Hospitals rely on their washer-disinfectors to provide theatre staff with a steady supply of instruments. Consequently, Miele attaches the same significance to after-sales service as to the development and production of innovative washer-disinfectors.
In Germany alone, 140 Miele service technicians are deployed in the medical field. In hospitals, clinics and surgeries, short journey times allow servicing in most cases within 24 hours – even at weekends and on bank holidays. Over 90% of repairs are 'first-time fixes' as Miele service engineers are highly skilled and have the requisite parts on board their service vans. In 2006/2007 alone, each field technician working in the medical sector took part in six training courses, covering for instance the use of the latest test apparatus.
Each technician is equipped for example with a data logger for measuring the temperatures reached during machine-based instrument reprocessing. Further equipment includes a test instrument to monitor the rotational speed of spray arms and a conductivity meter to ensure that all readings are within the relevant ranges. The latter detects residue in the wash liquor and provides a good indicator as to the quality of the rinse cycle.
Each service vehicle is a veritable spares store on wheels, with between 800 and 1000 parts on board, geared precisely to the activities of the technician and aimed at solving problems on site fast. Eight service centres across Germany provide field technicians with a regular supply of spares, all available for at least 15 years after the production of the machines they are used on has ceased. Further support is provided by modern software, allowing for instance programmes for special applications to be downloaded to the controls of washer-disinfectors.
Remote service provides fast solutions
A call-out is not necessarily required to install new programmes – providing that machines are equipped with the Remote Service Assistant, service can access machines via data telecommunication lines. This new technology is already used in hospitals and clinics with an international reputation, for example in the Nacka Proxima clinic near Stockholm, the OZR eye clinic in Rotterdam or the St. Bernward hospital in Hildesheim, Germany. This remote servicing module, allowing the connection of up to 6 washer-disinfectors, automatically informs Miele Service in the event of a fault on the connected units, by email, fax or text message. This technology helps pinpoint faults in the water supply or the heating system fast.
And to avoid repairs in the first place, Miele's after-sales service adopts a proactive, preventative approach. Alongside the statutory warranty, customers can take out a preventative or fully comprehensive maintenance contract. Both contracts ensure that machines are thoroughly inspected once a year. The comprehensive maintenance contract covers all repair work and spare parts where necessary.
Over 40 service technicians trained to provide validation services
As legislation requires that cleaning and disinfection must take place using validated processes, Miele's after-sales service operation offers IQ, OQ and PQ services according to the recommendations of the relevant governing bodies and working groups. More than 40 service technicians have been given special training for this task and are now performing validation in close cooperation with equipment operators. All relevant data and evaluations are entered on forms and checklists together with photographic evidence of the work performed. Miele offers a qualification package for equipment used by the pharmaceutical, food and cosmetics industries consisting of Installation Qualification (IQ) and Operation Qualification (IQ/OQ).
In Germany alone, 140 Miele service technicians are deployed in the medical field. In hospitals, clinics and surgeries, short journey times allow servicing in most cases within 24 hours – even at weekends and on bank holidays. Over 90% of repairs are 'first-time fixes' as Miele service engineers are highly skilled and have the requisite parts on board their service vans. In 2006/2007 alone, each field technician working in the medical sector took part in six training courses, covering for instance the use of the latest test apparatus.
Each technician is equipped for example with a data logger for measuring the temperatures reached during machine-based instrument reprocessing. Further equipment includes a test instrument to monitor the rotational speed of spray arms and a conductivity meter to ensure that all readings are within the relevant ranges. The latter detects residue in the wash liquor and provides a good indicator as to the quality of the rinse cycle.
Each service vehicle is a veritable spares store on wheels, with between 800 and 1000 parts on board, geared precisely to the activities of the technician and aimed at solving problems on site fast. Eight service centres across Germany provide field technicians with a regular supply of spares, all available for at least 15 years after the production of the machines they are used on has ceased. Further support is provided by modern software, allowing for instance programmes for special applications to be downloaded to the controls of washer-disinfectors.
Remote service provides fast solutions
A call-out is not necessarily required to install new programmes – providing that machines are equipped with the Remote Service Assistant, service can access machines via data telecommunication lines. This new technology is already used in hospitals and clinics with an international reputation, for example in the Nacka Proxima clinic near Stockholm, the OZR eye clinic in Rotterdam or the St. Bernward hospital in Hildesheim, Germany. This remote servicing module, allowing the connection of up to 6 washer-disinfectors, automatically informs Miele Service in the event of a fault on the connected units, by email, fax or text message. This technology helps pinpoint faults in the water supply or the heating system fast.
And to avoid repairs in the first place, Miele's after-sales service adopts a proactive, preventative approach. Alongside the statutory warranty, customers can take out a preventative or fully comprehensive maintenance contract. Both contracts ensure that machines are thoroughly inspected once a year. The comprehensive maintenance contract covers all repair work and spare parts where necessary.
Over 40 service technicians trained to provide validation services
As legislation requires that cleaning and disinfection must take place using validated processes, Miele's after-sales service operation offers IQ, OQ and PQ services according to the recommendations of the relevant governing bodies and working groups. More than 40 service technicians have been given special training for this task and are now performing validation in close cooperation with equipment operators. All relevant data and evaluations are entered on forms and checklists together with photographic evidence of the work performed. Miele offers a qualification package for equipment used by the pharmaceutical, food and cosmetics industries consisting of Installation Qualification (IQ) and Operation Qualification (IQ/OQ).
