Frank Bunge, Leica Microsystems presenation at Aftermarket 2012
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Transcript of Frank Bunge, Leica Microsystems presenation at Aftermarket 2012
Customer Excellence in ServiceIntelligent use of Remote Technologies
keeping highly complex automated systems operational for an improved customer experience
Copenhagen, October 2012
Size & Sales
Leica Microsystems GroupMajor Global Player in Microscopy and Pathology Diagnostics
Organization
Sales: > $ 1.3 bnAssociates: > 4,500
2 independent OpCos13 production plantsSales Offices in 20 countries
Leica Microsystems
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IndustryLife Science Medical
Leica Microsystems Company Profile 2012 - For internal use only
Material Research Centres,Scientific Institutions, Schools,
Universities, Forensic LabsHospitals
Life Science ResearchLaboratories & Universities
Imaging Solutions for Research & Clinical Specimen Preparation for Imaging at NanoscalePremium Surgical Microscopes Routine Clinical MicroscopyStereo and Compound Microscopes for Material, Geosciences + Forensic
Total Solutions for Histopathology Laboratories and Research Sample Preparation
Leica Biosystems
Total Histology – instruments, consumables and reagents for the entire workflowSingle source for all histopathology needsDiagnostic confidence with strong track recordFocused on Lean Histology™ for highly efficient laboratory workflowsInnovative Screening and Picking Technology based on optical imaging
Advanced Staining Systems
Advanced Staining Reagents
Core Histology Consumables
Core Histology Systems
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Clinical &Virtual Microscopy
Leica Microsystems Company Profile 2012 - For internal use only
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RemoteCare at Leica Microsystems
No Service Tool „corporate product”
What has been achieved + „Visions”
Internal challenges + externalobstacles
Pro-active downtime avoidance + predictable service
Win
-Win
forc
usto
mer
+ Le
ica
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Leica clients expect and require uptime
Business Analysis:50% of technical + applications problems can be addressed remotely
Bench Mark outcome:70% of unscheduled downtime can be avoided
Problem Statement
Embedding & Sectioning
TissueProcessing
H&EStaining
Advanced Staining
CoverSlipping
Imaging
products
PathologyWorkflow
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• expectations• Issues• Ideas
VOC
• What do others do
Benchmark
• Costs• Benefits
Business Plan
• ‚Do-it-yourself‘ vs. MarkedSolution
Make or buyEntscheidung
• Tailor madecustomizing
• KPIs
Stand. SW + enhancements
Project Management
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The principle
Equipment “talk”…
… we listen!
Bi-directionalEquipment basedKPIs
•Temperature•Pressure•Power•Cycles•Fill level• ....
Business rules foralertsHistorical dataFDA compliance
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Customer Values
Protect imaging facility 24/7 Provide remote, continuous oversight of critical systems Maintain instruments in optimal condition Detect problems before they occur + quickly remove delays.
Peace of Mind Continual instrument monitoring around the clock
Security The protection customer expect
Productivity Optimize equipment uptime
Support On demand. Online. On-site.
Leica RemoteCare secure research outcomes
Leica Values
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Optimised product quality
improved service productivity
• Service productivity• Operations inventory• Quality information• R&D APD• Sales revenue• All Reliability
Part of “Leica Solution”
Available for all
computerized equipment
FoC part of all service contracts
Included in the Factory Warranty, if equipped
accordingly
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Strategic Positioning and Strategy
Systems: ~2000
Unscheduled repairs - 500
Uptime+ 500 Tage
First Time Fix + 10%
Time to Repair- 20%
PPM - x%
Delighted customers
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success 2010 2012
Opportunities
Opportunities: „Leica Current State“
Best practise
Leica RemoteCare: Maturity curve evolution
Highly dependent upon Internal R&D development (BACKEND)
Highly dependent upon platform integrators &
developers (FRONTEND)
Intelligent data acquired for R&D – fuel the innovation cyclePredictive maintenance for increased field productivity – optimize field resourcesCustomer satisfaction – response time, reduced downtime, predictability & increased up-time
Sales & marketing portal – real time data of your customer baseCustomer portal – added value by giving customer resources to manage their instruments more productivelyService portal – real time internal infrastructure for communication across departments “chatter”
Project Management Resources
Marketing Material
Mindset IT “White-Paper”
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Challenges + Obstacles
… to be avoided/ ensured