teams. A simp­le esca­la­ti­on in case of prin­ter pro­blems – no chan­ce. In addi­ti­on to the dou­ble main­ten­an­ce effort, it was abo­ve all the “SAP prin­ters” that cau­sed pro­blems: the­re were only mea­ningless error messages and far-reaching aut­ho­ri­sa­ti­ons were nee­ded for trou­ble­shoo­ting. Howe­ver, only a few employees had the­se. “In case of doubt, the­se col­leagues were cal­led out of bed at three o’clock in the morning – even if only the paper had run out.” The hel­pdesk is actual­ly the­re for such pro­blems. “But many users immedia­te­ly inter­pre­ted a faul­ty prin­ting pro­cess as a fail­u­re of the cen­tral SAP sys­tem,” says Hol­ger Her­zog. Even fixing the smal­lest prin­ter pro­blems sim­ply took too long.

At the begin­ning of 2009, the Cha­ri­té repla­ced the cen­tral SAP infra­st­ruc­tu­re and a lar­ge part of the PCs and prin­ters. In this con­text, the ques­ti­on aro­se of por­ting the old sys­tem or stan­dar­di­sing it with a new solution.

The solu­ti­on

The Cha­ri­té deci­ded to imple­ment a new print manage­ment sys­tem. The cen­tral chal­len­ge was to recon­ci­le Win­dows prin­ting and SAP prin­ting. The choice fell on AKI’s modu­lar, SAP- and Micro­soft-cer­ti­fied Prin­Tau­rus solu­ti­on, which is cha­rac­te­ri­sed by par­ti­cu­lar­ly good SAP inte­gra­ti­on and a uni­form admi­nis­tra­ti­on envi­ron­ment for all sys­tems. A sin­gle point of con­trol is the cen­tral con­ta­ct point for manage­ment and admi­nis­tra­ti­on, whe­re the Cha­ri­té has an over­view of the ent­i­re prin­ting envi­ron­ment. Pro­blems and con­flicts are dis­play­ed in the GUI and can be resol­ved across sys­tems with intui­ti­ve wizards.

“Under the admi­nis­tra­ti­ve inter­face of AKI, we can see if only paper is mis­sing or if it is jam­med,” Hol­ger Her­zog is plea­sed. “We can call the user and ask him to take the sheet out of the prin­ter. This saves us the trip to the rele­vant sta­ti­on.” The­re has been huge pro­gress, espe­cial­ly in sup­port: “The­re has been a shift in respon­si­bi­li­ties, towards first-level sup­port. The hel­pdesk can switch to the prin­ter and sol­ve stan­dard prin­ting pro­blems direct­ly – for the first time also in the SAP envi­ron­ment.” The hel­pdesk does not need deep rights for this, and the ope­ra­ting team of the cen­tral SAP sys­tems only has to inter­vene in case of sys­tem pro­blems. All pro­blems are sol­ved effec­tively and without fric­tio­n­al los­ses; moreo­ver, the­re are now defi­ned pro­ces­ses. “In the past, no one noti­ced if a col­league had to ‘tin­ker’ for hours.” Today, the hand­ling of pro­blems is trace­ab­le. “If a ticket is for­war­ded, we no lon­ger have silence in the forest. Every employee can see the cur­rent pro­ces­sing sta­tus on the admi­nis­tra­ti­on interface.”

Hol­ger Her­zog is par­ti­cu­lar­ly plea­sed about the feed­back rate at the Cha­ri­té on the topic of prin­ting: “We now get fewer error messages from the users. Ever­ything is run­ning very well. The sys­tem is not noti­ced at all.” Hol­ger Her­zog recom­mends a gra­du­al imple­men­ta­ti­on to other com­pa­nies: “This is espe­cial­ly important for a pro­ject of such magnitu­de.” The­re were some pro­blems at the begin­ning of the imple­men­ta­ti­on, becau­se more cri­ti­cal pro­ces­ses were affec­ted during the chan­geo­ver than initi­al­ly expec­ted. Howe­ver, the Cha­ri­té was able to ana­ly­se and resol­ve all pit­falls with the help of AKI’s spe­cia­lists. “Sin­ce the last cri­ti­cal prin­ters have been working pro­duc­tively with the sys­tem, ever­ything is run­ning like clock­work,” Hol­ger Her­zog sta­tes with satis­fac­tion and sums up: “We now have all prin­ters under all sys­tems in view at all times. The hel­pdesk pro­ces­ses and sol­ves prin­ting pro­blems much fas­ter today. We can even sol­ve many poten­ti­al pro­blems proac­tively – other hurd­les we now jump over with maxi­mum effec­ti­ve­ness. And night­ly trou­ble calls are final­ly a thing of the past.”

“The inte­gra­ti­on of Win­dows and SAP prin­ting under AKI Prin­Tau­rus enab­les us to hand­le prin­ting pro­blems more effec­tively right from the fault accep­t­ance stage.”
Hol­ger Herzog

Head of Depart­ment Sys­tem Busi­ness Unit IT, Cha­ri­té – Uni­ver­si­ty Medi­ci­ne Berlin

The bene­fits

  • Hig­hest print per­for­mance and reliability
  • Easy manage­ment
  • Sin­gle point of con­trol – cen­tral admi­nis­tra­ti­on of the prin­ter net­work with intui­ti­ve gra­phi­cal interface
  • Quick, strai­ght­for­ward drag-and-drop inter­ven­ti­on for prin­ting problems
  • Saving cos­ts, time and nerves

Con­ta­ct

Tell us if we can sup­port you. Get in touch with us. Without obli­ga­ti­on and at any time.

For direct enqui­ries you can also con­ta­ct us by pho­ne: +49 (0)931 32155–0