Research On Six Sigma Management In The Medical Equipment After-sales Service Of General Company

In the recent two decades, the medical device industry experienced the rapid development. According to the U.S. Health Industry Manufacturers Association (HIMA) report, the global medical devices market has maintained at 6% to 7% growth rate. Such a large medical device market requires a corresponding service system to provide guarantee. Medical equipment after-sales service as a bridge between business and customer interaction has become increasingly important. Good after-sales service of medical equipment is an important means to maintain the equipments in good conditions, safe and stable operations. This service is provided by the medical equipment manufacturer to the hospital users as value-added services. Installation, as the first part of the medical equipment service, demonstrates the quality and efficiency in the course of service quality, which will directly affect the following after-sales services of enterprises and even the businesses re-sale. Therefore, the study of installation service management becomes particularly important.This thesis first describes the development trends of medical equipments and the current status of after-sales services in China. Furthermore, detailed analysis is made for the current status and problems in the installation of after-sales service management which inside General Company. Through Six Sigma management, the Definition - Measurement - Analysis - Improvement - Control methods are used to study the processes, outputs and results from the customer's views with the help of high-level flow charts, time series chart, cause and effect diagrams and others. With quantitative measurements and analysis, the root reasons of causing problems are identified. This thesis leverages the digital language to describe the product, service or process performance, uses innovative solutions to solve the problems, thus bringing new changes and results. Studies have shown that the Six Sigma management is successfully implemented. The equipment installation improves Sigma quality levels from 3.3 to 3.9 Sigma. The number of pending issues by the delivery of equipments is reduced from 112 (before the project) to 50. After optimizing business processes, the "closed loop" operations on the after-sales service management in the market meet customer demands with good customer acceptance. Customer satisfaction has been improved with satisfactory results.