• How do leading companies manage and operate their labs and what impact does that have on their business? Please share your thoughts in our short Chemical Lab Digitalization Survey.Tech-Clarity invites you to join a research study on best practices in lab management. If you've already completed the survey  –> please share with a colleague or you social media friends using the “Share/Save” buttons above. If you haven’t taken the survey  –> please: Take the survey nowComplete the survey and receive a free copy of the final report.In addition,  25 eligible* respondents will … [ read more ]

    Chemical Lab Digitalization (survey invitation)
  • Please join Airbus Helicopters’ Nicolas De Mauroy, PTC's Service Practice Lead Keith Garguilo, and Tech-Clarity's Michelle Boucher,  on Tuesday November 14, 2017 at either 8:00 EST or 2:00 EST to learn how to improve the quality of the information made to service technicians by using the engineering BOM to produce the service BOM. By attending this webinar, you will learn about:The capabilities needed to transform EBOMs into SBOMs. Service BOMs’ impact on field service productivity and service supply chain effectiveness. How Airbus used SBOMs to apply full-circle product lifecycle management … [ read more ]

    BOM Transformation: How to Bring Service in to the Product Lifecycle (webcast)
  • Close the Engineering Skills Gap:Prepare New Graduates to Be Real-World Ready shares new research on the gap between the skills graduating engineers have and skills companies would like to see. The research examines the evolving needs of the engineering department. The results reveal that engineering departments expect to grow so we will need more engineers. On top of that, the required skills will also expand. Complicating the situation, as the most experienced engineers approach retirement age, companies must figure out how to replace that knowledge. This makes the skills of new engineers especially … [ read more ]

    Close the Engineering Skills Gap (survey findings)
  • This infographic shares our research on how Top Performing companies achieve better NPDI performance than their competitors, excelling at revenue growth, margin expansion, and delivering innovative products. The infographic starts by providing a graphical view of the unfortunate truth about new product development, companies miss their quality, cost, requirements, regulatory compliance, project budget, and time to market targets far too often. The graphic shares perspectives from our research.The piece is an Autodesk infographic leveraging data from our 7 Ways to Outperform Your Competitors in … [ read more ]

    How to Beat Your Competition in Product Development (infographic)
  • Tech-Clarity's Jim Brown hosted a panel discussion at the recent Dassault Systèmes 3DEXPERIENCE Forum in Florida. The participants shared their perspectives on the cloud and their experience moving PLM to the cloud using the 3DEXPERIENCE Platform. Participants include:Kavi Parupally, Senior Director of Business Apps, Rockwell Collins Javier Glatt, CEO, CADMakers, Inc. Jeff Walters, VP Engineering, Globe Trailershttps://youtu.be/qqjE-ZtJOKc … [ read more ]

    Accelerating your Business & Reducing Complexity with the Cloud (panel discussion)

Service Lifecycle Management for Medical Devices


SLM for Medical Devices: The Strategic Role of Service highlights the strategic role that service plays in the medical devices industry in ensuring customer satisfaction to enable future sales, while maintaining optimal costs to protect profitability.

Please enjoy the summary below, or click the report or title to download the full PDF (free of charge, no registration required).

NOTE: This paper is from the Tech-Clarity archives, it was originally published in 2004 but still has relevance today.

Table of Contents

  • Executive Overview
  • Compliance is Critical
  • Enabling Compliance with Automation
  • Service is Strategic to Customer Satisfaction – and Future Sales
  • Making Best Service Practices Standard Operating Procedure
  • The Good and Bad of Servicing a Captive Audience
  • SLM Drives Superior Service at Optimal Cost
    • Never Ignore a Call for Help
    • Reduce Waste in the Call Center and Office
    • Avoid the Service Call (or at Least Reduce the Urgency
    • Make the Right Calls First
    • Close the Call the First Time
    • Keep Technicians Productive, not Just Busy
    • Turn the Service Call into an Opportunity
    • Turn Service into Cash – Rapidly
    • Stop Revenue Leaks
    • Enhance the Customer Relationship
    • Grow Revenue by Restarting the Service Lifecycle
    • Turn to Proactive Management
  • Summary
  • Recommendations
  • About the Author

Executive Overview

Ask an outsider about what makes servicing medical devices challenging. They will probably tell you that—beyond all of the regular challenges in servicing equipment—you probably have to face a lot of extra red tape and regulatory complications. Of course, they will have guessed right. But outsiders don’t service medical devices, and managing regulatory requirements is not the whole story about servicing medical equipment.

Servicing medical devices is not the same as servicing a consumer item like a television, a computer, or an entertainment system. Manufacturers in consumer industries can sell their products and then move on to the next piece of business. This is also true for industrial equipment, although often to a lesser extent. Manufacturers in those industries can draw a hard line between manufacturing and service, or even choose to leave service to third parties that they have no relationship with. Although many of these companies are trying to capture the revenue potential available from servicing their own equipment, it is generally a decision that is based on growing the top line. Service in the medical devices industry, however, is not optional. Service is integral to the relationship with the customer and very tightly tied with the success or failure of the company. In the medical devices industry, services are strategic and manufacturers of equipment used in the medical field are held to a higher level of responsibility by their customers.

There are advantages and disadvantages of the closer relationship between medical device vendors and customers. On one hand, companies typically don’t have to compete for service contracts with competitors. Because of the complexity of their products and the highly regulated environment, it is often very difficult for uninvited third parties to maintain a manufacturer’s equipment. Our outsider might guess that the lack of competition for the service contract means that the cost of maintaining equipment is not an important issue. On the contrary, it means that managing the cost of servicing equipment is frequently more important to the bottom line than in other industries. This contradiction is a result of the lack of competition, and the buyers’ knowledge that they don’t have flexibility to shop around a service contract. To compensate, the buyers may negotiate the service costs well in advance, often as a part of the equipment purchase. In these cases, service revenue is fixed. Therefore, services profitability can only be impacted by attacking the other side of the profitability equation— cost. Service Lifecycle Management (SLM), coined by industry analyst firm AMR Research, is an approach that allows service organizations to better manage their service-related processes. SLM results in both better service and reduced costs. For medical device companies, it is critical to take advantage of the opportunities that SLM offers to simultaneously enhance the relationship with the customer and keep service costs in control. And yes, compliance is critical to all aspects of the business and shouldn’t be minimized in the least.


Speak Your Mind