Service Magazine Fall 2017

24 | @Service Magazine Summer 2017 Service Forward rolls out across the U.S. with higher efficiency and tighter customer focus Our Service Forward initiative has moved quickly from pilot projects over the past two years to near-complete rollout across the four Service regions in the U.S. “Feedback from our field personnel and our customers has been positive,” says Brian Cellilli , Service Forward Program Manager. “Teams are working together in new and exciting ways, and our customers like the one service contact and enhanced communication and responsiveness.” Flexible deployment Service Forward places a single Director of Service (DoS) in a leadership role for both biomedical engineering technicians (BMETS) and field engineers (FEs) in each area, creating a service model that is unique among device manufacturers. Leaders in each zone and area have flexibility to structure the Service Forward model in ways that suit their personnel, customer base and geography. Some have appointed Service Delivery Leaders (SDLs), a new role that supports the DoS by supervising teams of FEs and BMETs. Our Plan to Win Service Forward Vision Bring Clinical and Imaging Service together by leveraging teamwork and functional support to provide a unique OEM service delivery model DI CS Org Structure • Org models may vary • Clear definition of roles/responsibilities • Map to synergy points & leverage functional enablers Processes and Tools • HQ supported and standarized leadership and technical training • Decrease field admin burden through integrated IT systems/tools/support • Break down silos Reporting and Metrics • Work towards One View, One Dashboard • Financial visibility to new cost center levels with 2017 OP at region • Aide in swivel chairing until IB, CSC & IT systems aligned Culture • One team approach… new business mindset • Need for clear linkages to new service career map and training • Empowerment critical