Reinventing the Pharmacy Cabinet - Omnicell

欢迎回到《医疗创新播客》。

Welcome back to the Medical Innovation Podcast.

我是布鲁诺·孙维。

My name is Bruno Sungvi.

今天，我和阿尔文邀请了一位，他的职业生涯走了一条非常独特的医疗行业之路。

Today, Arvind and I are speaking with someone whose career took a genuinely different path into health care.

他花了十多年时间，为科技界一些顶尖企业打造云电商平台。

He spent over a decade building cloud commerce platforms as some of the biggest names in tech.

他带领Magento度过了被Adobe收购的全过程。

He scaled Magento through its acquisition by Adobe.

他还主导推出了Adobe Commerce Cloud。

He launched Adobe Commerce Cloud.

他曾为多家私募股权公司提供生成式人工智能战略咨询。

He's advised private equity firms on generative AI strategy.

现在，他在一家历史悠久的药房自动化公司工作，并被赋予了将公司转型为软件企业的使命。

Now he's working at one of the oldest companies in pharmacy automation, and he was given the mandate to turn it into a software company.

我们非常高兴能邀请到奥米尼尔公司的高级副总裁兼首席产品官杰森·伍斯利。

We're really excited to be speaking with Jason Woosley, the senior vice president and chief product officer of Omnicell.

杰森，欢迎来到我们的播客。

Jason, welcome to the podcast.

哦，普拉纳夫，非常感谢你邀请我参加。

Oh, Pranav, thanks so much for for having me on.

我很期待和你聊聊，这个开场介绍真有意思。

I I'm excited to to talk, and what an interesting introduction.

你说得对。

You're right.

我的职业路径在医疗领域确实很特别。

My my my trajectory has been in a pretty unique one for for health care.

是的。

Yeah.

就像我说的，你的背景真的非常独特。

Like I said, your background is very unique.

你之前待过的公司种类很多，但大部分跟医疗行业都没什么关系。

A wide variety of companies, none of which were health care related for the most part.

能跟我们讲讲这段经历吗？

Walk us through that through that journey.

你是怎么走到今天的？

How did you get to where you are now?

是的。

Yeah.

不是的。

No.

这个问题问得挺到位的。

I I think it's it's a fair question.

让我简单给你梳理一下整体脉络吧。

And and and let me just kinda I'll give you the high level summary.

如果你对哪部分感兴趣，我们可以再深入聊。

You can double click on anything you want to.

我职业生涯一开始是当软件工程师。

But I began my career as a software engineer.

刚毕业那会儿，天天写代码，碰上数据库问题就硬啃，那叫一个折腾。

You know, came out of school very much, you know, writing code, you know, trying to solve database problems, you know, the hard way.

那是好多年前的事了。

This is a while back.

后来一路走来，慢慢转向架构设计和团队管理，也慢慢找到了感觉。

As I kinda went through that process and really made my way into architecture and team leadership and and, you know, got yeah.

我特别享受打造东西的过程，但缺了最关键的一环——不知道该造什么。

I get so much excitement out of building, but figuring out what to build was kind of the piece of the puzzle that was was missing for me.

所以我有个大胆的想法：去读个MBA。

So I I had this grand idea that I would go get an MBA.

读完就回来。

I would come back.

然后当产品经理，给那些工程师指派任务，告诉他们该做什么。

I'd be a product manager, and I would, you know, tell all these engineers what to build.

当然，事情没那么简单，但我还是去读了MBA。

Of course, it doesn't quite work that way, but I did go get my MBA.

至少它给了我足够的资历，让我能自称是产品经理。

It did give me, you know, at least enough credentials to claim that that I'm a product manager.

我回来后，才真正开始理解，怎么把软件顺利交付给客户，让他们能马上用上。

And I came back and started really understanding the discipline of of how do you get, you know, software into a a customer's hands in a way that's immediately usable.

那时候，很多事情正在发生。

And and there were a lot of things happening back at this time.

敏捷开发那时候刚冒头，还不是很成熟。

Agile software development was just kinda coming end of the fray.

从我回来开始做产品经理起，我就去了博兰德软件公司，那家公司现在早就不存在了，也被收购了。

And and, really, since that moment of of coming back and and starting, you know, product management, I worked at a company called Borland Software, which had ancient now and and had been sold off.

不过，我最早学编程用的工具，就是博兰德的产品。

But one of the original companies that that, you know I learned to write code on on Borland stuff.

所以我去了那里。

And so I went there.

我们经历了这场敏捷转型，核心就是怎么减少浪费。

We went through this agile transformation, and it was very much about how do you reduce waste?

怎么通过紧凑的迭代来控制风险。

How do you get, tight iterations where you, you encapsulate risk?

这些原则真正贯穿了我整个职业生涯。

And and, really, those are the fundamental principles that have kind of driven me through my career.

我后来的高管生涯，始终在推动产品管理与工程团队紧密协作，打造统一的产品交付体系。

The rest of my executive career has always been about bringing product management, engineering together, really into this, you know, product delivery organization.

核心理念是：只有一个面向客户的界面，组织里所有工作都该围绕它来设计。

This idea that there's one surface area that touches the customer, and everything that goes on in the organization should be, you know, designed to go support that.

所以我就是这么一步步成长起来的。

So kinda came up through those ranks.

就像你说的，我在Magento待过一段时间。

As you said, I did my stint at Magento.

之后就转到了Adobe Commerce。

Moved into Adobe Commerce.

我们推出了Adobe Commerce Cloud。

We launched the Adobe Commerce Cloud.

这真是个绝佳的机会，完全是一场全新的游戏。

Great great opportunity and and just a completely different game.

规模比我们以前做过的项目大了整整一个数量级。

The scale is an order of magnitude larger than than what we've worked at before.

对我来说，这真是个特别棒的机会。

It was a a real it was a really great opportunity for me.

我直接向他汇报。

I I reported directly into.

所以我有机会真正理解什么是企业级规模。

So I had an opportunity to really learn what, you know, enterprise scale really means.

之后，我去了私募股权领域工作。

And then, of course, after that, I did the stint in private equity.

当初把Magento卖给Adobe的那家公司，聘我担任高管顾问。

Basically, the the the firm that sold Magento into Adobe brought me on as an executive adviser.

这段经历让我有机会考察几十家公司的运作模式，涵盖从软件到硬件的各种领域。

And a real story there that's given me an opportunity to look at dozens of companies and how they operate both as, you know, software connected hardware, all the gamut.

这也让我真正有机会去欣赏什么是真正优秀的做法。

And it's given me a real opportunity to to, you know, have a better appreciation for what good can look like.

这不仅仅是我过去做的那一套，很多时候它们非常创新，即使看起来和你以前见过的不一样，你也能感觉到它很棒。

It's not just the way that I've done it in the past, but a lot of times, it's, you know, very innovative, and it doesn't have to look like what you've seen before to know that that something can be great.

这就引出了接下来一个有趣的时刻，我见到了Omnicell的一位名叫Dash的领导，她正在谈论Omnicell刚刚起步的一场转型。

And that kinda led up to this weird moment where I got to meet a leader here at Omnicell named Dash, and she was talking about a transformation that that that's that's really just getting started here at Omnicell.

她觉得，我们真正需要的是那些没做过医疗行业，但确实经历过大规模转型，并且所在企业把这种转型当作常态的人。

And she's like, what we really need are people that haven't done, you know, health care before, but have actually done, you know, these kinds of transformations at scale and businesses where that's the norm.

我就想，哎，这不就是我干过的事儿嘛。

And I was like, oh, well, that's that's kinda like what I've done.

然后我们就开始琢磨怎么合作，这确实是个难得的机会。你想啊，像Omnicell这样的公司，真要从内部彻底重塑自己，这可不是件容易的事。尤其是作为一家有35年历史的上市公司，又身处一个高度垂直的行业。

And, you know, we started putting our heads together and and really became this great opportunity to say, you know, if if if a company like Omnicell really wants to reinvent itself from the inside and and this is a tough thing to do as any company, but as a thirty five year old publicly traded company and an an a highly you know, it's a highly verticalized industry.

所以你看，按理说我们根本没法做成这件事，但偏偏它真的在发生。

So, you know, we're we're sitting here in a in a position where we shouldn't be able to go do this, but it's happening.

这件事之所以能发生，是因为我们做这项工作意义重大。

And it's happening because it's so important that we do this work.

让我来解释一下我的意思。

And let me let me explain what I mean by that.

职业生涯到了某个阶段，你就能自己决定下一步该做什么，这其实是个难得的机会，让你去寻找真正能发挥最大价值的地方。

You you get to a point in your career where you get to you get to choose what you do next, and and that's a it's a great place to be because it gives you this this opportunity to kinda seek out where you can do the most good.

如果你想想医疗健康这个领域，它确实是个非常值得投入的方向。

And if you think about health care in general is a great place to play.

对吧？

Right?

改善我们社区的健康状况，这本身就是一件充满善意的事。

There's nothing but goodness in, you know, improving the health of of our community.

但当你深入思考哪些医疗领域被忽视了，对我来说，很明显——药物管理这个领域长期被忽略，几乎没有现代化。

But when you really start thinking about what parts of health are underserved, and, you know, for for for me, it's very clear that medication management as a discipline has been largely left alone and and not modernized.

我们看到医疗领域很多方面都在飞速进步，比如临床技术、治疗手段、新药研发等等。

You know, we see lots of of advances in health care that happen at breakneck paces, and these are, you know, clinical advances, you know, treatment advances, therapeutic advances.

但当你真正去想医院系统是怎么执行这些对患者有益的工作时，就会发现事情远没那么简单。

But when you actually think about how these hospital systems administer all of this goodness that they're delivering to patients, it gets it gets very challenging.

所以我有机会来到这里，真正做点有实质影响的事——不只是改改功能或产品而已。

So I got this opportunity to come and try and make a real difference in a place where you know, I'm not just I don't just change features and products.

在这里，我和同事们有机会推动整个行业变革，改变医疗系统对药物管理的看法。

I get the opportunity here with with my colleagues to change an industry, to change the way that health systems think about medication management.

这真的是一件特别有意义的事。

And that's a that's a real treat.

这就是我一路走来的历程，也是我今天站在这里的原因，我非常兴奋能加入这里。

So that's that's the the the course of the journey, how I got to where I am today, and and and I'm I'm super excited to be here.

我加入Omnicell快一年了，再过不久我就不再是新人了，我们可以真正开始大干一场。

I've been an Omnicell for almost a year now, so we're we're about to cross that the the threshold where I will no longer be a a rookie, and we can we can start moving forward.

不过，简而言之，这就是我的经历。

But, yeah, that's the that's the journey in a nutshell.

对。

Yeah.

Jason，非常感谢你分享这么精彩的背景介绍。

Jason, thanks so much for that that incredible background.

我知道我有很多后续问题想问，特别是你把自己过去的经历和现在在Omnicell的工作联系起来，这中间有很多值得探讨的地方。

You know, I've I have a lot of follow-up questions, I think, in in the parallels that you're drawing between your your previous experience and how that's really helping do what you're doing at Omnicell.

不过在问这些之前，我想先退一步，给那些对Omnicell业务不太熟悉的听众简单介绍一下。能不能用你自己的话讲讲，Omnicell到底是做什么的？作为一家公司，你们在医院里具体为医护人员提供哪些帮助？

But, before I do that, I definitely wanna take a step back and just give, listeners that don't have a strong grasp on what Omnicell does just to lay of the land in your own words of what is Omnicell and what what as a company, what do you what do you do for folks in in in the hospital?

是的。

Yeah.

不是的。

No.

这个问题问得特别好。

That's a that's that's a great question.

也许我一开始就该先说这个。

Maybe I should've led with that.

简单来说，Omnicell 做的是药物管理业务，我们真心相信，通过智能化的药物管理，我们能够改善患者的治疗效果。

So, look, Omnicell is in the medication management business, and we truly believe that through intelligent medication management, we can deliver better patient outcomes.

如果你在医疗行业，应该听说过我们的药柜，这些柜子安全地存放着各病区的药品。

So if if you are in the industry, you know, you probably know Omnicell by our medication cabinets, and these are the the cabinets that securely store medication on all the nursing floors.

我们做的远不止这些，但药柜确实是大家最常看到的Omnicell产品。

We're a lot more than that, but that's the most visible kind of piece of of of what you see in Omnicell.

我们还提供一系列医院药房管理的解决方案。

Additional things that we offer are all around sort of the the pharmacy management for a health system.

比如，医院的中心药房，我们的软件就在支撑它的运作。

And if you think about, like, a a hospital has a central pharmacy, we run the software for that central pharmacy.

我们还提供自动化系统，确保中心药房能以所需的速度和安全性高效配送药品。

We run the automation that makes that central pharmacy able to deliver goods and services at the the speed and and and safety levels that they need to.

比如我们的XR2机器人，那是一个房间大小的全自动设备，24小时不间断工作，确保患者按时拿到正确的药品。

That includes things like our XR2 robot, which is a giant room sized robot that works twenty four seven guaranteeing that that the patients get the right meds at the right time.

我们还有转盘式存储系统。

We have our carousels.

这种大型储药装置，护士们常用它来取用一些不那么紧急、但使用频率较高的药品。

That's our, you know, these these kind of large storage compartments that nurses use to to get sometimes less less critical medication and more more commonly used meds.

我们还提供受控药物管理系统，让你能实时追踪那些成本最高、也最容易被滥用的药物，获得清晰的使用数据。

We also run a a controlled substance manager, which gives you the ability to to look at your controlled substances, which are some of the, you know, highest cost, certainly the most, you know, frequently diverted medication and and and get real visibility into that.

总的来说，Omnicell 的核心就是贯穿整个医疗流程，为药物的全周期提供全程可视化的管理。

So, really, what Omnicell does is across the entire care continuum, we provide end to end visibility for medication across the spectrum.

药物不仅有采购和储存的成本，还关系到医疗标准——必须确保患者在需要时能及时用上。

So you think about medication, you know, has a carry cost, but it also has a standard of care component.

你得保证药物随时可得，但同时又要尽量减少库存，避免积压。

So you have to have medication available to the patient when they need it, but you wanna do that with as low amount of storage as possible.

因为买多了，药品过期就会造成浪费。

Because if you buy too much, you've got waste because things are expiring.

库存过多也容易带来药物流失的风险，毕竟放着不管的东西容易出问题。

You got diversion opportunity because things are laying around.

所以我们致力于打造一套端到端的系统，全面保障药物供应的精准与可靠。

So we try to to drive a an end to end system that creates medication certainty across the board.

从住院到门诊，各种场景我们都覆盖了，在药物管理的各个环节都发挥着关键作用。

And we run the gamut from inpatient, outpatient, you name it, and and and we play an important part in the medication management in that space.

这很有道理。

That makes a lot of sense.

说实话，我们最初是通过你提到的药品管理柜了解到Omnicell的。

And to be honest, Omnicell first heard about Omnicell through your medication management cabinets, as you mentioned.

是的。

Yeah.

直到最近几周，我开始做更多研究后，才意识到这家公司涉及的范围远比想象中广泛。

Didn't realize how much more encompass the company encompasses till very recently, a few weeks ago, when I started doing more research.

看到Omnicell在医院乃至门诊环境中，对整个药品管理流程产生的影响，真的让人印象深刻。

So it's really cool to see how much of an impact Omnicell makes across the whole sort of medication management spectrum when it comes to patient care in the hospital and sometimes even outpatient settings.

所以。

So

对。

Yeah.

确实很了不起。

It's really cool.

确实如此。

So Yeah.

这真的很有趣。

It's a lot of fun.

正如我所说，这个领域其实长期被忽视了。

I mean, it's and as I said, it's really an an underserved space.

最近一段时间，药物管理领域几乎没有真正的创新。

There has there has not been a lot of of real innovation in in medication management in some time.

我们在确保药品可及性、保障药品安全，以及为使用设备的护士提供高效支持方面，已经做得非常到位了。

I mean, we've we've done a terrific job of providing certainty around availability, securing the medication, making sure we've got the right density of of taking care of the nurses who use us.

因为说实话，你要想一想，我们其实是在和开放式药架竞争。

Because, you know, honestly, if you if you think about it, like, we're we're competing with open shelves.

护士们更愿意直接拿药就走。

Like, nurses would prefer to just grab their meds and go.

在很多方面，我们的系统确实增加了操作的步骤。

We're in the way to in a lot of a lot of senses.

所以，你知道的，我们的责任就是确保系统尽可能好用，让设备交互变得尽可能快捷、准确，这才是我们接下来的重点，也是我们在现有基础上提供云端服务的关键所在。

So, you know, finding, you know, our obligation to make sure that we're as easy to use as possible, that that interaction with our devices as quick and as certain as it possibly can be, that's really kind of where where we have to go next and and what what makes such a difference for, you know, providing a cloud offering on top of this.

这也是整个行业未来的发展方向。

And this is really, you know, where the industry is going.

我们最期待的，是如何通过云端构建一个互联的生态系统，把所有数据整合起来，实现全院范围内的药品库存可视。

What we're most excited about is, you know, how do we get this this connected ecosystem on the cloud in a in a way that brings all this data together so that you're looking at enterprise wide medications availability.

这才是真正的圣杯——能够纵观整个医疗系统，随时掌握每种药品的具体位置、有效期、是否被召回，以及所有相关的信息。

And that's that's really the holy grail is being able to, you know, look across your entire health care system, know where every med is at every time, when it's expiring, if it's been recalled, really just the the entire, you know, information set around that.

我们也觉得还有很多工作要做。

And we think that there's lots more to do.

完全同意。

100%.

回到你之前提到的那个点，Omnicell 邀请你加入，是因为你在其他行业有过类似的经历，那些领域早就把这套流程跑通了，有的甚至已经做了十几年。

And to one of your earlier points, Omnicell brought you in because you had this sort of similar experience working in other industries where this has already been done for years or even decades.

所以这逻辑很通顺。

So that makes a lot of sense.

我很好奇。

I'm curious.

虽然你之前在其他行业有过经验，但刚进入医疗领域时，这对你来说还是个新天地。

Coming into health care, this was sort of new territory for you even though you're working on some problems, you've worked in other industries before.

最让你惊讶的是什么？

What surprised you the most?

你刚加入Omnicell时，有没有发现哪些事情和你预期的完全不同，或者哪些东西早就过时了？

What was something that you came into Omnicell and realized was completely different than you expected, or what's been obsolete?

有些事情完全出乎你的意料。

You sort of came out of nowhere in your eyes.

是的。

Yeah.

不是的。

No.

这是个非常好的问题。

It's a it's a it's a great question.

我觉得我得分成两个故事来讲，因为确实有让人惊喜的地方，我稍后说这个。

I think there's me let me let me break it down into kinda two stories because I think there's there is the the pleasant surprises, and I'll tell that story a second.

但先说说让我震惊的事吧——医疗行业到底在搞什么？

But let me tell you what was kind of shocking in a like, what what is going on in health care?

这不光是医疗行业的问题。

And it's not just health care.

实际上，大多数行业都高度垂直化。

Turns out it's most most highly verticalized industries.

而你几乎就像被困在一个孤岛里一样。

But this idea that you've you've you've almost been inside a silo yourself.

拿医疗行业来说，有医疗软件开发者。

Like, if you think about health care, you've got health care software developers.

还有医疗解决方案架构师。

You've got, you know, health care solution architects.

所有角色前面都带着‘医疗’这两个字。

You've got all of it with a health care in front of it.

而在那之外，有些问题其实早就解决了。

And outside of that, some of these problems have been solved for some time.

所以我们呢，就困在这个孤岛里，进展倒是不错。

And so we're, you know, we're sitting in this in this silo making, you know, good progress.

但你要是往周围看看，就会发现我们其实已经落伍了。

But when you look around, like, we've been left behind.

你和我，说实话，我是认真的。

That you and, honestly and I I mean that.

我是说，我刚进来的时候，还以为上云会是世界上最简单的事。

I mean, when you think about I came in here thinking that cloud was gonna be the easiest thing in the world to go do.

比如，嘿。

Like, hey.

我对这套流程再熟悉不过了。

I've got the playbook for this.

我知道该怎么一步步来做。

I know exactly how we do it.

我们会把系统容器化，迁移到云端，然后再构建原生云服务来增强它。

We'll containerize and take you to the cloud, and then we'll build cloud native services to augment that.

但让我没想到的是，我居然还得花时间跟客户解释，为什么上云是件好事。

But this the cloud story itself is is what I'm I I've I've been surprised that I have to spend some time talking to customers about why it's a good thing.

我本来以为，上云这事儿再自然不过了，直接上就好了。

Like, I I'm so used to, well, you know, go to the cloud and get to the cloud.

那样的话，利润高，服务也一直在线。

That way, you've got, you know, high margins, always availability.

我压根就不想做IT运维这一行。

I don't wanna be in the IT business anyway.

所以让我有点意外的是，好像我被拖着往前走，明明还不情愿。

And so it's been a little bit surprising to me that that there's, you know, almost this, like, you're you're dragging me into the future, kicking and screaming.

我就是想继续用我自己的本地服务器。

I I I wanna hold on to my on premise server.

我觉得这主要是因为大家还没见过真正做好的案例。

And and I I think that's you know, largely, I think it's just because we haven't they haven't seen it done well.

而在行业之外，这种情况我们经常看到，只是表现方式不一样罢了。

And and outside the industry, of course, we we see that all the time, and it's just contextualized differently.

所以这一点让我挺意外的，我原以为云服务的需求会比实际高得多。

So that piece was, I think, surprising in that I expected the goods and services to be much more in demand than they actually are.

所以我还得花点时间去教育客户，让他们明白上云到底意味着什么，能带来哪些好处，又有多安全。

So I have a little bit of education work to do to to, you know, teach our customers what it means to go to the cloud and how beneficial it can be and how risk free it is.

人们最担心的，其实就是这种转变。

Like, this is the the, you know, the biggest thing that people are concerned about the change.

但恰恰是这种转变，才能让你摆脱那些在本地系统里总得提心吊胆的问题。

Like, but this is this is the change that actually insulates you from, you know, all the the kind of bad things that you're having to worry about with your on premise system.

对吧？

Right?

你想想，我们把那些医疗系统都变成了IT部门。

When you think about we've taken these these health care systems and made them IT shops.

他们现在得操心网络安全，可这跟以患者为中心根本没关系。

Like, they have to worry about cybersecurity, and that's not it's not a patient centric thing to think about.

所以得想办法，你知道的，开始讲清楚这个故事，嘿。

So finding a way to, you know, start to tell the story of, hey.

我们让你不再操心Windows升级、软件升级这些事儿，而是让你专注于照顾病人，并且指望软件和服务随时都能到位。

We're getting you out of the business of having to worry about Windows upgrades and, you know, software upgrades, and and we're getting you in the business of, you know, taking care of your patients and and expecting software and services to be there when you need them.

所以这部分算是个挺让人意外的难点，看来我们还得做不少工作。

So that that part was kind of the the the tough surprise, and there was more work that that we have to go do.

但这都是该做的事。

It's the right work.

一切都好。

It's all good.

还有一个令人惊喜的发现，我觉得这部分更有趣，那就是我遇到了一些最有才华、最有激情的员工。

The pleasant surprise, and and this part was, I I think, even more interesting, is that we have some of the most talented and passionate employees that I have ever run up against.

这家公司起初给我的印象并不是那种纯粹以使命为导向的企业。

And and this is a this is a a firm that was wasn't really pitched to me at being purely mission driven.

但一旦你成为其中一员，就绝对能感受到这是一家非常有使命感的公司，我们的使命非常明确，那就是改善患者的治疗效果。

But once you're part of it, there's absolutely no doubt that this is this is a very mission driven firm, and our mission is very clearly about patient outcomes.

我们深深感到有责任把这件事做好。

And we have a a strong sense of obligation for how we have to go do that.

当团队对客户所需的目标有如此一致的共识时，思考变革就变得自然而然了。

When you have that kind of of of internal consistency towards what we what we need to go do for for our customers, it makes it really easy to start thinking about transformational change.

那些我们过去没跟上、没及时现代化的地方，现在有了这样一支专注、坚定、真正顶尖的团队，一切都不成问题。

And so those places where maybe we didn't go fast enough or maybe we didn't modernize quick enough, when you have a team that is dedicated and committed and and and and, really, I mean, we have we have the best of the best.

能和这里的团队并肩工作，我感到无比荣幸。

I could not be more honored to be amongst the the team here.

有了这样的基础，真正推动改变就水到渠成了。

When you have something like that, you actually can go start to affect change.

我确实没想到我们在云转型上还没走到我预期的那一步，但我看到了一批资源，我完全有信心它们能安全地带我们和客户抵达终点。

And so maybe I was a little bit surprised that we weren't as far along in the cloud journey as as I expected, but I found a set of resources that I am absolutely confident can get us there and get our customers there with without risk.

所以我觉得，怎么说呢，这事儿有点复杂，有欣慰也有遗憾。

So I I feel like, you know, it's a it's a little bittersweet.

刚进入医疗行业时，我就知道这和我想象的不一样。

It was the you know, one of those coming into health care, I knew it was gonna be different.

我没想到落后的程度会这么严重，也没想到大家会这么在意。

I didn't know it was gonna be so far behind, and I didn't know people were gonna care so much.

是的。

Yeah.

你刚才提到，让一个来自医疗行业之外的人来实施云解决方案，这种内在价值真的很突出，就像你在Adobe所做的那样。

And I think there's you just pointed out the intrinsic value of having someone that's coming outside of health care and implementing, you know, really solid solutions in the in the cloud, like what what you did with with Adobe.

当我们希望在医疗领域推动变革和改进时，外部视角能帮助我们看清自己和其它行业的差距，这对设定可行的目标至关重要。

And, I think when we're wanting to make changes and improvements in health care, having that outside perspective come in to then understand where we are in comparison to other industries is is super helpful to to set the trajectory of what is even possible.

我很想听听你之前的工作经历中学到的东西，你是怎么把这些经验应用到当前岗位的？比如，你从过去带过来哪些独特的方法，帮助你在Omnicell优化了流程？

I'd love to hear a little more about your, you know, the things that you've learned at your your previous roles and how you've been able to implement similar similar technologies at your current role or, like, things that you brought from those experiences that has have uniquely enabled you to improve processes at at at Omnicell?

对。

Yeah.

不是。

No.

这是个好问题。

It's a good question.

我之前提到过，从博兰德带过来的一些核心理念，比如减少浪费、精益流程，还有凡事追求准时交付，连文档和产出物也不例外。

So I think I mentioned earlier, you know, some of the the the kind of core philosophies they, carried with with me from Borland was this idea of of of kind of waste reduction, of of lean processes, of just in time everything, including artifacts.

回归本质，一个软件公司到底该怎么运作？

Getting to sort of first principles, how do you how do you become a a software company?

关键在于团队如何协作，去回应客户的问题。

It's really about how the teams work together to answer customer questions.

这本质上是个流程问题。

And and that fundamentally is a is a process question.

所以，要回答你的问题，最直接的方式就是：我进来后，重新设计了一些流程，让产品管理、工程团队和产品营销团队彼此更紧密地配合，也让整个团队更贴近客户。

So I think the the the easiest way to to answer your question is I've come in, and I've outlined some new processes for us to start pursuing, then bring our product management, our engineering teams, our product marketing teams all much, much closer to one another and the entire unit closer to the customer.

我们需要缩短从工作产出到客户真正获得价值之间的距离。

So we're having to draw a shorter line to draw, to show value from the work that's being done to the the customer actually receiving value.

如果我们只做这一件事，生产力就能提升一倍。

So that that process, if if we did nothing but that, we would be you know, we're gonna we're gonna improve our productivity by a 100%.

我们还有很多有利条件，比如把那些理念带进来，再加上生成式AI带来的变革，彻底改变了团队的运作方式。

We've got a lot of tailwinds in that, you know, bringing some of those ideas along with all of the the the changes that the generative AI have brought in terms of of you know, it's really kind of flipping the script on what a team looks like.

以前我们觉得，一个团队有十来个工程师加一个产品经理，就能搞定一切。

Like, we used to think about teams of, you know, 10 engineers and a product manager, and they could do anything.

现在呢，可能三个产品经理和两个工程师就够了，因为他们有了这些工具，能从构思价值到交付价值，整个过程快多了。

Now it's maybe three product managers and two engineers, and and they can go do everything because we've we've got these these tools that really let us get from you know, we've shortened the the proposition from, you know, when we've conceptualized value to deliver it.

几乎可以做到即时完成。

The it can almost be immediate.

你甚至能和客户坐在一起，几秒钟内写点代码，马上就能验证方向对不对。

I mean, you can sit down with a customer and vibe code something in seconds that gets you validation on, you know, where where you're at.

所以，关键是要建立非常快的反馈循环。

So it's really bringing that like, we're gonna create really fast feedback loops.

我们不怕去尝试新东西，因为在这种模式下，就算实验失败了，也不会有任何损失。

We're gonna be unafraid to go try things because experiments in that that model don't cost anything if they fail.

你只是学到了东西而已。

All you did is learn.

这样一来，我们就能达到一种状态：高效、敏捷，同时把质量标准牢牢守住，始终维持在最高水平。

So we get to a place where I think we can start to be, you know, highly performant, highly responsive, and holding the bar on quality exactly where it needs to be at the highest level.

因为，再说一遍，我们不是在开玩笑。

Because, again, we're we're not playing games.

我们不是在拿商业当儿戏。

We're not playing with commerce.

这可不是关于卖卖商品那么简单。

This is not about, you know, moving widgets.

这关乎我们是否守住了那道屏障，确保患者能拿到救命的药物。

It's about, you know, we run the glass that stands between a patient and the life saving medication that they need.

没有什么比确保每次都做到位更重要的责任了。

There is no higher obligation than we get that right every time.

所以这里有个很好的故事可以讲，关于如何把我职业生涯中学到的很多东西，主要是关于如何改进流程，再加上一点关于客户同理心真正意味着什么的内容，都整合起来。

So there's a a good a good story to tell about how you can bring a lot of the things that I learned in my career mostly around, you know, how we can improve processes and then a little bit of, like, what customer empathy really means.

而且我认为，在组织中理清谁是真正的客户，这确实是个难题，因为很容易就说客户就是那个给你付款的人。

And and I think it's a it's a real trick in organizations to think through who your customer is because it's easy to say that your customer is the person writing you a check.

是的，在某种程度上，这确实没错。

And, yes, to some degree, that is absolutely true.

但你们也有下游的客户。

But you also have customers that are downstream.

所以我们有药剂师、技术员和护士，他们必须使用我们的软件。

And so we we have, you know, pharmacists and techs and nurses that all, you you know, are required to use our software.

他们并不是自愿选择的。

They're not choosing to.

他们当初也没特意来找我们。

They didn't go by us.

他们必须得用。

They have to use it.

所以我们要把他们的感受放在心上，了解护士们日常面临的那些行政负担。这其实是个很好的机会，让我们把用户体验和人体工学做好，真正打造出让人用得开心的产品。

So keeping them in mind and understanding, you know, what we what we put nurses through on a day to day basis on from an administrative burden anyway, We just have a a really interesting opportunity to take our user experience and our human factors and and really do something special that starts to make this a real delight to use.

他们应该为药品随时可得、取用方便而感到自豪。

Like, it really should you should be so proud that your medication is always available, and it's so easy to get.

所以我们在探索，怎么继续优化工作流程，比如减少在配药站停留的时间，以及解决药柜前的拥堵问题。

And so we're exploring, you know, how do we how do we continue to, work on that that workflow piece, like the time at station, the congestion that we have at at cabinets.

我们该怎么看待药品的密度和可及性之间的关系？

How do we think about medication density versus availability?

这些概念其实都还比较新。

And all these things are are somewhat new.

我们以前也零零散散地碰过，但现在开始有意识地建立一套系统了。

Like, we've we've petered with them before, but now we're actually building, you know, some discipline around it.

我觉得这些才是最关键的部分。

So, I think those are the the primary things.

另外还有一个延续自我之前做电商时的想法，就是药品管理的核心秘密。

I I would say the one other piece that that is a carryover from, what I did in in commerce to what we're doing here is this idea that medication management here's the real secret.

说到底，这其实就是库存管理。

It's just inventory management.

完完全全就是库存管理的问题。

It's it's, very much inventory management.

如果你想想看，它确实有些特性，比如会过期。

And if you think about, yeah, it's got some characteristics that expires.

其中一部分是受监管的。

Some of it's regulated.

这和任何零售业务都完全一样。

That's the exact same as any kind of retail.

如果我们通过电商平台配送药品，

If we have we, you know, we deliver pharmaceuticals from ecommerce sites.

我们还会配送酒精饮料和管制类药品。

We deliver, you know, alcohol, controlled substances.

我是说，这些方面我们之前其实都考虑过一些。

I mean, all of these things have have we've thought through some of this before.

所以，如果你开始意识到我们不是孤立运作的，而且我们的问题并不像我们以为的那样在医疗领域独一无二，那么我们就能回过头去借鉴库存管理和物流领域已有的成熟经验，以及那些提升效率的方法。

So if you if you you'd start thinking like we're not a silo and that our problems aren't as unique to health care as we might think, then we actually can go back and look at the the body of work around inventory management and logistics and, you know, efficiencies.

我们可以更系统地思考药物在系统中应该如何流转，而不仅仅是看它现在是怎么流的。我们可以更主动地提出建议，比如你的设备布局应该怎样设置，才能把持有成本降到最低，把药品可得性提到最高，或者彻底消除缺货情况，甚至缩短补货时间。

And we can get pretty good about thinking about, you know, how medication should move through the system, not just how it does, but, you know, how we how we can be, you know, a little bit prescriptive about, you know, what your setup should look like in order to reduce carry cost to the minimum and and raise medication availability to the maximum or eliminate stockouts or, you know, start returning time.

我是说，那些使用 Omnicell 的客户，他们的每周推车配药量已经从 200 次降到了 20 次。

I mean, our customers that are using Omnicell are are seeing, you know, them go from 200 cart fills a week to 20 cart fills a week.

这样他们就有更多时间陪在病人身边了。

And and that gives them more time to be at the patient bedside.

他们也能有更多时间仔细核对开药的禁忌事项。

It gives them, you know, more time to, you know, look at, you know, counter indications for the medications that they're prescribing.

还能放慢节奏，把工作做得更扎实。

It gives them, you know, more time to just slow down and do better work.

说实话，这正是我们最想实现的目标。

And and, frankly, that's that's kind of the top of the list of what we what we're trying to do.

我们希望系统尽可能不打扰医护人员，完全融入工作流程，同时提供全面的透明度和可视性。

We really want our system to be as unintrusive as possible, to be as seamless a part of the workflow as it can be while providing that enterprise transparency and visibility.

这确实很有道理。

That makes a lot of sense.

你提到一个很重要的点，尤其是在医疗领域，你考虑的不只是直接客户。

And you brought up a really good point in that, especially in health care, you're not just thinking about the person you're selling to.

你还要想到所有后续影响，比如护士们。

You think about all the downstream effects, in your case, the nurses.

但归根结底，护士当天的心情会影响病人的护理，影响医生，也影响他们合作的技术人员。

But also at the end of the day, how the nurses feel on their day affects patient care, affects physicians, affects the technicians they work with.

所以你们确实会考虑到你们产品和服务带来的各种连锁影响，这并不容易做到。

So you do think about all the downstream implications of your products and the services you're offering as well, which is not easy to do.

确实不容易。

No.

这真的很难做到。

It's not easy to do.

有时候，很难把他们当作和购买者一样重要的角色来看待。

And sometimes it's it's hard to it's hard to treat them as a as a persona that matters as much as the buyer.

说到底，这责任在我们自己。

And and and, honestly, that's just on on on us.

我们必须开始从整个软件使用流程的角度，去思考用户体验——看看它如何影响每一个角色，并在每个环节都提供真正的价值。

We have to start looking at, you know, that that user experience through the journey of our software, like, how how it touches all these different personas, and and we can deliver value along the way to each one.

对吧？

Right?

我的意思是，归根结底，我们是卖给这些医疗系统的。

I mean, the end of the day, we we we sell into these health care systems.

他们关心的是财务回报和投资收益，这部分我们讲起来特别简单明了。

They're looking for, you know, financial returns and ROIs, and we've got that you know, that that is a very easy story to tell.

这个故事黑白分明，很好说。

That's a black and white story to tell.

但一旦你开始谈认知负担，比如护士因为没法从你们的药柜里取到药，心情不好；或者她得跑三个地方才拿齐药品；又或者明明系统显示药在那儿，可她就是找不到，最后只能手动override——

But when you start talking about cognitive burden, when you start talking about, you know, didn't the nurse have a bad day because she couldn't get the meds out of your your station, or she had to go to three different stations to get the medications, or, you know, he just he just couldn't find the medication that said it was there, and so he had to do an override.

这种事一出，就得开行政会议。

Now that's gonna mean an administrative meeting.

你说得对，这类问题确实存在。

Those kinds of things, like, you're you're right.

它们真的会直接影响病人的治疗效果。

They really do actually impact patient outcomes.

所以，我们在人因工程和用户体验上做的这些工作，我认为和优质的患者预后直接相关。

So the work that we do around human factors, the work that we do around user experience, I think it has a direct correlation to great patient outcomes.

没错。

Right.

完全同意。

Totally agree.

百分之百同意。

A 100%.

我举个更具体的例子吧，你们去年12月刚推出了Titan XT，也就是四个月前。

I think to go into a little bit more specific example, you just launched the Titan XT last December, so four months ago.

那时候你加入公司才六个月。

It was only six months after you joined the company.

首先，能给我们详细说说这个新产品Titan XT吗？

So first of all, tell us more about this new product, Titan XT.

它到底能做什么？

What does it do?

开发它的初衷是什么？

Sort of what's the purpose behind it?

这个产品主要面向哪些用户？

Who is it targeted towards?

但从你的角度来看，刚加入公司不久就要参与推出新产品，你是怎么适应的？

But also, from your perspective, how did you adjust to joining a company that was gonna launch a new product so soon after you joined?

你是怎么接手的？怎么迅速启动，全身心投入，确保产品准备充分，同时把你的经验用上去，让产品和发布都做得更好？

How did you join, sort of get the ball rolling, just dive right in to make sure that it was prepared and you can do whatever take your experience and sort of make the product better, the launch better?

是的。

Yeah.

不是。

No.

这是个非常好的问题。

It's a it's a very good question.

天啊，这段经历真是跌宕起伏。

And it's man, what a wild ride.

你说得对。

Because you're right.

就在我刚加入的时候发生的。

It happened just right after I joined.

真的挺有意思的。

And it was it was really interesting.

所以，Titan XT，我先给大家介绍一下它是什么，然后再讲它是怎么诞生的。

So so Titan XT, let me just tell everybody what it is first before I I I tell the story of how it came to be.

Titan XT 是我们最新的自动化分配系统。

Titan XT is our latest, automated dispensing system.

所以这是一款联网的、云原生的智能设备，能够安全地储存药品。

So it is a a connected cloud native connected device that securely stores medication.

这是我们系列药柜的最新一代产品。

It's the latest iteration of our our line of cabinets.

这款产品的独特卖点在于，它是专为长久耐用而设计的。

The unique selling points for this thing are it's been engineered to last forever.

它是一款坚不可摧的设备。

It's it's a bulletproof device.

我们已经是市场上高端的产品了。

We're already the the the premium product in the market.

我们一直确保抽屉能顺畅打开。

We continue to make sure that that, you know, our drawers are always going to open.

我们的储物格都会按设计正常亮灯，我们非常注重提供高品质的产品。

Our bins are always going to light up the way that they're supposed to, and and we just take great care in providing a premium quality product.

Titan XT 还具备可扩展性。

Titan XT also offers extensibility.

当我们开始思考这个问题时——我刚加入时，就立刻把一切都当成服务来考虑。

So as we start to think about and this was you know, as I came in, you know, I immediately start thinking of everything as a service.

对吧？

Right?

我整个职业生涯都在做软件即服务。

I've been in SaaS my whole life.

硬件这是我第一次接触。

Hardware this is the first time I've ever done hardware.

所以我在想，好吧。

So I'm thinking, okay.

我们要开始把硬件当成一种服务来考虑。

We'll we'll start thinking about hardware as a service.

我刚说完这句话，我们的硬件团队就立刻说：等一下。

And as soon as I said the words, our hardware team were like, hold up.

咱们来好好想想该怎么实现这个想法。

Let's do let's let's figure out how we're gonna do this.

因为我真正想表达的是，我希望我们能提供一种不每隔十年才更新一次的价值交付方式。

Because what what I really mean by that is I wanna create a a way for us to deliver value that's not every ten years.

我想持续不断地为我们的生态系统提供价值。

Like, I wanna deliver value into our ecosystem continuously.

所以我们开始思考的是，如何把硬件看作是物理设备故事的起点？

So part of what we started thinking about is how do we think about our hardware as the beginning of the story for physical devices?

并且让我们的现有设备具备模块化和可扩展性，这样未来就能添加新的功能和特性。

And that we can create modularity and expandability for our existing equipment such that in the future, we could add new capabilities and new features.

所以Titan是首批内置了可适应性设计的产品之一。

So Titan is one of the first that has adaptability built in.

我们现在有了新的空间，可以加装各种新组件。

So we've got new places where we can add new components.

我不能透露太多细节，但我们确实在认真思考，如何把这些机柜当作一个起点，让它能灵活定制，真正持续地为设备注入新功能和价值。

I don't wanna give anything away, but, you know, we're basically thinking through, you know, what's next for our ability to, you know, think of these cabinets as a a starting point that can be customized and and really allow us to continue innovating and driving value into into those devices.

所以Titan是一个全新的产品系列。

So Titan stands as a as a brand new offering.

它专为所有关注药物管理的人群设计。

It's it's targeted for everybody that cares about medication management.

这可以说是XT系列的自然升级替代品。

So this is the natural spiritual replacement for our XT line.

我们依然在销售XT，但我要强调一点：Titan是真正原生云架构的产品，一开机就能自动连接云端，立即提供完整的联网体验。

We still sell XT, but it's a and and and I think the, you know, the one point to mention there that is truly cloud native, which means that, you know, this is a product that out of the gate, you immediately turn on, connects to the cloud, and can provide you with that that connected experience.

说到联网意味着什么，容我花一点时间解释一下，因为这个词有时候容易被误解。

And what it means and let me just take one second to explain what cloud connected means because I I think sometimes it's it's a little bit lost.

当我们说这些设备是联网的，意思是我可以帮你自动更新软件。

When we talk about having these devices cloud connected, it means that I can keep the software up to date on your behalf.

你根本不用操心设备或服务器上跑的是什么软件。

You would never have to think about what software is running on your device or what software is running on your server.

这些词对你来说都会变得毫无意义。

Those words won't even mean anything anymore.

我们会提供最新、最好的工作流程、漏洞修复和性能优化，就像你用iPhone或者其他设备时那样，系统会自动更新。

We get to a place where we're actually providing the latest and greatest workflows, bug fixes, performance improvements, the the things that you're used to when you think about how your iPhone works or, you know, any other device that you have, it it gets updates.

它不断带来新功能和新能力，这正是我们正在进入的世界。

It provides new services and capabilities, and that's that's the world that we're moving into.

这些设备不再只是笨重的工具。

So the devices stop being dumb.

它们不再需要派人去手动升级，而是成为了一个活的生态系统的一部分，实现端到端的全程可视。

They stop being a thing that you have to send a tech out to update, and they start being something that can be part of a living ecosystem that drives that end to end visibility.

抱歉刚才跑题了。

So sorry for the tangent there.