frank bunge, leica microsystems presenation at aftermarket 2012
DESCRIPTION
"Customer Excellence in ServiceIntelligent. Use of Remote Technologies" Frank Bunge, Leica Microsystems presentation at Aftermarket Business Platform 2014. More information www.aftermarketeurope.comTRANSCRIPT
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Customer Excellence in ServiceIntelligent use of Remote Technologies
keeping highly complex automated systems operational for an improved customer experience
Copenhagen, October 2012
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Size & Sales
Leica Microsystems GroupMajor Global Player in Microscopy and Pathology Diagnostics
Organization
Sales: > $ 1.3 bnAssociates: > 4,500
2 independent OpCos13 production plantsSales Offices in 20 countries
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Leica Microsystems
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IndustryLife Science Medical
Leica Microsystems Company Profile 2012 - For internal use only
Material Research Centres,Scientific Institutions, Schools,
Universities, Forensic LabsHospitals
Life Science ResearchLaboratories & Universities
Imaging Solutions for Research & Clinical Specimen Preparation for Imaging at NanoscalePremium Surgical Microscopes Routine Clinical MicroscopyStereo and Compound Microscopes for Material, Geosciences + Forensic
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Total Solutions for Histopathology Laboratories and Research Sample Preparation
Leica Biosystems
Total Histology – instruments, consumables and reagents for the entire workflowSingle source for all histopathology needsDiagnostic confidence with strong track recordFocused on Lean Histology™ for highly efficient laboratory workflowsInnovative Screening and Picking Technology based on optical imaging
Advanced Staining Systems
Advanced Staining Reagents
Core Histology Consumables
Core Histology Systems
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Clinical &Virtual Microscopy
Leica Microsystems Company Profile 2012 - For internal use only
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RemoteCare at Leica Microsystems
No Service Tool „corporate product”
What has been achieved + „Visions”
Internal challenges + externalobstacles
Pro-active downtime avoidance + predictable service
Win
-Win
forc
usto
mer
+ Le
ica
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Leica clients expect and require uptime
Business Analysis:50% of technical + applications problems can be addressed remotely
Bench Mark outcome:70% of unscheduled downtime can be avoided
Problem Statement
Embedding & Sectioning
TissueProcessing
H&EStaining
Advanced Staining
CoverSlipping
Imaging
products
PathologyWorkflow
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• expectations• Issues• Ideas
VOC
• What do others do
Benchmark
• Costs• Benefits
Business Plan
• ‚Do-it-yourself‘ vs. MarkedSolution
Make or buyEntscheidung
• Tailor madecustomizing
• KPIs
Stand. SW + enhancements
Project Management
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The principle
Equipment “talk”…
… we listen!
Bi-directionalEquipment basedKPIs
•Temperature•Pressure•Power•Cycles•Fill level• ....
Business rules foralertsHistorical dataFDA compliance
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Customer Values
Protect imaging facility 24/7 Provide remote, continuous oversight of critical systems Maintain instruments in optimal condition Detect problems before they occur + quickly remove delays.
Peace of Mind Continual instrument monitoring around the clock
Security The protection customer expect
Productivity Optimize equipment uptime
Support On demand. Online. On-site.
Leica RemoteCare secure research outcomes
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Leica Values
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Optimised product quality
improved service productivity
• Service productivity• Operations inventory• Quality information• R&D APD• Sales revenue• All Reliability
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Part of “Leica Solution”
Available for all
computerized equipment
FoC part of all service contracts
Included in the Factory Warranty, if equipped
accordingly
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Strategic Positioning and Strategy
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Systems: ~2000
Unscheduled repairs - 500
Uptime+ 500 Tage
First Time Fix + 10%
Time to Repair- 20%
PPM - x%
Delighted customers
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success 2010 2012
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Opportunities
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Opportunities: „Leica Current State“
Best practise
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Leica RemoteCare: Maturity curve evolution
Highly dependent upon Internal R&D development (BACKEND)
Highly dependent upon platform integrators &
developers (FRONTEND)
Intelligent data acquired for R&D – fuel the innovation cyclePredictive maintenance for increased field productivity – optimize field resourcesCustomer satisfaction – response time, reduced downtime, predictability & increased up-time
Sales & marketing portal – real time data of your customer baseCustomer portal – added value by giving customer resources to manage their instruments more productivelyService portal – real time internal infrastructure for communication across departments “chatter”
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Project Management Resources
Marketing Material
Mindset IT “White-Paper”
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Challenges + Obstacles
… to be avoided/ ensured
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