It’s no secret that large organizations can often be rigid with a strict set of service offerings that tend to be confined to specific issues without the flexibility that is often needed to solve problems.
But Philips Healthcare Services, ‘Philips’, strives to break-through the stereotypes of large organizations and be unlike any other service provider. While Philips is a large multi-billion dollar global company, the company remains as focused today on supporting patient care and the highest level of quality service as it did the day it opened its doors in 1896 when Philips manufactured the first X-ray tubes for medical applications.
Philips’ rich and storied history in providing industry leading innovations in products and services is entering into a new chapter in which the company has a goal to be the most “in-house friendly” service provider in the marketplace.
Delivering on this goal, Philips offers a catalog of service opportunities called RightFit Service Agreements that allow in-house teams to design and tailor a flexible service program to fit their unique needs.
“We get great feedback every day from customers who articulate the ever changing and dynamic environment,” says Todd Reinke, Philips’ Senior Director of Service Marketing for the Americas. “They ask us to help them with cost control and ‘getting more for less,’ while still maintaining quality and safe patient care. They need to maintain older equipment inventories, while investing into emerging technology innovations. They want to partner with us as the administrative burden with federal and state reporting and privacy requirements grow. They want flexibility in their service contracts as they consider balancing financial risk with service quality. And they ask us for value-added service to support long-term business relationships.”
“Philips’ goal is to meet these customer needs by being more than just a vendor to our customers,” Reinke adds. “We want to enable our customers to prepare to react to changes quickly and effectively. Quick and effective reaction to changes requires flexibility in organization and processes including vendor relationships. And as an OEM service provider with additional capabilities to service equipment from other manufacturers, Philips is strongly positioned to support in-house teams by providing flexibility as well as resources.”
What sets Philips apart?
Philips differentiates itself by providing strong partnerships with their customers, as well as by meeting or exceeding customers’ clinical support and service agreement guidelines. Philips is committed to providing meaningful innovations that improve the quality of care, enhance patients’ lives and enable the delivery of better outcomes at lower cost.
Philips continually ranks No. 1 in Service Quality as measured through IMV surveys for equipment and service engineer performance. Philips invests directly in customers’ business by providing dedicated on-site support and remote services. Known as the “people” company, Philips builds relationships with all areas of their customers’ business. Philips’ global brand strength and reputation are built on the strength of locally focused service teams that are actively engaged in their customers’ communities.
Service Plans and Offerings for In-House Teams
By taking advantage of leading technology and access to top quality service and parts, Philips’ RightFit Service Agreements maximize and protect their customers and their equipment with improved productivity, extending each customer’s system’s lifetime while maintaining peak performance. Philips provides flexible, effective solutions assuring the “RightFit” without compromising service expectations.
Philips Service Agreements range from Comprehensive to Shared Services to Time and Materials and are available for Philips and non-Philips systems.
For in-house teams, Philips offers a range of service coverage and options.
For organizations that want back-up support, Philips RightFit Service Agreement SUPPORT delivers unlimited second-response labor and full coverage for critical parts like PET crystals, photomultiplier tubes, MR cryogens, and coils. They enjoy shared PMs and service event calls with Philips’ engineering team to gain further insight into how to repair the system. RightFit SUPPORT also provides options for strategic parts (tubes, flat detectors, image intensifiers) coverage, parts and labor pools, and premium value-added services.
For organizations that want to create a customized solution based on the talent and technical skills of their in-house staff and budgetary requirements, Philips RightFit Service Agreement ASSIST is ideal. RightFit ASSIST provides access to diagnostic software, service documentation licenses, and remote diagnostics on Philips equipment, and unlimited standard parts for non-Philips equipment. A wide range of coverage options, including strategic parts and labor pools, is also available.
Customers who have changing service needs and future plans to support a system with an in-house team, may choose a service option called Transition Assist at no additional charge. Living up to its name, Transition Assist allows the customer to move from Full-Service plans to shared services upon their agreement anniversary date without any penalties. For the customer, the benefit of this unique feature is the ability to prepare and plan to take their imaging system servicing in-house.
A Technical Training Flex Account option empowers customers to select which team members will be trained when and Philips works with them to develop a training schedule.
For customers wanting clinical education, Philips offers online and on-site training programs for a variety of imaging systems.
Repairs require parts and Philips offers easy and quick access to quality, certified parts through a variety of parts only programs leveraging its relationship with AllParts Medical, www.allpartsmedical.com, a division of Philips Healthcare.
“Whether you need full-service, shared service or demand services for your in-house teams” says Eunni Lee, Service Marketing Manager for Philips in-house programs, “we have a solution for you. We are all about flexing to meet customers’ needs and partnering with them. We are there to help them make sure that their imaging servicing and business goals are not compromised.”
For more information about Philips Services, visit www.philips.com/uscustomerservices.