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Servicing Medical Equipment: World Class Service Management for Medical Equipment

This paper extends prior research on world class service management to the medical device industry. The research suggests that there are two fundamentals that service organizations must master to rise above the competition - operational control of service operations and equipment intelligence. The paper discusses how medical device manufacturers can leverage lessons learned from other service-oriented industries as competition heats up in their own markets. At the same time, the paper points out distinct differences between servicing industrial equipment or consumer products and the healthcare industry, which requires additional rigor due to the need to protect patient welfare and meet regulatory requirements.

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