Mohammed Zubair Butt Frank D’Anna Robert Perkins Brenda Wilbur. GLOCO Automation of MRI Service/Repair Scheduling. ISMT E-200 Capstone Project. Company Overview. GLOCO manufactures, sells, and services MRI machines in Europe, the America, Australasia, and the Middle East.
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ISMT E-200 Capstone Project
GLOCO manufactures, sells, and services MRI machines in Europe, the America, Australasia, and the Middle East.
Historically a niche player, moving towards capturing more market share; needs to improve profitability.
Quick expansion led to drop in quality of service. Maintenance contract fees not covering cost of service.
Transform the Service Centers so that instead of operating at a loss, they become a revenue producing part of the company.
Increase customer satisfaction in order to retain service contracts and increase repeat sales.
A system that enables the MRI equipment to detect machine failures and transmit diagnostic information, allowing GLOCO to open an incident ticket and dispatch a repair technician from the local service center.
The system should also automatically schedule routine preventative maintenance as covered in the customer maintenance contracts.
Reduce local service center help desk staff (phone reps) in order to realize labor cost savings.
Reduced on-site visit time for engineers to diagnose problems = reduced cost basis for service calls.
Better scheduling of routine preventative maintenance = higher customer satisfaction numbers
Increased renewal of service contracts for GLOCO.
<?xml version="1.0"?> <soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <soap:Header> <ServiceInputHeader xmlns="http://service.gloco.com/messages/2009-01"> <ServiceName>SEND_MRI_DIAGNOSTICS</ServiceName> <ServiceTxId>123</ServiceTxId> </ServiceInputHeader> </soap:Header> <soap:Body> <SEND_MRI_DIAGNOSTICS xmlns="http://service.gloco.com/services/MRIservices/2009-01"> <CUSTOMER_CD>MESSAGE</CUSTOMER_CD>
<SystemStatusInfo>C743D9BL-888-J765-XXX-09870-TL</SystemStatusInfo> </SEND_MRI_DIAGNOSTICS> </soap:Body> </soap:Envelope>
<?xml version="1.0"?> <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"> <soapenv:Header> <sgc:ServiceOutputHeader xmlns:sgc="http://service.gloco.com/messages/2008-01"> <sgc:Controller>lbos74</sgc:ControllerHostName> </sgc:ServiceOutputHeader> </soapenv:Header> <soapenv:Body> <SEND_MRI_DIAGNOSTICSResponse xmlns="http://service.gloco.com/services/FMXCONSOLEServices/2008-01"> <DIAGNOSTIC_STATUSES> <DIAGNOSTIC_STATUS> <STATUS_CD>REC</STATUS_CD> <STATUS_DSC>RECEIVED</STATUS_DSC> <CREATED_BY>MaintScheduler</CREATED_BY> <CREATED_TMSTP>2/07/2009 19:10:01</CREATED_TMSTP> </DIAGNOSTIC_STATUS> </DIAGNOSTIC_STATUSES> </SEND_MRI_DIAGNOSTICSResponse> </soapenv:Body> </soapenv:Envelope>
* Amounts are based on average estimated cost of $175,000/year per resource