Toshiba Medical Systems Co. Ltd. (TMS) is a global manufacturer and distributor of medical equipment. The Company trades as TMS Sp. z o.o. in Poland. TMS is one of the largest distributors of diagnostic devices, such as CAT scanners, USG scanners and MRI systems in the country.
Servicing the equipment Toshiba Medical Systems delivers is a significant part of TMS Operations. This includes regularly inspecting devices, fixing reported faults, and delivering spare parts and consumables. Customer Support had previously been based on hard copy documents.
The main goal of the project was to move Maintenance Services from a paper-based system to electronic media. The Service Support System has effectively eliminated paper documentation, and become the foundation upon which Toshiba Medical Systems services medical equipment for healthcare organizations.
Our electronic Service Record and Management System was designed to speed up maintenance services, to reduce related costs, and to provide more accessible data and a better reporting system so that Toshiba Medical Systems could more effectively manage its Service Engineers around the country.
The deployment of the Service Support System in Poland served as a feasibility test for similar projects in other European countries.
The Service Support System is a web-based intranet application. Users are assigned the following Roles:
- Operator — Records Customer Service Requests, assigns them to available Service Engineers, and updates Performance Status of the Request.
- Service Engineer— Accesses required customer data, equipment and service parts; reports on completed service work, orders parts, completes Customer Service Reports, and settles Service Payments.
- Manager— Supervises service delivery, audits activity reports, and monitors Customer Service Request Performance Status.
- Administrator— Manages Users, their authorizations, and other System parameters.
The System is based on three Registers:
- Customer Register— Collects and organizes TMS Customer Data, including addresses, accounting data, divisions and other locations, and name and title of employees responsible for reporting faults. TMS Customer Data is comprised of demographic and account information of healthcare organizations and hospital Customers.
- Equipment Register— Stores data about serviced devices (including technical data, device information, and installed hardware options) in the Customer Database. This allows equipment to be located and specific properties assigned to Customers, such as site, division, and personnel.
- Service Parts Register— Contains data related to replacement parts and accessories (options), which can be installed or replaced in devices.
These Registers enable the following Customer Service Support process steps:
- Accept Request
- Open Service/Warranty Thread
- Assign thread to Service Engineer
- Initial diagnosis
- Complete Repair Report
- Close Thread
Each Thread provides System Users with the capability to display Customer correspondence history in a similar way to Internet forums.
Once they log in, the Service Engineers can view their assigned Service Requests, equipment history, completed repairs, installed options, and check-ups. Service Engineers can post comments or reports on specific Requests and maintain historical data related to serviced equipment.
The Service Support System maintains a file of times required to solve problems. Service reports, with an account for labor and travel, are printed automatically. Operators are notified of planned maintenance and periodic inspections, and can then assign them to Service Engineers.
To monitor service delivery, the Service Support System provides a complete set of User Reports. These Reports are made available to Users, depending on their System Role (Operators, Engineers, and Managers). Reports are generated as web pages and may be exported to Excel or as text files.
"System development took approximately 10 weeks. Implementation, which followed a pilot period, was successful and the Service Support System has completely replaced the Customer’s traditional request handling processes".
The Service Support System is a fully-featured Web application. It was built using OneWeband the environment is J2EEcompatible. The OneWeb platform is the result of many years’ experience in developing advanced Web solutions.
OneWebprovides the necessary components, development environment, and design and implementation methodologies. Because of these unique features, Architects and Programmers at e-point can focus on implementing the business functionality of the System. Any extra functional properties are delivered via the OneWebplatform.