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GLOCO Automation of MRI Service/Repair Scheduling

Mohammed Zubair Butt Frank D’Anna Robert Perkins Brenda Wilbur. GLOCO Automation of MRI Service/Repair Scheduling. ISMT E-200 Capstone Project. Company Overview. GLOCO manufactures, sells, and services MRI machines in Europe, the America, Australasia, and the Middle East.

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GLOCO Automation of MRI Service/Repair Scheduling

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  1. Mohammed Zubair Butt Frank D’Anna Robert Perkins Brenda Wilbur GLOCO Automation of MRI Service/Repair Scheduling ISMT E-200 Capstone Project

  2. Company Overview GLOCO manufactures, sells, and services MRI machines in Europe, the America, Australasia, and the Middle East. Historically a niche player, moving towards capturing more market share; needs to improve profitability. Quick expansion led to drop in quality of service. Maintenance contract fees not covering cost of service.

  3. Business Objectives Transform the Service Centers so that instead of operating at a loss, they become a revenue producing part of the company. Increase customer satisfaction in order to retain service contracts and increase repeat sales.

  4. Project Scope A system that enables the MRI equipment to detect machine failures and transmit diagnostic information, allowing GLOCO to open an incident ticket and dispatch a repair technician from the local service center. The system should also automatically schedule routine preventative maintenance as covered in the customer maintenance contracts.

  5. Benefits Reduce local service center help desk staff (phone reps) in order to realize labor cost savings. Reduced on-site visit time for engineers to diagnose problems = reduced cost basis for service calls. Better scheduling of routine preventative maintenance = higher customer satisfaction numbers Increased renewal of service contracts for GLOCO.

  6. Requirements

  7. Current Business Process Diagram • Equipment Failure Event • Customer Discovers Equipment Failure • Local Service Center receives call • Technician is notified and dispatched • Technician diagnoses problem (possibly returning with repair parts) • Technician completes repairs, notifies office.

  8. New Business Process Diagram • Equipment Error/Service Code Generated • Data center receives notification and opens trouble ticket • Technician is assigned and dispatched • Service is completed and ticket is closed.

  9. Use Case 1 • Use Case 1: MRI machine failure • Description: This use case describes the actions when a customer’s MRI machine experiences a failure. • Triggers • Internal machine failure, may be electrical, mechanical, or software related. • Precondition • A GLOCO MRI machine was installed at a customer site. • The machine has internal diagnostic detection and a display console.

  10. Use Case 2 • Use Case 2: MRI – routine maintenance • Description: This use case describes the actions when a customer’s MRI machine has reached a routine maintenance target date. • Triggers • GLOCO company software determines that a customer’s machine should be scheduled for routine maintenance • Precondition • A GLOCO MRI machine was installed at a customer site. • The machine’s last completed maintenance is tracked in the GLOCO database.

  11. Financial Analysis

  12. Financial Analysis

  13. Project Success Criteria • The net repair/maintenance costs to GLOCO will be reduced to a level of at least 3% below the maintenance contract costs to the customer within 3 years. • 80 percent of customers in each region will have adopted the new software one year after the first installations have begun. • The number of days that engineers spend on visits per each customer’s MRI machine will be reduced from 14 to 6. • The rate of renewal of annual maintenance contracts will be increased from 55% to 85% of current customers within 3 years following implementation.

  14. ARCHITECTURE AND DESIGN

  15. Business Architecture

  16. Project Solution

  17. Hardware Requirements

  18. Solution Components

  19. Unscheduled Maintenance Process

  20. ScheduledMaintenanceProcess

  21. Key Data Elements • MRI Machine Information • Customer Data (CRM) • Incident/Ticket Tracking

  22. MRI Transmits Request Request: <?xml version="1.0"?> <soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">         <soap:Header>               <ServiceInputHeader xmlns="http://service.gloco.com/messages/2009-01">                         <ServiceName>SEND_MRI_DIAGNOSTICS</ServiceName>                         <ServiceTxId>123</ServiceTxId>                </ServiceInputHeader>         </soap:Header>         <soap:Body>            <SEND_MRI_DIAGNOSTICS xmlns="http://service.gloco.com/services/MRIservices/2009-01">                    <CUSTOMER_CD>MESSAGE</CUSTOMER_CD> <ItemId>123445</ItemId> <UnitId>658934</UnitId> <UnitCustGuid>C743D9BL</UnitCustGuid> <ProblemCodeId>C743</ProblemCodeId> <SystemStatusInfo>C743D9BL-888-J765-XXX-09870-TL</SystemStatusInfo>           </SEND_MRI_DIAGNOSTICS>         </soap:Body> </soap:Envelope>

  23. Maintenance Scheduler Reply Reply: <?xml version="1.0"?> <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">         <soapenv:Header>                 <sgc:ServiceOutputHeader xmlns:sgc="http://service.gloco.com/messages/2008-01">                         <sgc:Controller>lbos74</sgc:ControllerHostName>                 </sgc:ServiceOutputHeader>         </soapenv:Header>         <soapenv:Body>           <SEND_MRI_DIAGNOSTICSResponse xmlns="http://service.gloco.com/services/FMXCONSOLEServices/2008-01">            <DIAGNOSTIC_STATUSES>                 <DIAGNOSTIC_STATUS>                      <STATUS_CD>REC</STATUS_CD>                      <STATUS_DSC>RECEIVED</STATUS_DSC>                      <CREATED_BY>MaintScheduler</CREATED_BY>                      <CREATED_TMSTP>2/07/2009 19:10:01</CREATED_TMSTP>                 </DIAGNOSTIC_STATUS>            </DIAGNOSTIC_STATUSES>            </SEND_MRI_DIAGNOSTICSResponse>         </soapenv:Body> </soapenv:Envelope>

  24. Sample Emails

  25. Sample Emails

  26. Sample HP Incident Ticket

  27. Environments

  28. IMPLEMENTATION

  29. Implementation Overview • GLOCO technicians will plan to make customer site visits to apply the new MRI diagnostic controls software during the target time period = within one year of official release. • The local GLOCO sales representatives will contact the customer by phone and accompany the technical field engineer during the on-site upgrade visit. • The GLOCO company website support section will be updated with instructions and downloadable documentation describing the automated support/maintenance procedures and centralized service center contact information. • In parallel with the software implementation, all “Level 1” phone support will be transitioned to the central service center in India.

  30. Implementation Strategy • Beta Test Sites • Will take place after QA first pass complete • Discounted maintenance incentive plan • Parallel to customer-initiated support call method • Regional Roll-Out • On-site customer training / orientation • On-site testing

  31. Project Plan Design/Develop

  32. Project Plan Implementation

  33. Required Resources * Amounts are based on average estimated cost of $175,000/year per resource

  34. Required Resources Cont.

  35. Risk Assessment / Mitigation

  36. Success Metrics • 80 percent of customers in each region will have adopted the new software one year after the first installations have begun. • On average, the number of days that engineers spend on visits per each customer’s MRI machine drop from 14 to 6 per year. • Number of renewed service contracts increases from 80% to 90% • Net repair/maintenance costs to GLOCO decrease to a level of at least 3% below the maintenance contract costs within 3 years.

  37. Thank You

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