DAY ONE | THURSDAY, JANUARY 18
8:00 REGISTRATION & MORNING COFFEE
8:50 CHAIRPERSON’S OPENING REMARKS
Geoff Bragg, Director, Global Service and Repair, ARTHREX
9:00 KEYNOTE PANEL: VALUE-DRIVEN FIELD SERVICE OPTIMIZING RETURN & CUSTOMER ENGAGEMENT
As medical device corporations throughout the country push towards the delivery of higher levels of value for products in an intensely competitive marketplace, field service teams are drawn into the discussion as a part of the overall product sale and post-sale connection to healthcare systems. Consolidation across the healthcare industry is only furthering the need for value-based field service, particularly in markets driven by GPO and ACO purchasing and decision making, where service becomes a strategic partner and differentiator. Embracing new technologies and working across channels will enable field service teams to continue providing the highest levels of support while also driving corporations forward through new revenue streams and value-add service provision.
- Retrospective analysis of field service trends
- Current market statistics and atmosphere
- Forward thinking approaches to service
John Saba, VARIAN MEDICAL SYSTEMS
Joe Kenny, SERVICEMAX
Lee Player, Field Service Expert
9:45 TRANSFORMING FIELD SERVICE WITH THE CROWD
Very recently, there has been a convergence of increased customer demands, new business challenges and technology innovations that presents a unique opportunity for field service organizations in the medical equipment industry to dramatically retool field service operations to create a more efficient operation, happier customers and create new business models. Everyone has heard of IoT, Augmented Reality and AI as breakthrough technologies, but there are other factors under the surface that can create dramatic, and positive, change. Partly due to the success of IoT, customers require immediate service response (or 100% uptime if that is the supply model) but field service organizations are burdened by manual systems and, further, losing experienced field service staff to retirement and cannot find enough talent to replace them. In this session, Coresystems will show how Crowd Service is leveraging those technologies to counter the business challenges and take advantage of a growing contingent workforce to counter growing customer demands and create even better outcomes.
Learn how Crowd Service can help you:
- Own the customer touch point throughout the service lifecycle.
- Scale your services business beyond your traditional boundaries.
- Drive new leads and opportunities to grow service and parts revenue
- Achieve a step change in NPS
Mike Fuller, Enterprise Sales Manager East Coast, CORESYSTEMS
10:30 COFFEE & NETWORKING BREAK
11:00 SERVICE & REPAIR GLOBAL IMPLEMENTATION CHALLENGE AND SUCCESS INSIGHTS-JOURNEY TO THE CLOUD
For today’s medical device companies, the role of field service remains the heart of customer loyalty. In this highly regulated industry, efficiency with compliance is critical. An The implementation of a validated efficient field services SaaS cloud platform can transform the customer experience and medical device leaders are moving to the cloud to take advantage of the benefits a cloud field service solution can provide while remaining compliant.
- Adhering to updated industry regulations
- Revaluating service management platforms
- Improving response time and meeting customer requirements
Lisa Halteman, Technology Service & Repair Product Line Owner, ETHICON, INC. A JOHNSON & JOHNSON COMPANY
11:45 SMALL GROUP BREAKOUT: DEFINING BEST PRACTICES FOR REDUCING REPAIR TIME
A critical component to ensure consistent customer satisfaction in field service is to reduce device downtime to ensure hospitals equipped to provide consistent patient care. Device companies are constantly pursuing opportunities to restructure repair procedures as a way to align with customer expectations, but often struggle to conceptualize an alternate operational structure. Through interactive discussion, attendees will get the opportunity for peer to peer knowledge share and share real world examples of successful repair protocols across a variety of differing products, providing field service executives with additional strategies to minimize machine downtime and optimize customer satisfaction.
- Breakout Group 1: Implantable Devices
- Breakout Group 2: Capital Equipment
- Breakout Group 3: Surgical Tools
- Breakout Group 4: Durable Medical Equipment
John Saba, Director of Service, VARIAN MEDICAL SYSTEMS
12:45 LUNCHEON FOR ALL CONFERENCE PARTICIPANTS
2:15 BREAKOUT SESSIONS: CREATING A ROBUST AND ENGAGED FIELD SERVICE TEAM
An essential component of success within medical device field support and repair is composing and maintaining a team of trained, engaged and dedicated field workers. As an increasing number of skilled and experienced service engineers begin to retire out of the workforce, executives are looking to involve a new generation of service engineers but have been faced with challenges of attracting millennial workers to the industry, creating involvement for remote engineers, and consistent employee retention. Through small group breakout sessions, attendees will have an opportunity to participate in peer to peer dialogue to discuss solutions to today’s evolving workforce.
BREAKOUT 1: RECRUITING NEW TALENT TO FIELD SERVICE
- Understanding needs of millennial employee
- Illustrating value of field service careers
- Resources for locating & recruiting new talent
BREAKOUT 2: INCREASING ENGAGEMENT OF CURRENT TEAMS
- Individualizing methods of employee engagement
- Engagement of employees and employee retention
- Overcoming challenges of engaging a remote worker
Anthony Rinaldi, North American Service Manager, BOSTON SCIENTIFIC
3:30 COFFEE & NETWORKING BREAK
4:00 MASTERCLASS: MITIGATING RISK OF FAULTY THIRD PARTY DEVICE REPAIRS
Hospitals electing to partner with third party contractors for discounted repairs and maintenance is a rising concern for medical device organizations, as independent repair organizations are not subjected to the same regulatory standards as manufacturers. Lack of regulatory oversight has led to repair services conducting improper assembly, utilizing sub-par parts, and providing minimal maintenance, which has ultimately led to an array of patient safety hazards, which manufacturers are still liable for and can severely compromise brand integrity and carry financial repercussions. In order to mitigate these risks, it is critical for executives to employ practical strategies decreasing the use of third parties though customer education and competitive service guarantees, as well as minimizing risk of external repairs by device monitoring, and petitioning for third party regulatory oversight.
- Educating hospitals regarding risks of third party repairs
- Restricting outside service though innovative contracts
- Creating a monitoring system of external repairs
Steven Niedelman, Lead Quality System and Compliance Consultant, KING & SPALDING
4:45 PANEL: UNINTERRUPTED FIELD OPERATIONS THROUGH COMPREHENSIVE RESOURCE MANAGEMENT
The primary goal for all medical device field teams is to deliver optimal repair and remediation services to all customers, and manufacturers must have the proper resources to ensure timely repair turn-around times to minimize product downtime. In order to provide uninterrupted service, organizations must review manpower requirements, technology needs and overall repair resources such as product parts, to guarantee repairs can be executed. As product end-users are spread out geographically and repair needs can vary, executives must have procedures in place to monitor current resources while also maintaining plans for rapid resource reallocation when unforeseen needs arise.
- Proactive resource monitoring
- Technologies for tracking resource usage
- Strategies for resource redistribution
- Scaling to global resource management
Hannah Davies, ACELITY
Rick Spitzer, KARL STORZ IMAGING
Greg Camara, CORESYSTEMS
5:30 END OF DAY ONE CONFERENCE
5:30-6:30 COCKTAIL HOUR FOR ALL SPEAKERS AND ATTENDEES SPONSORED BY COGNIZANT