Why should you always strive to repair your ultrasound system on the first encounter?
Maximizing uptime allows the facility to perform ultrasound scans that are vital for diagnosing many ailments and disease.
Your customer or end user’s confidence in your ability to repair will soar if they can count on you to repair their system on the first visit. This confidence will allow you to garner the respect of your customer and will ensure that you will always be the one they call when they experience an issue.
Fixing the system on the first visit maximizes your efficiency, minimizes the repair cost, while freeing up your time to be dispatched to other service calls.
Here are three ways you can be successful in fixing your ultrasound system the first time:
PMs: Perform two comprehensive preventative maintenance inspections per year on your ultrasound system. Pay close attention to filters, card cage and fans for dust build up. Thermal failure is one of the number one enemies of electronic components. You will also want to ensure you have a good back up of your system’s presets and capture the part number and revision of the high-failing components, including printed circuit boards, power supply, control panel and LCD. Knowing the exact part number and revision of the system’s assemblies will help ensure you bring the correct part onsite with you the first time.
Interviews: Interviewing the customer when they call in for an issue will help ensure you have a clear picture of what is going on with the system. Ask specific questions. Is the system usable? What probe were you using? How often are you experiencing the issue? Asking the right questions before your service call will help you determine what you need to bring with you on the first visit.
Homework: Doing the homework to research the best possible solution and knowing the history of the system will also help you diagnose and repair on your first visit. When was the last time the system was repaired? What work was performed? Is the current issue related to the previous visit? Is the issue intermittent? Having a database with history and solutions is another valuable tool in being successful with first-time fix.
How do you measure up?
The industry standard for first-time fix is between 70 and 80 percent. Some original equipment manufacturers (OEMs) offer 75 percent. At Conquest Imaging, we achieved a 90 percent first-time fix rate by utilizing the tools mentioned above. We have recently raised the bar and set a goal for 95 percent.
If you have any questions about how we achieve our first-time fix rate, call me at 209-942-2654.
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