FIELD INTELLIGENCE Smart Processes, Solutions & Strategies
Medical industry is perfect template to innovate around
glitches out in the middle of a pro- cedure. The defibrillator goes quiet during resuscitation. These events can’t happen. And outside of rare scenarios, doctors and nurses aren’t trained to service these machines.
A
Servicing machines in the medi- cal field is more mission-critical than almost any other industry: Without working equipment, people’s lives are on the line. And there are huge finan- cial implications at stake when talking about investments in multi-million dollar machines whose usage dictates revenue for the organization. A down machine equals lost billings. Enter medical field service tech- nicians, the people keeping dialysis and radiation therapy machines and even hospital beds functioning up to the standards that patients and their physicians expect. Technology and cloud-enabled
service keeps equipment streaming data and “talking” at all times, help- ing manufacturers identify patterns of outages and anticipate when they might occur next. Why manufacturers need to stay
at the forefront of service equipment, and how it’ll pay off: 1. These assets are counted on to
save lives—so they better work. Medical devices are expensive and
often unique. A manufacturer like Elekta might only have 1500 installa- tions of a machine—there isn’t another machine for hundreds of miles—and even just a few minutes of outage
radiation machine goes on the fritz during a patient’s treat- ment. A da Vinci surgical robot
could cost a hospital greatly. So manufacturers must guarantee these expensive machines continue to stay up and running. More importantly, as Internet of
Things technology gains adoption in the medical device space, it is to- tally changing the dynamic between manufacturer and medical facility. Through IoT-laced equipment and remote machine monitoring, a manu- facturer can now guarantee uptime
they’re serving patients in the area. The metric-oriented medical industry is the perfect template to innovate around, with service technology as the catalyst for finding new ways of tracking activity and outcomes. As this service tech continues to ad- vance, it will be smart for these med- ical manufacturers to stay abreast and on the cutting edge of building it into their machines to better take care of patients.
Manufacturers of machines that can mean the difference between life and death are learning that their business is no longer simply about selling a product; it’s about guaranteeing an outcome.
on medical machines. That means it’s no longer simply selling a product; it’s about guaranteeing an outcome. Be it hours of usage, X-ray output or another desired outcome, hospitals and doctors no longer need to worry about outages or calling in for ser- vice and can instead focus solely on patient well-being. 2. Regulations and rules force the
industry to take data seriously. The medical industry is highly
regulated. Insurance firms, govern- ment directives and legalities keep the industry on guard when it comes to data collection and reporting. That kind of exposure has carved out a major opportunity for medical manu- facturers in creating their equipment— and a major upsell to the industry. By outfitting medical equipment with sensors and data collection ca- pabilities, manufacturers can provide valuable information on how well
3. Make it a win-win for both sides. There are major tangible benefits
for medical-device manufacturers themselves when modernizing ser- vice. Manufacturers want to help their customers serve patients as best as possible over the course of every ma- chine’s lifetime—and that can be done through increasing uptime, guarantee- ing reliability and servicing machines quicker and more efficiently. An IoT sensor on a hospital ma- chine can report outages immediate- ly after (if not before) they happen, allowing manufacturers to service machines at exactly the right time, which helps customers give essential treatments to patients and in turn makes manufacturers indispensably involved in saving lives. It is a natural win-win situation and a shared investment in a positive outcome that can be strengthened through greater service technology.
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Scott Berg COO
ServiceMax
www.servicemax.com
March 2017
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