Aim of the project:

Toshiba Medical Systems Co. Ltd is a global company producing and distributing medical equipment. TMS Sp. z o.o., the Polish branch, is one of the largest distributors of diagnostic medical equipment in the country: computer tomographs, ultrasonograph or magnetic resonance machines. 

The important share of company’s activities has been servicing of the delivered equipment, which includes periodical check-ups, removing of malfunctions, delivery of spare parts and materiałów eksploatacyjnych. Until now the client service in this matter has been based on a paper trail.

The basic aim of the project was to switch from a paper form of a client service to its electronic form. The system of electronic evidence and service activities management was supposed to expedite the service process, diminish its cost, better manage the work of service managers in the entire country thanks to easy access of all data.

The implementation of the Service Support System in Poland would also serve as a capacity measurement to put such solutions into practice in other European countries. 

 

Project description:

The Service Support System for Toshiba Medical System, implemented by e-point company, is a web application. The users of the system play the following roles:

• operator – gathers evidence about client service calls, assigns queries to specific services providers and overlooks their implementation
• service manager – has access to essential client data, equipment and spare parts, reports on service delivery, provides cost estimates
• manager – overlooks the delivery of service, monitors reports of executed actions, supervises the flow of service queries
• administrator – manages user accounts, their access rights and other system parameters

The system is based on three registers:

• client register – gathers and displays data concerning TMS clients: contact and accounting data, local divisions and other locations, persons responsible for malfunction reporting, etc.
• equipment register – stores information about serviced equipment (including technical data and equipment tag, installed optional features) matched to client database, which makes equipment placement possible.
• spare parts register – contains spare parts and accessories data possible for installment/exchange in serviced equipment

Service team manages the client service process on the bases of the registers through:

• Registering the query
• Opening service/warranty case
• Assigning case to the service manager
• Initial diagnosis
• Service report
• Closing of case
• Invoicing

Each case may contain correspondence history with the client displayed in a discussion group.

Each service manager accesses the list of assigned queries after logging into the system. He/she is able to follow the equipment history, performed repairs, installed options, check-ups. He/she may place comments/reports related to the specific case and make additions to the service history of the given equipment. 

The system allows printing of service reports together with evidence of work and travel time. In a situation of planned repairs and periodical check-ups the system informs the Operator about these jobs who in turn assigns the case to service manager.

The system provides reporting options for action needed, accessible for system users (Opertarors, Service managers, Managers). Reports can be viewed online and can be exported to Excel and text files.

Service Support System is an entirely online application and built based on OneWeb software platform fully compatible with J2EE standard. OneWeb results from e-point’s long-term experience in advanced internet solution development.

OneWeb provides both components and programming framework, together with methods for design and implementation. Using these unique set of characteristics system architects and programmers at e-point concentrated on flawless business functionality implementation. The remaining elements of the system are delivered by the OneWeb platform mechanisms.

The development of the system lasted 10 weeks, a pilot period preceded the successful implementation and currently the Service Support System has fully replaced the paper form of service queries processing.