Focusing on the bigger picture

The price of an individual repair should not be assessed independent of its value. The seemingly more economical repair could have a long-term impact on cost. Therefore, it is important to evaluate repair cost in terms of the long-term value delivered by the repair. To do that, you need to factor in the utility of each repair dollar you spend and how the repair process impacts your uptime. You also need to factor in how the relationship with your service provider helps your overall repair reduction efforts and the value of other ancillary services or benefits the provider delivers. Let’s look at each of these factors.

To understand the true cost of any repair and its long-term impact on your business, other cost-related factors need to be considered. One of those factors involves the frequency of repeat repairs. Essentially, how many times did your equipment go back for repair of the same problem? Repeat repair work can be indicative of sub-standard repairs—meaning repair work which is incomplete or that alters the product’s original capabilities. Recurring repairs, whatever the cause, can delay procedures, decrease productivity, reduce uptime and increase your operating costs.

Even if all of your repairs are covered under a type of service contract, the total amount of repair dollars you accumulate can have an impact on your contract renewal rates. It is important to evaluate warranty terms to ensure you are not paying twice for a repair that was done improperly or insufficiently the first time.

One note on the durability of a repair—some providers maintain that their aftermarket parts are equal to or more durable than the original. Be cautious of these claims. A non-OEM-sanctioned repair for one thing can end up causing secondary damage to another component. For example, replacement of the bending section covering with a thicker generic part could compromise the scope’s angulation capabilities, causing the angulation wires to stretch or break. Additionally, parts and repairs should not modify specifications or capabilities of the product as this may cause increased downtime, not to mention compromised clinical performance.

The key to equipment preservation and optimal lifespan is to keep the device consistent with its original factory specifications. This ensures that there is no degradation to the product’s safety, performance or handling characteristics due to the repair process. Deviations from OEM-sanctioned parts, materials and processes may shorten the useful life of the instrument and could pose patient safety risks.

Another important consideration when calculating the true cost of a repair is how the repair impacts your facility’s schedule. You need to consider the anticipated turnaround times for various levels of repairs on your scopes and ancillary equipment. You also need to assess the procedure for getting your damaged equipment in for service.

Since a certain amount of repair work is inevitable, another important consideration is whether you’ll have access to loaner endoscopes while your equipment is out for repair and if so, the quality and type of that equipment. You’ll want to find out whether loaners are supplied as needed or kept on-site at your facility. On-site loaners for the scopes you use most frequently provide the greatest benefit; they are stored at your facility, ensuring no disruption to your business schedule in the event of an equipment emergency.

Since equipment emergencies do happen, often at inconvenient times, it is also important to determine if repair assistance will be available to you when needed. Factors such as having a local or regional presence, extended business hours, on-site visits, technical phone support and online service for 24/7 access can help you quickly obtain assistance.

Prevention goes a long way in your repair reduction efforts. Careful equipment handling and preventive maintenance protocols can eliminate the need for many repairs or detect minor damage before it escalates into something more serious. Your service provider may be able to assist you with these efforts with services such as:

• On-site visits to inspect your endoscopic equipment and/or train your staff on repair avoidance and proper reprocessing protocols,

• Repair reports delineating the probable causes of damage and how to avoid it in the future,

• Repair trend analyses to identify potential handling/reprocessing issues or problem equipment,

• Preventive repairs at no extra charge when your scope comes in for service, and

• Workshops, continuing education courses, online resources and interactive videos on reprocessing and scope care and handling.

Along that same vein, one of our latest programs at Olympus has been very successful in helping our customers in their repair reduction efforts. We have a dedicated team of 47 regional Endoscopy Support Specialists whose sole charter is to assist customer facilities with repair prevention programs to help maximize the uptime of their Olympus equipment and realize superior returns on their investment.

Another thing to consider is a service contract. In general, you will get the best dollar-for-dollar value under some sort of service contract arrangement with your provider. Often the contract includes a variety of value-added benefits, including a discount off the retail rate for the repair.

Even if you decide against a service contract, using a turnkey service provider capable of providing all levels of repair on your instrument can be important. They can diagnose potential problems before they escalate, consult with you on repair timing and keep a record of the entire repair history on your instrument.

In addition to service, consider what other ancillary benefits the repair provider might be able to offer, such as continuing education training, consulting assistance, product and system integration services and financial packages. Another factor that applies only to OEM service providers is their ability to
respond to your input to influence the design and functionality of future equipment advances.

Like many things, cost can’t be taken at face value. It requires an in-depth look at all aspects of your repair expenditures and the value you receive from your service provider. Looking at this larger picture, you can better evaluate the best long-term solution for your facility.

Introduction and Vendor Chart