In Service/Support Debate, Throwing Rocks Won't Help

Abstract

Service is our livelihood and our passion. When we are unable to get the support we need to provide cost-effective, high-quality service we feel threatened. There is an obvious concern in our field that manufacturers are making it more difficult and in some cases impossible to get the support and materials we need to provide effective service.The strong feelings on this topic led to a very interesting and productive meeting at AAMI's 2012 Annual Conference between representatives from manufacturers and those providing in-house or third-party service. The official topic of the meeting was service manuals, but it may have been more accurately termed service materials/support.I believe everyone in the room understood that in the current financial climate we need to lower service costs without compromising quality. While the manufacturer's representatives in the room appeared to have a clear understanding that the support of alternative methods of service can help to lower costs, that understanding is not universal.Many manufacturers see their service arm as a way to enhance revenue and some provide minimal support for alternative methods of service. One of the arguments you hear posed to those manufacturers is that a failure to provide adequate service materials raises a safety issue. The reality is that it isn't a safety issue as long as the manufacturer is available to provide effective service in a timely manner. In order for us to succeed in gaining the support we need to provide effective service, we have to be honest and admit that it's primarily about money, and convince all manufacturers that it is in their best financial interest to support alternative methods of service.There was discussion at the meeting about developing a list of what a service provider needs from a manufacturer in order to provide safe and effective service, and creating a rating system based on that list. An independent body would rate manufacturers on how well they do in each area noted on the list. Even if an official rating system wasn't developed, such a list would provide a purchasing organization with a series of questions to ask each manufacturer in order to develop their own rating. This would put more teeth into the most common argument that manufacturers that don't support alternative methods of service will lose business.As more manufacturers begin to understand that their ability to win a bid will depend at least in part on their support of alternative methods of service, it is likely that they will get on board and improve their support. I'm sure that many readers have additional ammunition as to why it is in the manufacturer's best interest to share service information. If so, please share your ideas.The most obvious theme to come out of the meeting was an understanding that we all need to work together on this issue if we are going to succeed. Standing back and throwing rocks isn't going to get us anywhere. Understanding what is in it for the other party and ensuring that all parties get what they need is the best way to achieve a successful outcome. Let's work together to ensure a future that includes the most cost-effective support possible.