GLOCO Automation of MRI Service/Repair Scheduling

ISMT E-200 Capstone Project

Mohammed Zubair ButtFrank D’AnnaRobert PerkinsBrenda Wilbur

Company Overview

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.

Business Objectives

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.

Project Scope

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.

Benefits

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.

Requirements

Req# Description Priority

1 Detect failure and transmit diagnostic codes, machine model code, machine location code to service center for all MRI electrical and mechanical failures

High

2 Track routine maintenance and automatically schedule service call when target maintenance date reached.

High

3 Open ServiceCenter incident ticket with proper impact severity code, client and machine code, technician or service center group code

High

4 Assign incident ticket impact severity based on customer operating hours and failure level (see table below)

Medium

5 Automatically Page on-call technician immediately for impact severity 1 & 2 tickets

Medium

6 Automatically Page on-call technician at 8 am the next business day for impact severity 3 & 4 tickets

Medium

7 Send email to client confirming service call date/time Medium

8 Capture service dispatch metrics Low

Current Business Process Diagram

1. Equipment Failure Event2. Customer Discovers

Equipment Failure3. Local Service Center

receives call4. Technician is notified and

dispatched5. Technician diagnoses

problem (possibly returning with repair parts)

6. Technician completes repairs, notifies office.

New Business Process Diagram

1. Equipment Error/Service Code Generated

2. Data center receives notification and opens trouble ticket

3. Technician is assigned and dispatched

4. Service is completed and ticket is closed.

Use Case 1

Use Case 1: MRI machine failureDescription: This use case describes the actions when a customer’s MRI machine experiences a failure.Triggers1.Internal machine failure, may be electrical, mechanical, or software related.Precondition1.A GLOCO MRI machine was installed at a customer site.2.The machine has internal diagnostic detection and a display console.

StepDescription

1 Machine failure detected by internal diagnostics

2 Symptoms or failure information transmitted GLOCO and verification returned

3 Impact Severity determined based on customer service contract and failure type

3 ServiceCenter incident ticket opened, technician assigned

4 EMAIL sent to customer with expected date/time of scheduled service call

5 Technician paged based on ticket impact severity level

6 Technician obtains service call details

7 Technician visits customer site and completes the repair

8 Technician updates ticket with resolution details and closed status

Use Case 2

Use Case 2: MRI – routine maintenanceDescription: This use case describes the actions when a customer’s MRI machine has reached a routine maintenance target date.Triggers1.GLOCO company software determines that a customer’s machine should be scheduled for routine maintenancePrecondition•A GLOCO MRI machine was installed at a customer site.•The machine’s last completed maintenance is tracked in the GLOCO database.

Step Description

1 GLOCO nightly process determines which machines are due for routine maintenance within the following week.

3 ServiceCenter incident ticket opened with impact severity 4, technician assigned

4 EMAIL sent to customer with expected date/time of scheduled service call

5 Technician paged based on ticket impact severity level

6 Technician obtains service call details

7 Technician visits customer site and completes the scheduled maintenance

8 Technician updates ticket with details and closed status

Financial Analysis

Maintenance Contract Fee (annual) $200,000

Current Average Maintenance/Repair costsIncludes fixed costs related to local service centers, cost of replacement parts, and labor costs. Average cost per customer site per day for repairs/maintenance = $3,000 per day x 14 days = $42,000.

$210,000

Projected Average Maintenance/Repair costsGoal is to eliminate 6 unscheduled customer site days per engineer per year on average ($3,000 x 6 = $18,000)

$192,000

MRI machine sale price $2,000,000

Net Profit per MRI sale $ 800,000

Financial Analysis

Estimated Project Costs:

Software Development (detailed in section 5)

$3,000,000

Installation costs ($5,000)(100 machines) = $500,000

Hardware: $ 500,000

Recurring software/hardware maintenance/support:

($ 250,000)(3 years) = $750,000

Total Costs: $ 4,750,000 over 3 years

Estimated Savings/Revenue:

Projected yearly net profit from additional renewed service contracts and existing contracts over 3 years:

New ($8,000)(30 contracts)(3 years)+ Existing ($18,000)(55 contracts)(3 years) = $3,690,000

Projected profit from repeat sales that would otherwise have been lost (over first 3 years):

($800,000)(10) = $8,000,000

Labor savings per local service center: ($50,000)(8 employees reduced) = ($400,000)(3 years) = $1,200,000

Total Savings/Revenue: $12,890,000

Project Success Criteria

The net repair/maintenance costs to GLOCO will be reduced to a level of at least 3% below the maintenance contract costs to the customer within 3 years.

80 percent of customers in each region will have adopted the new software one year after the first installations have begun.

The number of days that engineers spend on visits per each customer’s MRI machine will be reduced from 14 to 6.

The rate of renewal of annual maintenance contracts will be increased from 55% to 85% of current customers within 3 years following implementation.

ARCHITECTURE AND DESIGN

Business Architecture

MRI

Incident HandlerClient

PC

Client

PC

Client & Maintenance Contract Data

Incident Tickets

HP Service

Manager interface

CRMClient Infointerface

TechnicianLocal Service Center

GLOCO

Client Site

Failure Notification

Email Maint Schedule Notification

Page Technician

View Client Info

Maintenance SchedulerApplication

CRM

View/Update Incident

Ticket

HP Service ManagerHelpDeskmodule

2

3

4

5 6

8

= weighted requirement numbern

7

1

Solution Description

A client-side Incident Handler will respond to an error and initiate a soap-based request to a centralized web-service (Maintenance Scheduler) at GLOCO.

Maintenance Scheduler will also include a module that will perform nightly queries of the CRM data in order to schedule routine maintenance that is due.

Maintenance Scheduler services will initiate incident tickets in HP ServiceCenter

Maintenance Scheduler will create ticket in HP ServiceCenter based on criteria existing in CRM database.

HP ServiceCenter notification capability will be leveraged

HP Service center notification capability will be leveraged

HP ServiceCenter notification capability will be augmented with customer email from Scheduler.

Leverage core feature of HP ServiceCenter

Project Solution

Data Access Layer

FIREWALL

App

licat

ion

Ser

ver

Tie

r

MRI MACHINECONTROLLER

OracleCRM data

Maintenance Scheduler

Oracle Client/API

FIREWALL

SOAP

jdbc

Websphere/AXIS2

Web

Ser

vice

s L

ayer

HP Service Center web svc api

CRM System interface

OracleService Center

Data

jdbc

Operating System – Microsoft Windows XP

Operating System – RHEL 3.x/4.x

Java 1.5 Oracle 10g Client3DNS

Operating System – AIX/5L

Oracle 10g

Hardware Requirements

IBM P57012 Hyperthread CPUS

AIXDB Server

IBM P57012 Hyperthread CPUS

AIXDB Server

HP Proliant DL 585 G24 Dual Core CPUS

LINUXApp Servers

HP Proliant DL 585 G24 Dual Core CPUS

LINUXApp Servers

MRI machine / PC running control

software

Data

Guard

Primary site

Maintenance Scheduler Application Hardware

Customer Machine Hardware

Application Server

Application Server

Secondary site

No new hardware is required for customer sites; existing MRI machine control PC’s are sufficient.

No new hardware needed for data tier; existing CRM and HP databases hosted by IBM AIX database servers.

New linux servers needed to host the Maintenance Scheduler application. The development environments will be created on existing available linux servers; new servers needed for integration testing and pre-production staging environments, as well as primary/secondary production servers. (4 new servers)

Solution Components

MRI machine controller software module – incident handler

New MRI controller service pack software. This module interfaces with the existing diagnostic controls to detect machine failures and transmit information to the Maintenance Scheduler Application software running at GLOCO.

new

Maintenance Scheduler application

This software application consists of the following modules:oReactive Maintenance Scheduler ServiceoProactive Routine Preventative Maintenance ScheduleroInterface to CRM dataoInterface to HP ServiceCenter

new

HP ServiceCenter module

Incident tracking/reporting system existing

CRM Client Relationship Management system:Client information,Maintenance Contract (SLA) detailsMaintenance Schedule details

existingextend DB

Unscheduled Maintenance Process

MRI machine failure detected by controls software

Machine ID, diagnostic codes,

customer code captured

Format incident report message,

transmit to Maintenance

Scheduler web service

Return report received

confirmation code

Call CRM api, provide MRI serial

number and customer code

Customer Info found?

Log Error

Call HP ServiceCenter api,

provide MRI machine serial number, ticket

impact severity, diagnostic codes, customer details

Look up maintenance

contract details

Contract Details found?

Log Error

Determine incident impact severity

based on contract type

Return ticket number

Send email confirmation to customer with

ticket#, estimated maintenance date/

time

Page Technician

NO

NO

YES

YES

Create incident ticket

MRI machine software

Maintenance Scheduler Software

HP ServiceCenter

Software

ScheduledMaintenanceProcess

Initiate Processing(scheduled job)

Query CRM client scheduled

maintenance schedules for

maintenance due this week

Any found End

Call HP ServiceCenter api,

provide MRI machine serial number, ticket

impact severity, diagnostic codes, customer details

For each, look up maintenance

contract details

Contract Details found?

Log Error

Determine service request level

based on contract type

Return ticket number

Send email confirmation to customer with

ticket#, estimated maintenance date/

time

Page Technician

NO

NO

YES

YES

Create service request ticket

Maintenance Scheduler Software

Nightly ProcessRoutine Maintenance Scheduler

HP ServiceCenter

Software

Key Data Elements

MRI Machine Information Customer Data (CRM) Incident/Ticket Tracking

OracleCRM data

Maintenance Scheduler

ClientMRI Machine Controls

HP Service CenterHelpDesk

OracleService Center

Data

MRI Transmits Request

Request:<?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>

<ItemId>123445</ItemId> <UnitId>658934</UnitId> <UnitCustGuid>C743D9BL</UnitCustGuid> <ProblemCodeId>C743</ProblemCodeId> <SystemStatusInfo>C743D9BL-888-J765-XXX-09870-TL</SystemStatusInfo>

           </SEND_MRI_DIAGNOSTICS>         </soap:Body> </soap:Envelope>

Maintenance Scheduler Reply

Reply:<?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>

Sample Emails

To: <customer contact name>

From: GLOCO Inc. Technical Repair Center

Re: MRI Machine #1234567 Maintenance Scheduled

Dear <customer contact name>,This is to confirm that we have received diagnostic information transmitted from MRI Machine #1234567 indicating that service is required.We have assigned Incident Ticket #7777777.Your maintenance contract number is 8234582.The GLOCO Inc. technician will visit your site on Monday, February 7, 2009.If you have any questions please contact GLOCO Inc. customer service at 800-123-4567 or visit WWW.GLOCO.COM/SUPPORT/MRI .Regards,GLOCO Inc.Technical Repair Center

Sample Emails

To: <customer contact name>

From: GLOCO Inc. Technical Repair Center

Re: MRI Machine #1234567 Routine Maintenance Scheduled

Dear <customer contact name>,Our records indicate that your MRI Machine #1234567 is due for routine maintenance.We have assigned Service Request Ticket #7777777.Your maintenance contract number is 8234582.The GLOCO Inc. technician will visit your site on Monday, February 7, 2009.If you have any questions please contact GLOCO Inc. customer service at 800-123-4567 or visit WWW.GLOCO.COM/SUPPORT/MRI.Regards,GLOCO Inc.Technical Repair Center

Sample HP Incident Ticket

Environments

Environment/Purpose Details Server(s)

Development – code/unit test CRM instance with small test sample;Application Server;Developer testing tool used to simulate client

requests

DB Server DEV1App Server DEV2

Integration / QA Testing CRM instance with representative sample data;Application Server;Internal MRI controls running on test machine

DB Server QA1App Server QA2MRI controls QA3

Pre-prod: staging area, test software install process, conduct performance testing

(mimics production capacity)

CRM instance with copy of production data;Application Server;Beta site MRI machine

DB Server ITF1App Server ITF1Beta test customer site

Production Primary siteProduction Secondary site(different physical locations)

Oracle DataGuard replication between primary/secondary DB servers;

Round-robin load balancing between primary/secondary application servers, each site has capacity to handle full load in DR scenario;

Customer MRI machines

DB Server PRDDB1 & PRDDB2App Server PRDAPP1 & PRDAPP2Customer Sites

IMPLEMENTATION

Implementation Overview

GLOCO technicians will plan to make customer site visits to apply the new MRI diagnostic controls software during the target time period = within one year of official release.

The local GLOCO sales representatives will contact the customer by phone and accompany the technical field engineer during the on-site upgrade visit.

The GLOCO company website support section will be updated with instructions and downloadable documentation describing the automated support/maintenance procedures and centralized service center contact information.

In parallel with the software implementation, all “Level 1” phone support will be transitioned to the central service center in India.

Implementation Strategy

Beta Test Sites Will take place after QA first pass complete Discounted maintenance incentive plan Parallel to customer-initiated support call

method

Regional Roll-Out On-site customer training / orientation On-site testing

Project Plan Design/Develop

Project Plan Implementation

Required Resources

Resources Estimated Project CostPer Resource *

Project Manager (1) ($175,000)(20 months) 290,500

Systems/Business Analyst/s (2) (350,000)(8 months) 231,000

Product Support/Business Analyst/s (2) (350,000)(14 months) 406,000

Software Engineering/Development Manager (50% of full time)

(87,500)(8 months) 57,750

* Amounts are based on average estimated cost of $175,000/year per resource

Required Resources Cont.

MRI Controls Software Developers (2) (350,000)(8 months) 231,000

Java/Web Services Developers (2) (350,000)(8 months) 231,000

CRM Database Developer (1) (175,000)(8 months) 115,500

DBA (1) (175,000)(8 months) 115,500

Release Engineer (1) (175,000)(1 month) 14,000

Architect (175,000)(8 months) 115,500

Test Manager * (50% of full time) (175,000)(4 months) 57,750

QA/Test Engineers (3) (525,000)(4 months) 173,250

Total$2,038,750

Risk Assessment / Mitigation

Risk Priority Risk Mitigation Strategy

Technical requirements definition is incomplete

MED Conduct beta testing and prioritize additional critical functionality.

Software unreliable MED Parallel test during beta and pilot periods. Central customer support center still available to customers by phone.Phased rollout.

Customers are not willing to accept MRI software service pack upgrade

HIGH Sales professionals trained to address technical concerns to accompany most site visits; conduct training / orientation. Trial period with a maintenance contract incentive may be offered if necessary on a case by case basis.

Customers continue to report MRI failures by phone after receiving on-boarding (loss of cost savings)

HIGH Train central service center staff to educate customers regarding unnecessary phone calls.Train tech repair reps to educate customers regarding unnecessary phone calls.Gather metrics to determine why any remaining calls made by phone; follow-up with improvements to process or software as needed.Include link to GLOCO support web site in automated email notifications; provide downloadable customer-friendly documentation and answers to FAQ’s.

Local service center staffing costs not reduced

HIGH Build in planned reduction in phone rep staff at local service centers as part of the regional implementation. Forward calls to central off-shore service center.

Success Metrics

80 percent of customers in each region will have adopted the new software one year after the first installations have begun.

On average, the number of days that engineers spend on visits per each customer’s MRI machine drop from 14 to 6 per year.

Number of renewed service contracts increases from 80% to 90%

Net repair/maintenance costs to GLOCO decrease to a level of at least 3% below the maintenance contract costs within 3 years.

Thank You