“Using remote support technology has improved on-the-job training and decreased the time to train new technicians by an average of 41%” – SightCall
Uncomplicate Compliance
Cut down on penalties and fines by building systems, automating processes and making it harder to make expensive mistakes
You already work on incredibly complex machines that save human lives. You are already asked to perform repairs under near impossible deadlines.
Why not add a few layers of wildly complicated government guidelines and ever-changing federal and international regulations?
Medical device service is nothing if not challenging.
The machines you manufacture and service are subject to a range of regulations and guidelines, including those set by the Food and Drug Administration (FDA) and international standards organizations like the International Electrotechnical Commission (IEC).
These rules vary by country, change frequently and stepping “out of bounds” can result in serious fines and penalties.
The bottom line? Breaking the rules is bad for your bottom line.
Here are a few suggestions for helping your field techs master the fine art of compliance:
- Set the Tone in Training
Give your on-site engineers everything they need to know about compliance before they head into the field. Minimize costly errors by helping them understand the business impact of non-compliance. - Design Systems for Success
Reduce careless tracking and documenting mistakes by setting up consistent systems. Implement policies and procedures for servicing medical devices correctly and in compliance with relevant regulations. Make sure you have a quality management system (QMS) in place to help ensure that medical devices are serviced to the highest standards of quality and safety. - Automate to Reduce Risk
Take a closer look at how service teams handle compliance information. Proper documentation and record-keeping practices are essential. This includes keeping accurate and up-to-date records of all service activities, as well as maintaining records on the performance and maintenance of medical devices.
Does any of your compliance documentation process still include the use of pen and paper? Then you are exponentially increasing the risk of human error.
One way you can lower that risk is with automated digital work instructions that eliminate the possibility of lost paperwork, sloppy handwriting or skipped forms.
“Businesses lose an average of $11,000 per employee every year due to ineffective communications and collaboration” – Mitel, 2017
Champion Communication
Untangle crossed wires by creating clear channels that connect and empower your employees
You rely on teams to solve problems and resolve issues. And teams require collaboration and coordination.
But communication is the real glue that holds everything together.
If you want to improve the efficiency of your service teams, here are some key communication questions to consider:
- How do you rate your “pre-call clarity”?
Improving communication starts with the first service request. The better your team can set and manage expectations, the better. Understand exactly what’s happening with the device on site before rolling a truck to ensure you arrive prepared.
The more insight you get up front, the faster you can resolve the issue. You can use a number of different tools to improve clarity, but we’re (understandably) partial to a visual platform that can capture media, scan data, and give you eyes on site. - Are you optimizing the way that on-site employees communicate with other service team members and supervisors?
If you’re relying on smartphones and text messages, you need to make sure that vital information isn’t falling through the cracks. When the messages include questions and details about real-time issues, what happens if one side doesn’t respond? What if verbal instructions aren’t clear or signal quality is poor?
Setting up robust and reliable communication channels saves time. And the more information that can be exchanged through those channels, the better. Pictures are always better than words and video is best of all. - If technicians get stumped on site, do they power through and hope for the best? Or are they empowered to reach out for guidance?
Having a way to connect more than one employee in many different places helps amplify the effectiveness of your team.
Instead of “one tech, one truck,” remote support tools give you the power to instantly deploy teams of experts when and where they are needed. Two heads are always better than one, even if one of those heads is virtual. - Do you provide communication training in “medium skills”?
Odds are good that “medium skills” isn’t really a thing.
But for now, let’s pretend they fall between “soft skills” like communication, problem solving and teamwork and the much more technical “hard skills.” “Medium skills” can be things like sales techniques, interviewing, and light detective work.
Most field engineer employment ads already start with outlining requirements like “outgoing, energetic and good with people.”
That’s because field service engineers act as the face of your company on every single call.
That’s both a big responsibility and a huge opportunity. Don’t miss the chance to make sure that every employee understands the value of face-to-face customer time.
Get the job done right. Get the job done fast. But don’t stop there.
Encourage your field team members to be proactive and inquisitive. Great smiles go a long way, but the ability to collect actionable insights is even better.
Yes, “collecting actionable insights” sounds a bit nefarious, but the ultimate goal is to HELP your customer.
Gaining insight helps you understand your customer’s “big picture” and recurring pains. Only then can you find new and better ways to delight them, anticipate their needs and make their business lives better.
Transformation is a journey, not a destination
Healthcare technology is in a constant state of change. Brilliant minds are stretching the boundaries of what’s possible. And nobody knows for sure what the future holds for medical science.
Chips are getting smaller. Computers are getting smarter.
But people still matter more than ever.
Focus on your people.
There are no one-size-fits-all solutions for building a more efficient service organization. But if you’re looking for growth, we humbly suggest that you invest in your greatest asset.
Help them master the three C’s, and give them the tools and technology they need to get better at what they do.