A professional partnership
Xchange newsletter – Autumn 2008
System performance and reliability are underpinned by innovation in service, support and training. Here Paul Cowell, UK Service Director, talks about what makes the Abbott approach in this crucial area different...
There are stories going around (most probably apocryphal) that the latest new models from a well-known German car manufacturer have so much ‘intelligence’ and computing power built in that the car not only constantly monitors engine performance, fluid levels and signs of wear in order to indicate when a service is required, but can send an email message to the dealer to book itself in for routine servicing. A confirmation email is sent to the owner to accept the appointment made and it’s then automatically inserted into their electronic organiser!
Abbott believes that bringing service and support planning upfront. Box 1 outlines the experience of a typical new site installation, covering pre-sale planning, site survey, installation schedule, project management and initial training. Of course, it would be different for a customer who was adding an instrument into an existing system. Or for one who was moving an established set-up to a new laboratory.
Out with the old, in with the new
What happens once a system is delivered? Paul again, “We work hard to bring instruments into routine use as quickly as possible. Of course, much of the work falls to the laboratory team, but Abbott helps with many aspects of assay verification and standardisation, as well as leading a detailed programme of initial training.”
Your Abbott team will also ensure that everything is available at the right time and in the right order, as well as synchronising removal of any old systems as new ones come on-line. This coupled with co-ordinating initial reagent deliveries with in-lab verification, and forward-planning for routine usage levels, helps to make the transition as smooth as possible.
Solid back up, flexible delivery
Asked about how Abbott handles things if they go wrong, Paul first points out, “Proactive monitoring of system performance, preventative maintenance programmes, both on-site and on-line, cut downtime, reduce laboratory input and often prevent an issue arising,” But, if something does need attention, he continues, “Our service and support organisation offers industry-leading back-up.”
Our helpline is manned by technical support officers who are fully trained in hardware, software and reagent systems. Access to customers’ Instruments over a secure internet connection and using AbbottLink, provides the team with advanced troubleshooting information. Many potential issues can be dealt with here. Field-based engineers focus on resolving those situations that can’t be dealt with via the customer call centre. The Abbott UK team of 26 engineers is strategically placed around the UK so help is always at hand.
Summing up, Paul says, “Importantly, the UK team forms part of Abbott’s European group, which in turn sits within our worldwide organisation. We all talk to each other all the time, sharing experience and best practice. It’s very rare to come across an issue that no one has encountered before. Customers can be very confident that a real depth of knowledge and back-up is there for them.”
A user’s Perspective
Each case is unique, so here we describe what, in our experience, a ‘typical’ new-customer installation might include.
- Pre-procurement planning: Understanding and providing critical insight into process improvement
- Site survey: Physical survey, assessment of services, recommended engineering works and a detailed site layout
- An agreed installation schedule: Realistic timelines, clear goals and a comprehensive project plan
- Implementation manager allocated to the project: Dedicated Abbott specialists who work closely with the lab team; shared responsibilities and a clear understanding
- Liaison and project management: Regular meetings, conference calls and visits keep everything on track
- Commissioning and initial training: A tailored programme of assay validation and instrument training, delivered at Abbott facilities and in-lab, a clear cascade of information to all in the laboratory
