Sysmex Services. NE User Group Meeting June 20 th, Copyright 2013 by Sysmex America, Inc. All rights reserved.

Transcription

1 Sysmex Services NE User Group Meeting June 20 th,

2 Hematology Specialists 2

3 Laboratory Generalists Generalist: Broad knowledge of patient care Holistic view of patient results Flexible and marketable 3

4 What are the challenges? Meeting turn around time (TAT) goals Retaining Staff Reducing Errors Cost pressures Growing your business 4

5 Meeting TAT Goals What affects TAT goals? Analyzer uptime Slide review rates Others? 5

6 Retaining Staff Meaningful work Education Competency Right people at the right time Overall workload 6

7 Reducing Errors Pre-Analytic Analytic REPORT Post Analytic 7

8 Cost Pressures Do more with less staff Less money for staff development Reduced reimbursements Cost/procedure vs. cost/outcome 8

9 Growing your business What are the things that go into growing the business? 1.Quality 2.Workflow 3.Pricing considerations 4.Competition 9

10 Customers Expect Us To Care more than others think wise. Risk more than others think safe. Dream more than others think practical. Expect more than others think possible. Howard Schultz, CEO Starbucks Coffee 10

11 Committed to Your Success Solutions to help you succeed Solutions tailored to your needs Solutions that are easy to use 11

12 Turnaround Time = Your Productivity 12

13 Sysmex Network Communication System (SNCS) Powering Productivity Desktop Sharing Analyzer monitoring Troubleshooting Applications 13

14 Sysmex Services Applications Customer Resource Center Service Laboratory Reports 14

15 Managed Calibration Program 15

16 Evidence Based Calibration 16

17 Calibration Delivery Remote: Cal Specialists perform via SNCS Onsite: FSR comes to your laboratory to perform 17

18 Fun Fact Q. How many remote calibration verifications done each month? a. 250 b. 150 c. 350

19 Customer Comments Best invention since sliced bread. Takes a load off our mind as laboratorians when it comes to remembering when this calibration is due. Takes a few minutes to perform. Looking forward to the next one in 6 months. Quick like a bunny They discovered an issue with our instrument and put out a service call. By finding a problem before we even noticed it, may have saved us down time at a later date. We were having issues with Hgb Turbidity flagging and the Cal Specialist was helpful in calibrating our HCT to the expected mean. 19

20 Accurate Results Sysmex QC Program contains: 1. Insight Program 2. Controls and Calibrators 3. Evidence Based Control Limits 20

21 Insight 1. Manage QC 2. Real Time updates with XN 3. Body Fluid peer group with XN 4. Streamlined data submission 5. Reporting choices x 7 access 21

22 Fun Fact Q. How many analyzers report into Insight? a. 8,000 b. 10,000 c. 6,000

23 Sysmex QC Products Managing Cost All inclusive Retics,NRBC s and advanced parameters Reducing Errors Evidence Based QC limits Managing QC in Insight Increased Productivity Minimal Lot Changes-84 day lot life Auto QC into Insight with XN 23

24 Sysmex Service Maintenance 1. Uses evidence based principles AND 2. Predictive Maintenance algorithms to determine the status of the analyzer Increased analyzer Availability 24

25 Analyzer Maintenance History Technicon SMAC 25

26 Analyzer Maintenance History 2010 s Visual inspection by the FSR Time since the last service visit Analyzer alarms QC trending Internal analyzer data Cycle Counts Predictive rules 26

27 Analyzer Evidence 27

28 Service Maintenance Program FROM TO 28

29 Using the CRC 29

30 Customer Resource Center (CRC) Customized views Personalized login for all analyzer users Access to: Center for Learning Insight ACP information 30

31 ACP Information 31

32 Sysmex LMS 32

33 Traditional Service 33

34 Our People: Unparalleled Support Applications Customer Service Technology Assistance Center (TAC) Customer Resource Center Field Service 34

35 Applications Staff 1. Seamless Analyzer Implementation: CLSI formatted procedures Validation studies On-site training Data reduction 2. Ongoing Support: Lab in-service / education Advanced clinical parameters (ACP) review Review / optimization of analyzer performance / workflow 35

36 Technical Assistance Center (TAC) Live 24/7 support for Analyzers, WAM, and interfaces Calibration specialists QC/Insight Support team Flexible contact options including phone and 36

37 Field Service Support Technical Consultant Team Applications Team Service Management 37

38 Service First Program Provide support with trained on demand FSR s Anticipate and Respond to Customer Growth (New and Existing) Flexible for Temporary and Long- Term Customer needs 5-7 FSR s in training ready to respond when needed Predicting Service Needs 38

39 Your Proficiency 39

40 Flexible and Consistent In person Classroom Instruction Online E-learning Online Live Online Classes Online Free Webinars Flexible and powerful educational options for you and your staff to help keep them proficient throughout the lifetime of your analyzer 40

41 Classroom Training In person Classroom Instruction Focused on: Operation Quality Control Maintenance Troubleshooting 41

42 Online Training Classroom Online Live Online Classes Live video feed from Sysmex Studio Instructor Led Exercises Demonstrations Discussion Accessible from computers or mobile devices 42

43 Webinars Online Free Webinars Available on the CRC: Live webinars Pre-recorded CEU credits Multiple Topics 43

44 e-learning Modules Online E-learning Pre-recorded Modules Produced, and pre-recorded Available to your staff 24 hours a day, seven days a week. Multimedia exercises Procedural demonstrations Interactive simulations Multimedia reference files 44

45 Realizing the Possibilities 45

46 Consultative Services Pre-installation Support Post-implementation Reviews Ongoing Analyzer Reviews 46

47 Workflow Consultants Utilize LEAN principles to determine: appropriate automation configuration financial impact return on investment (ROI) Work with you and customize a solution to maximize your lab s productivity and efficiency 47

48 Suggested Laboratory Design 3-D Lab Layouts 48

49 Transition Management 49

50 OneVoice Sysmex single point of contact for: Analyzer Training Analyzer Installation Analyzer Implementation 50

51 WAM-Automation Project Management Cross-functional integration leadership for WAM automation solution integration Partners with you to develop and maintain collaborative efforts in planning, scheduling, and implementation 51

52 Sysmex SNAP All automation systems arrive built, tested and calibrated, to streamline your installation. 52

53 Onsite Installation-SNAP 53

54 54

55 Automation Post-Implementation Ensuring your newly implemented Sysmex solution is fully optimized Our Sysmex workflow consultants will: Observe your workflow Calculate Slide review rates Review WAM rules 55

56 Pre-install vs. Post implementation Data 56

57 On-Going Analyzer Reviews Our Applications Staff will review: Flagging settings Reagent usage QC data ACP data Analyzer reviews dedicated to keep your lab productive and discuss future possibilities 57

58 At the end of the day You made an impact! 58

59 Sysmex Services Maximizing your productivity Elevating staff proficiency Realizing the possibilities Sysmex Services: Inspiring your success 59

60 Thank You! 60