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1、1|The 2023 Medical Device Benchmark ReportMeasure What Matters:The 2023 Medical Device Benchmark ReportDespite being relatively immune to the worst of the pandemic,the medical device service industry struggled with significant challenges,such as bridging the workforce skills gap and improving key me

2、trics such as Time to Competency.However,top-performing companies got ahead and stayed ahead by investing in crucial technology initiatives like AI.They leveraged those systems to enhance knowledge and accuracy and make more strategic,data-backed decisions.REPORTThe 2023 Medical Device Benchmark Rep

3、ort|2Table of ContentsPart 1:IntroductionPart II:Service Benchmarks Across 4 Key KPIsPart III:Industry Snapshots:The Workforce Skills GapPart IV:The Way Forward04091403081317051015061116071218SummaryFirst Time Fix RateSummaryCritical FindingsResolution CostHigh-Performing and Low-Performing Organiza

4、tionsOpportunitiesResolution TimeHigh-Performing and Low-Performing TechniciansThe Way ForwardHow We Compiled the DataTime Between Visits3|The 2023 Medical Device Benchmark ReportPart I:IntroductionThe 2023 Medical Device Benchmark Report|4The COVID-19 pandemic put the medical device industry front

5、and center,especially with the demand for essential products like diagnostic tests,ventilators,and respiratory assistant devices.Unlike other industries,where service demand dropped for a year or more,most service organizations that maintain or repair medical devices did not see a slowdown.They,more

6、 than any other industry,either maintained pre-pandemic service levels or saw an increasing demand and service requests for everything from scheduled maintenance to repair.The data shows that the medical device service industry had a 6%increase in technicians and a 2.5%increase in field events.Howev

7、er,many companies still faced significant challenges this year.More-tenured technicians retired faster than their replacements could enter the workforce,even with the uptick in hiring.Technicians completed 3.3%fewer work orders overall,signaling that organizations struggled to upskill less-experienc

8、ed workers quickly.While service costs across the industry were down by nearly 4%,in the bottom 20%of medical device service companies,the knowledge gap between the most-and least-skilled technicians cost over 200%more.Top medical device service companies had key patterns in common.For one,they made

9、 more accurate fixes on the first try,resulting in over a 4.5%increase in First Time Fix Rates.They also provided more remote and simple fix-it-yourself options,leading to a 34%increase in Time Between Visits.Those improvements in critical metrics can be credited to the sum of small-but-mighty,purpo

10、seful,and consistent service habits.This included utilizing AI and predictive technology models to glean insights and make critical business decisions quickly.AI also allowed them to provide more resources for technicians.Top-performing organizations upskilled technicians more rapidly and were able

11、to successfully distribute knowledge on demand to technicians on-site or off.Successful organizations also used AI to optimize customer service journeys.AI offered personalized recommendations that were used to power other critical channels,like call centers and chatbots.It minimized downtime and cr

12、eated a unique,memorable,and flourishing service culture that prioritized customers no matter what issues they needed help with.According to a recent Salesforce report,nearly 80%of high-performing field service organizations use AI to drive productivity,cost savings,better employee experiences,and m

13、ore.The future of service is here.Does your medical device service organization have the right plans and tools to hit your business goals?5|The 2023 Medical Device Benchmark ReportThrough this years data analysis,we learned:1.Despite inflation and economic downturn impacting other sectors,medical de

14、vice service is experiencing growth and cost-savings.Many of those successes can be attributed to strategically leveraging technology.a.With a 2.5%increase in field events and a 6%increase in technicians,the medical device service sector remains busy.b.Resolution Cost was reduced by nearly 4%.This s

15、hows how many medical device service organizations steering away from traditional models and adopting remote-and self-service options.c.First Time Fix Rates increased by over 4.5%,indicating that technicians are making more efficient fixes on the first visit especially with the support of technology

16、.d.Time Between Visits increased by almost 34%.Companies are leaning into self-service options and remote tools,lessening the need for techs to visit assets in the field.2.The knowledge gap continues to be an issue across the medical device service industry,especially when the labor shortage and ups

17、killing challenges are factored in.a.On average,low-performing employees cost their organizations almost 86%more than top-performing employees.However,in the bottom 20%of companies,the knowledge gap between the most-and least-skilled technicians costs over 200%more.b.Even though there was an increas

18、e in technicians on the field,these techs completed 3.3%fewer work orders.This illustrates Time to Competency and skills gap issues.c.Companies with healthy field service operation practices can improve their metrics by measuring their progress and using the data to inform necessary investments in p

19、eople,processes,and technology.3.Trends show that thriving organizations are combating high service costs,increased Time to Competency,and other service delivery hurdles by:a.Creating trust in data:Hunches and intuition are no longer cutting it in todays data-driven world.This is why more companies

20、are normalizing data sanitization as well as making sure their data is in a state to pull vital stats,at any time.b.Prioritizing diversity:Assembling a workforce with a diverse mix of soft and hard skills creates a better customer experience.c.Investing in relevant tools and training:Leaders that in

21、vest in tools and training for their employees find that it leads to more excellent retention,career growth,and increased customer satisfaction.AI is an essential investment that equips teams to solve even the most complex problems.The incoming workforce,comprised of Millennial and Gen-X generations

22、,sees new technological investments as career opportunities.d.Shifting to proactive service models:Preemptive actions have a domino effect that can be felt across the board through happier customers,empowered teams,and more.Technology powered by service data can surface relevant solutions during ini

23、tial customer calls.e.Leveraging shared knowledge:Collective knowledge drives collaboration,which leads to faster resolutions.AI tools combine service data,industry knowledge,and insights from subject matter experts to provide fast and accurate solutions.Critical FindingsThe 2023 Medical Device Benc

24、hmark Report|6Time Between Visits increased exponentially over the last yearan optimistic sign for an industry that needs to maximize uptime on complicated and essential machinery.This indicates that medical device organizations use remote tech solutions,many of which were initially adopted during t

25、he pandemic.Remote solutions empower customers and organizations to diagnoseand sometimes even repairissues without the help of a technician,which further reduces costs.The Opportunities Identify your organizations core service problems by better understanding the patterns in your service data Obtai

26、n a comprehensive understanding of whats working and whats ineffective in your organizationthen allocate your resources as needed Use data patterns to drive actionable service recommendationsfor management-level decisions and in-the-field fixes,all of which trickle up into the customer experience Ma

27、ke more informed workforce training and hiring decisions to shrink the skills gap+2.54%-3.90%-1.23%+4.53%+33.88%Number of EventsFirst Time Fix Rate(FTFR)Time Between VisitsResolution CostResolution TimeChanges in Percentage from 2022-2023Service at a Glance7|The 2023 Medical Device Benchmark ReportA

28、quant gathered and analyzed anonymized service data from leading medical device service companies.This report measures data from before an organization deployed Aquants AI solution.The data was gleaned from:44 organizations More than 4.6 million work orders More than 15,000 technicians Over$3.4 bill

29、ion total in service costs An average of 3.5 years of service data per companyThe data was analyzed using Aquants Service Intelligence Platform,which includes Service Language Processing(SLP),a unique engine designed to read service language and identify observations,symptoms,and solutions described

30、 in free text.With this technology,Aquant digs into data ranging from CRM and parts inventory to service tickets,handwritten records,and other information that lives in the minds of subject matter experts.Our method of SLP allows us to draw out patterns and recommendations based on raw data.How We C

31、ompiled the Data“Historically,manufacturers and service businesses thought about operational efficiencies as a primary metric of success.But now,manufacturers are thinking about using customer-centric metrics to drive outcomes,such as improving the service experience for customers more quickly,solvi

32、ng problems more quickly,or looking at a closed loop of innovation.Service data can inform decisions within the business and help rethink what is good.”Aly Pinder,Program Director,Service Innovation&Connected Products,IDCWATCH THE FULL VIDEO NOWThe 2023 Medical Device Benchmark Report|8Part II:Servi

33、ce Benchmarks Across 4 Key KPIs9|The 2023 Medical Device Benchmark ReportFTFR -First Time Fix RateWhat is it?First Time Fix Rate measures how often a technician can fix an issue on the first try.Key Observations:First Time Fix Rates have increased by 4.53%since 2022.Recommendation:To keep First Time

34、 Fix Rates on track,prioritize closing the skills gap through:Upskilling the workforce:Hire technicians and get them up to speed faster with the help of tribal knowledge,applicable coursework,and more.Reducing parts shotgunning:Select the right parts for fixes on the first try.Getting things right t

35、he first time:Solve all issues reactive and proactive in one visit by giving technicians access to best practices,user-generated tips,and manuals when they are out in the field.Eliminate a substantial contributor to poor CX!When FTFR is measured in ranges of less than 30 days,organizations open them

36、selves up to a vast customer experience gap all stemming from false-positive rates.Use 30-day windows to nix the possibility of imprecise measurements.The 2023 Medical Device Benchmark Report|10Resolution CostWhat is it?Resolution Cost,also known as Cost Per Resolution or Cost Per Success,measures t

37、he total amount required to close a service ticket successfully.Some organizations measure Cost Per Work Order,but that metric leaves out cases that always assign experts to the most complex(and expensive)jobs.Additionally,it does not account for cases where multiple work orders are related to the s

38、ame core issue.Key Observations:Resolution Cost has decreased by 3.9%.Recommendation:Tracking First Time Fix Rates in windows of less than 30 days results in miscalculated Resolution Cost.Inaccuracies can occur when multiple tickets related to the same issue are not grouped.11|The 2023 Medical Devic

39、e Benchmark ReportResolution TimeWhat is it?Resolution Time,also known as Mean Time to Resolution,measures the time it takes to resolve a customer issue.Minimized Resolution Time increases positive customer experiences and reduces service costs.Recommendation:Decrease Resolution Time by resolving ti

40、ckets quickly and accurately.Successful companies achieve this by:Prioritizing fast first responses:Re-evaluate queue management systems,adjust case routing,and examine existing customer support strategies.Providing a surplus of training and resources:Teams with access to knowledge bases,scripts,man

41、uals,and playbooks can provide more accurate fixes and answer customer questions quickly.Offering self-service customer support:Some issues are easy fixes that dont require a technician on site.For instances like these,offer step-by-step help guides to customers.The 2023 Medical Device Benchmark Rep

42、ort|12Time Between Visits What is it?Time Between Visits,also known as Mean Time Between Visits or Mean Time Between Events,accounts for both uptime and service performance.It measures every visit made to an asset or customer instead of only tracking the time between failures.Key Observations:Time B

43、etween Visits increased nearly 34%.In addition to signaling more assets being serviced remotely,improved Time Between Visits demonstrates accurate and longer-lasting fixes.Recommendation:Continuously investing in technology that facilitates remote diagnostics and repair can further reduce truck roll

44、s and site visits.“When Sysmex added Service Intelligence into their ecosystem of service efficiency tools,the combined toolset significantly reduced employee training time.”Peter Tregarthen,Customer Care Systems Associate Director,Sysmex America,Inc.13|The 2023 Medical Device Benchmark ReportPart I

45、II:Industry Snapshots:The Workforce Skills GapThe 2023 Medical Device Benchmark Report|1414The 2023 Medical Device Benchmark ReportIndustry Snapshots The Workforce Skills GapThe skills gap,also known as the knowledge gap,is a significant barrier to medical device companies looking to achieve KPI goa

46、ls.It is also expensive:on average,an organizations lowest-performing employees cost 86%more than the top-performing employees.Significant knowledge gaps result in uneven technician performance,inevitably impacting the customer experience.When teams are equally-knowledgeable about equipment and serv

47、ice best practices,as well as conscious of customer preferences,the service experience becomes a memorable one.Read on to visualize the percentage difference between top-performing technicians(heroes)and bottom-performing technicians(challengers).We divided it into:Above-average organizations(the to

48、p 20%of companies)Average-performing organizations Below-average organizations(the bottom 20%of companies)“When I think about overcoming the challenges we face today,I think first and foremost about talentlike having the right people in the right role,with the appropriate training.Being more efficie

49、nt on-site depends on properly-trained field service engineers.We want to ensure they have the right part,at the right place,at the right time.Predictive outcome technology helps ensure that we are sending technicians into an environment where they are being enabled for success.”Mark Horvath,Corpora

50、te Vice President of Global Services,HologicWATCH THE FULL VIDEO NOW15|The 2023 Medical Device Benchmark ReportA Snapshot of High-Performing and Low-Performing Organizations Higher-performing organizations have a better distribution of knowledge among employees.AVG TIME BETWEEN VISITS:35-60%differen

51、ce between heroes and challengers35%difference between heroes and challengers60%difference between heroes and challengersAVERAGE FTFR:13-43%difference between heroes and challengers13%difference between heroes and challengers43%difference between heroes and challengersAVG RESOLUTION TIME:21-92%diffe

52、rence between heroes and challengers21%difference between heroes and challengers92%difference between heroes and challengersAVG RESOLUTION COST:30-203%difference between heroes and challengers30%difference between heroes and challengers203%difference between heroes and challengersTop-Performing Comp

53、aniesLow-Performing CompaniesDid you know?Boosting low-performing employees closer to average performers would decrease service costs by 7%.But if everyone had the knowledge and skills to perform like the top 20%of the workforce,service costs would be reduced by nearly 30%.15The 2023 Medical Device

54、Benchmark ReportThe 2023 Medical Device Benchmark Report|1616The following is a snapshot of the workforce.The Skills Gap-A Snapshot of Individual TechniciansCHALLENGERGREGFIRST TIME FIX RATE:59.28%RESOLUTION TIME:10.93 DaysRESOLUTION COST:$1,535.14FIRST TIME FIX RATE:76.9%RESOLUTION TIME:3.12 DaysRE

55、SOLUTION COST:$839.21TOMHEROKey Observation:A holistic comparison of your organization will give you the best insight into your service landscape.This example illustrates how relying on FTFR alone creates blindspots for service leaders.When FTFR is measured in isolation,organizations struggle to mea

56、sure the true impact of the workforce skills gapmainly because they cant visualize how this KPI drives up service costs and negatively impacts customer satisfaction.In the case of First Time Fix Rates,there is a nearly 18%gap between heroes and challengers.But,when measured against Resolution Cost,i

57、t becomes evident that this moderate gap can lead to skyrocketing costs,with almost a 59%difference in costs between heroes and challengers!FTFRRES.COST77%59%$1,535.14$839.21Top PerformersBottom PerformersOverall Average:68%Overall Average:$1,187.17TIME BETW.VISITSRES.TIMETop PerformersBottom Perfor

58、mers59 Days114 Days7 Days5 DaysOverall Average:6 DaysOverall Average:86.5 DaysHero Vs.Challenger Performance:At a Glance17|The 2023 Medical Device Benchmark ReportPart IV:The Way ForwardThe 2023 Medical Device Benchmark Report|18Successful medical device service organizations are leaving behind trad

59、itional methods and looking towards a new future one that reflects the on-demand and consistent uptime that customers expect.Start by looking at your organizations data to see patterns and opportunities.Baseline your companys performance using standard service KPIs.Then,look at your business model t

60、o find potential areas to adjust.You should also explore your customers journeys and segment them further to understand their behaviors.Lastly,prepare to act on your analyses by investing in the right tools to take your business to the next level.Innovative tools such as Service Intelligence can con

61、firm if your org is on the right track,surface whats not working,and provide laser-focused recommendations to improve specific areas of your business.For example,Service Intelligence can provide customer-facing teams with automated recommendations to close service tickets quicker,and offer customers

62、 self-service solutions when applicable.Then,create a detailed plan using Aquant Service Insights.Once you have critical information about every aspect of your organization,start making data-based decisions that bridge the skills gap,improve customer experiences,and drive growth.Sign Up for a Servic

63、e Intelligence DemoLearn how to increase the efficiency of your service business and reduce costs with Aquants Service Intelligence platform.With Aquants help,you can:Minimize the workforce skills gap Reduce parts shotgunning Improve First Time Fix Rates and increase Time Between Visits Pinpoint where to boost or cut spending for maximum ROI The Way ForwardREQUEST A DEMOLead service transformation with confidence!Align your plans with more significant corporate priorities and utilize technology to achieve demonstrable results quickly.19|The 2023 Medical Device Benchmark Report