Abstract
In light of laboratory pressures to do more with less, laboratory managers
transfer cost control onto vendors by means of a constant push for price
reductions. In this commercial climate, efficient management of customer and
technical service extras is critical. Expertise in managing service offerings
will help companies offer service programs that are just enough to
differentiate them from the competition. Service programs that offer too much
may result in revenue loss. Programs that are perceived to be inadequate place
the company at a competitive disadvantage.
In The Diagnostic Equipment Service Conundrum: How Much is Too Much? How
Little is Too Little? Kalorama Information' s analyst Shara Rosen provides a
unique benchmarking tool not available from any other syndicated source
consisting of the instrument-specific service offerings, managed service
offerings, and remote diagnostic capabilities of selected major IVD
companies. This research can assist service and product managers developing a
service plan, as well as marketing executives interested in the competiveness
of company offerings. Companies covered include:
- Dade Behring
- GE Healthcare (Abbott Diagnostics)
- Ortho Clinical Diagnostics (OCD), Johnson & Johnson
- Roche Diagnostics
- Siemens (Bayer and Diagnostic Products Corp. (DPC))
- Sysmex
Rosen, the author of Kalorama' s best-selling In Vitro Diagnostics: The World
Market report analyzes each aspect of service: On-site field service programs,
training, technical support, installation and integration and technical
bulletins are examined. Specific instuments considered include:
- Clinical Chemistry/Integrated Analyzers
- Immunoassay Analyzers
- Hematology Analyzers
- Coagulation Instrumentation
- Laboratory Automation
- As part of Kalorama Information' s analysis, hosptial lab employees and
company representatives were contacted. Research of online sources was also
conducted, and information was analyzed by an expert with experience in
diagnostic service offerings.
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