GE Healthcare - INDIRECT CHANNEL PARTNER...

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INDIRECT CHANNEL PARTNER

Service delivery Handbook

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GE Healthcare – The information contained in this document is confidential information, it can only be used by authorized GE Healthcare Partners for the purpose for which it was provided. It cannot be copied or shared with any staff other than on a need-to-know basis.

Dear Partner, I trust you will find this Handbook useful, as it was designed to help you understand how GE Healthcare provides its partners an ongoing Service support.

This Handbook is our reference guide for Indirect Channel Partners (ICP) across Europe for information on Indirect Distributor Service Center (IDSC) procedures and for GE Healthcare Service Operations.

IDSC is a structure fully dedicated to supporting GE Healthcare‘s Partners in their daily Service Operations: logistics, technical escalation, field support, engineer’s trainings or any other request which requires escalation within GE Healthcare.

For our Partners, we want to continue reinforcing our shared values for growth and success. Therefore we will continue to enhance our internal processes and communication, and we encourage you to check regularly the enhancements of our VIPnet online Service support platform.

We sincerely hope that the Handbook meets your expectations; And please feel free to contact me for any further question or support you may need from GE Healthcare.

Yours sincerely,

Jose HERRAEZ GM Service Operations Europe

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What we expect from you…You have just ordered a new GE Healthcare equipment

Train your field Service engineer (FSE) Plan first-in-country supportPurchase your Service tools

You are about to deliver the equipment to the site

You are installing the equipment

You have fulfilled your project with your end-user Customer

Any time

During the equipment life

Loan the Installation/Service toolsRegister your equipment in global installed base (GIB)Plan medical application for end-user Customer

Connect through broad-bandOrder/return spare parts

Sign-off the acceptance certificateReturn the product locator cards (PLC)

Respect all your contractual obligations towards GE HealthcareReport any product safety issueRespect all applicable laws and regulations

Offer a Service contract wherever possiblePerform preventive maintenances (PM)Order and return spare partsAccess on-line Service supportInstall FMI and manage field safety letter (FSL)Manage customer satisfaction opportunity (CSO)

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What we expect from you… . . . . . . . . . . . 3

Indirect team presentation . . . . . . . . . . . 5 Our mission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Roles and responsibilities . . . . . . . . . . . . . . . . . . . . . . 7

Field service engineer (FSE) training . . 8FSE training registration process . . . . . . . . . . . . . . . . 9 Training quote and purchase order (PO) model . . . . . 10 Training quote terms and conditions . . . . . . . . . . . . 11 FSE details for training registration . . . . . . . . . . . . . . 12

Global installed base (GIB) registration and update . . . . . . . . . . . . . . 13GIB update process . . . . . . . . . . . . . . . . . . . . . . . . . 14 Register a system in the global installed base (GIB) . . 16 Return a product locator card (PLC) . . . . . . . . . . . . . 17 GE warranty time line on a new equipment . . . . . . . 18 Acceptance certificate model . . . . . . . . . . . . . . . . . . 19

Technical documentation . . . . . . . . . . . . 20iResolve solution process . . . . . . . . . . . . . . . . . . . . . 21 Secured Service access (SSA) class «M» process . . . . 22 Secured Service access (SSA) class «A» and Class «C» process . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Field safety letter (FSL) . . . . . . . . . . . . . . 24Field safety letter process . . . . . . . . . . . . . . . . . . . . 25 Field safety letter model . . . . . . . . . . . . . . . . . . . . . 26

Field modification instruction (FMI) . . 27Field modification instruction (FMI) process . . . . . . . 28 Completion certificate report (CCR) model . . . . . . . . 29 FMI completion guide . . . . . . . . . . . . . . . . . . . . . . . 30

VIPnet Service delivery portal . . . . . . . 31VIPnet Service delivery portal main features . . . . . . . 32 Spare parts ordering via VIPnet . . . . . . . . . . . . . . . . 33

Spare Parts, accessories and permanent tools ordering . . . . . . . 39Spare parts ordering via email to IDSC Coordinator . . 40 Permanent Service tools ordering specific process . . 41 Accessories ordering specific process via GEHC external supplier LUSO . . . . . . . . . . . . . . . . . . . . . . . 42 Spare parts, Option & upgrade, permanent tools and accessories Purchase order (PO) model . . . . . . . 43

Spare parts return . . . . . . . . . . . . . . . . . . . 44Spare parts return process . . . . . . . . . . . . . . . . . . . . 45 Golden rules for a successful spare part return . . . . . 46 Pro-forma invoice for spare parts return and packing list model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Spare parts return labelling code . . . . . . . . . . . . . . . 48

Servicetools . . . . . . . . . . . . . . . . . . . . . . . . . . 49Tools loan process . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Tools transportation and tools loan quotes purchase orders (PO) model . . . . . . . . . . . . . . . . . . . 51

Probe repair . . . . . . . . . . . . . . . . . . . . . . . . . . 52Probe repair process . . . . . . . . . . . . . . . . . . . . . . . . 53 Probe repair request form model . . . . . . . . . . . . . . . 54

Connection with a technical support . . 55Connection process for a technical support . . . . . . . . 56

Complaint handling . . . . . . . . . . . . . . . . . . 57Managing Partner issue . . . . . . . . . . . . . . . . . . . . . . . 58 Customer satisfaction opportunity (CSO) . . . . . . . . . . 59 CSO form model . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Product complaint & safety event reporting . . . . . . . . 61 Product complaint form model . . . . . . . . . . . . . . . . . . 62

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

TABLE OF CONTENTS

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Indirect TeamPresentation

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IDSC

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Our mission

IDSC is the Indirect Distribution Service Center for the GE Healthcare Partners in Europe.

PARTNER CARE• Partner call handling• Spare part and FMI shipment• Field safety letter(FSL)• VIPnet

SERVICE TOOLS • Service tool for purchase• Service tool for loan

• De-Installation date

FSE TRAINING AND TECHNICAL DOCS• Training for FSE• Training record keeping• Tab-list enrolment for technical docs

TECHNICAL SUPPORT• On-line technical support• Technical escalation

SERVICE CONTRACT MANAGEMENT• Service contract administration• Hourly billed services (HBS)

COMPLIANCE• International Trade Control (ITC)• Partner accounts management• FMI-FSL• IB traceability

SPARE PART SALES• Spare part quote• Spare part processing• Spare part tracking• Spare part return for repair• Credit letter management

INDIRECT TEAM PRESENTATION

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Roles and responsibilities

Indirect Distribution supporting functions Role

IDSC CoordinatorSpare part delivery and returnFMI dispatchInvoicing & export documentation

Indirect Training Coordinator FSE training registration – Training recording in GEHC database

e-Commerce Project Leader VIPnet technical supportE-commerce platform development

IDSC Compliance Leader Compliance & international trade controlsISO procedures & handbook

Service Tools Coordinator Installation/Service tool purchaseInstallation/Service tool loaning

GIB administration System ID creation & IB modification requestGIB integrity – PLC tracker & reminder

FMI administration – FSL administration FMI management – CCR archivingFSL management – trackers & reminder

Parts return administration Return material authorization (RMA)Spare part return tracker & reminder

Indirect Service Sales Leader

Service Sales proposal (option & upgrade, promo)Service contract negotiationSpare part price negotiation

Business Operation Leader (BOL)Service contract management in MUSTCredit notePartner invoice payment

Regional Director of Service (DOS) Main contact with Partner for all the Service activities (tools, CSO, training, FMI, …)

Regional CSO Coordinator – Resolution Team (RT) – Complaint handling unit (CHU)

Customer satisfaction opportunity (CSO) managementAction plan management until CSO closure

Indirect Marketing Manager Option & Upgrades campaignsGo to market opportunities

INDIRECT TEAM PRESENTATION

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Field Service Engineer(FSE) Training

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FSE training registration process

Indirect Training Coordinator confirms registration (and if needed sends a letter of Invitation [LOI]). Partner manages travel and in-country accommodation for FSE

Regional Director of Service (DOS) quotes the training to Partner and sends a copy of the signed and stamped purchase order (PO) to Indirect Training Coordinator

Indirect Training Coordinator registers FSE in the training database

Indirect Training Coordinator assigns the pre-requisite tests that might be mandatory before attending the training to FSE

Training is recorded in GE database. FSE is registered on tab-list in order to receive the technical documentation

FSE completes the course pre-requisite

FSE completes the training

Partner requests a training for a FSE

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Regional Director of Service (DOS) invoices the training

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Good to know• Training availalibilty shall be checked in advance.• SSO number is required for on-line trainings &

prerequisite log-in.

MANDATORY LIST OF ITEMS TO BE CARRIED BY FSE TO THE TRAINING

• Safety shoes • Glasses• Radiation badge

• Laptop• ID Card• LOTO kit

FIELD SERVICE ENGINEER (FSE) TRAINING

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Training quote and purchase order (PO) model


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Training quote terms and conditions1) Training program descriptionThe GE technical trainings program is designed to provide the Partner with trainings for its Field Service Engineers (FSE) with the knowledge and skills necessary to properly service GE Healthcare equipment.

2) PrerequisitesThe FSE attending a GE technical training must have a solid understanding of the fundamentals. The courses are designed with the idea that all students attending have at least one year of experience in healthcare as Field Service Engineers (FSE) which includes a good understanding of : GE Healthcare products, software operating system and basic principles linked with modality pre-requisites.

For the individual with no or minimal experience, GE Healthcare may propose trainings on basics. Contact us for more information.

3) Training price and quoteQuotes for trainings are managed by the regional Director of Service (DOS).

To get a training reserved, the regional Director of Service (DOS) must have received a purchase order signed and stamped by the Partner.

4)) Cancellation & substitution policyStudent substitutions can be made at any time.

There is no cancellation charge if Indirect Training Coordinator receives the cancellation request at least 21 working days prior to the first day of the class.

There is a cancellation charge of 100% of tuition fee, if the Indirect Training Coordinator does not receive the cancellation request at least 21 working days prior to the class start date or if the student does not show up on the first day of the class.

5) Course registrationDue to the limited number of seats in each class, registration is on a “first come first served” basis. To register, Partner must complete the registration form located in the quote package and send it by email to the regional Director of Service (DOS) with a .pdf copy of the FSE’s passport.

The training registration form is mandatory to create or update the FSE’s profile in our database and gather mandatory information to issue the necessary letter of invitation (LOI) where necessary for visa purposes. All correspondence should be directed to the regional Director of Service (DOS) with a copy to the Indirect Training Coordinator.

6) Hotel accommodations & travel arrangementsHotel accommodation, transportation and meals related to the training shall be borne by the Partner.

Indirect Training Coordinator does not manage travel reservations.

7) ConfirmationPartner will receive written notification of the FSE’s enrolment in the class.

If the requested class date is unavailable, FSE will be elected to be “waitlisted” and/or enrolled in a subsequent session and Partner will be notified by mail.

GE Healthcare reserves the right to cancel or reschedule training classes. Partner will be notified if a class is cancelled or rescheduled. Every attempt will be made to give you as much notice as possible.

GE Healthcare is not responsible for non-refundable travel arrangements or penalties.

8) Certification upon course completionUpon completion of all hands-on and written tests given during class FSE receives a Certificate of Completion.

This Certificate will also be recorded electronically in GE Healthcare’s database.

9) Tuition PolicyThe training is invoiced (as per the tuition rate stated on the purchase order raised by the Partner) after the training is completed.

10) Training centers location GE Healthcare as global organization delivers trainings at various locations. The below list is for information only, it is not exhaustive, the final training location will be communicated at the time of the class confirmation.Europe Training Center: Budapest, HungaryAsia Training Center: Wuxi, ChinaGlobal Healthcare Institute: Milwaukee, USA


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FSE details for training registration


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The Global Installed Base Registration & Update

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GIB

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GIB update process

Global installed base (GIB) is GE Healthcare’s data repository system which ensures GE Healthcare medical devices traceability.

As soon as Partner plans the equipment installation to an end-user customer site, Partner must register the equipment in GIB database. It will allow IDSC and our Service team to access the necessary information for processing spare part, tool and FMI.

Partner must communicate any change in equipment and location status to GIB administration via mail to: [email protected]

You are about to deliver a new equipment to a site

Register your equipment in the global installed base (GIB) database using the System ID (5ID) request form

You have installed an equipment

Fill in & return the product locator cards (PLC) of each serialized sub-system to GIB administration

You are installing an upgrade

Use the System ID (SID) request form to document the information of the removed component:

• System ID

You are moving an equipment to another site

Use the System ID (SID) request form to specify to GIB administration:• System ID • De-installation date• Re-installation date

• Complete address of the new site

You are scrapping or storing an equipment

Use the de-installation request form & specify to GIB administration:

• System ID• De-installation date• Reason for de-installation (scrap or stock)

• De-installation date

THE GLOBAL INSTALLED BASE (GIB) REGISTRATION AND UPDATE

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Register a system in the global installed base GIB Registering GE Healthcare equipment in our data repository system (GIB) is mandatory. Email the System ID (SID) request form to: [email protected]

Mandatory information: • Complete site name • Street name & number (specify the type: street, road, boulevard ….)• City/Town – Zip code (if any) – Country• Telephone number, contact name and job title of the end user• Provide Site ID if already exists in the database• In case of de-installation, please always provide the de-installation

reason.

WARNING • Avoid the use of acronyms or abbreviations in the site name• PO Box alone is not suffice, a street complete name is mandatory.


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Register a system in the global installed base GIB If more than 3 equipments need to be registered, please use the excel template for requesting system IDs.

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If more than 3 equipments need to be registered, please use the excel template for requesting system IDs.

Site ID Site name Address (Str./Sq./

Ave./Blvd., Number) City ZIP Code SO System name Item description Install Date Serial

System ID (completed by

GIB team)

Warranty End Date

(completed by GIB team)

AB1234 Already Known Hospital � City Name � 4…… BT15 VOLUSON P8 CONSOLE 04-10-16 123456AB7 � � Already Known Hospital City Name 4…… BT15 VOLUSON P8 E8C-RS CONVEX PROBE 04-10-16 123456AB8 � Already Known Hospital City Name 4…… BT15 VOLUSON P8 4C-RS PROBE 04-10-16 123456AB9 �

� Without Site ID Hospital ABC Street, Nr. 12 City Name 123456 4…… Vivid S6 N BT12 CONSOLE 05-10-16 123456AB1 � �

Without Site ID Hospital City Name 4…… Vivid S6 N BT12 6S-RS PHASE ARRAY PEDIATRIC PROBE

05-10-16 123456AB2 �

Without Site ID Hospital City Name 4…… Vivid S6 N BT12 M4S-RS 05-10-16 123456AB3 � CD5678 Already Known Hospital 2 � City Name � 4…… Vivid S6 N BT12 CONSOLE 25-04-16 123456CD1 � �

Already Known Hospital 2 City Name 4…… Vivid S6 N BT12 6S-RS PHASE ARRAY PEDIATRIC PROBE

25-04-16 123456CD2 �


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Return a product locator card (PLC)PLC are attached to each serialized sub-assembly of the new equipment, and contain the following information: • Description of the sub-assembly • Model • Serial

Only the first card must be filled in with the mandatory information: 1. System ID (please pay attention to write the proper system

ID on each card in case of additional systems ex. AW) 2. SO number = equipment sales order number 3. Install date 4. Site name and address

Scan and send the full set of PLCs to the following e-mail address: [email protected]


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GE warranty time line on a new equipment

After the W period, equipment can can be covered by:• an extended warranty included in the

equipment Sales contract• a Service contract• a hourly billed Service (HBS)

Shipment of the equipment Airway bill (AWB) date

Warranty start date (WSD) The soonest of AWB + 90 daysor acceptance certificate date

The installation period cannot exceed a maximum of 90 days from AWB

The warranty period covers 12 months

The soonest of AWB + 15 months or acceptance certificate date + 12 monthsWarranty end date (WED)


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Acceptance certificate modelThis form is signed between Partner and end-user Customer and is returned under PDF format to OTR & IDSC Coordinator right after the acceptance by the end-user Customer. It notifies GE Healthcare of the warranty start date (WSD) which is recorded in MUST.

In case an acceptance certificate is not returned within 90 days from the equipment AWB, or in case the acceptance is signed later that AWB + 90days, the warranty starts after the air waybill (AWB) date +90 days.


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Technical Documentation • iResolve solution • Secure Service access (SSA)

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iResolve™ Solution Database Answers Anywhere, Anytime

iResolve is technical solution database where Partner FSE searches for knowledge documents to fix equiment issue.

• Live database.

• 24 x 7 remote access.

• Reliable solutions from GE Healthcare engineers.

• > 12,500 knowledge documents.

• FSE needs fast access to information to solve equipment issues and reduce equipment downtime.

• This need is even greater during off-business hours when it is more challenging to get support.

• Information needs to be accessible from anywhere.

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Secured Service access (SSA) There are 2 types of Secured Serice access:

1. Class “M” SSA is a hardware service key for highly trained FSEs of the Partner which gives an advanced access to technical documentation and tools to perform advanced and efficiency based diagnosis and repair. The access is granted based upon FSE’s technical training level. FSE has to have under-taken training officially recorded in GE training database for a specific modality.

2. Classes “A” and “C” SSA are sofware Service licences issued for a specific system ID (SID). These licenses enable the Partner or the end-user Customer to access class “A” and/or “C” Service documentation and tools to perform basic diagnosis and repair.

1. Class “M” SSA hardware service key • SSA key for class “M” is for trained FSE with SSO ID• SSA access is granted after confirmation of FSE training history

Class “M” SSA hardware Service key process:

Regional Director of Service DOS validates Partner’s FSE SSO and registers FSE on the SSA website

Regional DOS grants access to the FSE for the modality he/she is trained on

Regional DOS informs the FSE that the access is granted

FSE receives a confirmation + temporary password by emailFSE renews his access every month

Partner purchases the SSA physical service key (like a spare part)

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Secured Service access (SSA) 2. Class “A” and “C” SSA software license process

Regional DOS bills the Partner

Partner purchases the SSA licence class «A» or «C» for a specific system ID (SID)

SSA organization communicates to regional DOS the licence code

Regional DOS communicates the license code to Partner

Partner installs the license code on the equipment

The class “A” or “C” documentation is accessible on the equipment for 12 months.After 12 months the license expires and a new SSA licence has to be purchased

Regional DOS provides a quote to the Partner for an SSA class “A” or “C” licence for a specific equipment (1 license for 1 system ID)

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Field safety Letter (FSL)

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Field safety letter (FSL) process

Proof of delivery (POD) or carrier AWB is returned within 1 week to FSL administration at [email protected]

FSL administration sends the FSL directly by carrier to end-user Customer

FSL administration archives proof of delivery (POD) or end-user Customer AWB

Engineering deploys FSL and communicates the list of impacted sites to FSL administration

FSL administration sends to Partner by mail the FSL and the list of impacted systems. Partner has to deliver the letter within 3 weeks to end-user Customer

Proof of delivery (POD) or carrier AWB is returned within 2 weeks to FSL administration at [email protected]

FSL administration sends a reminder to Partner

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Field Safety Letter (FSL) Model

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Field Modification Instruction

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Field modification instruction (FMI) process

Partner installs the FMI on the system and sends completion certification report (CCR) to FMI administration at [email protected]

Upon receiving the completion certificate report (CCR), the job is closed and CCR is archived on a server

Engineering deploys FMI kits and communicates the list of impacted systemsFMI kits are available in stock for release

FMI administration opens a job in GE internal system (MUST)

IDSC administration places an order for the FMI kit and sends confirmation to Partner together with FMI description

FMI administration sends reminders to Partner on a weekly basis and monitors progress of kit delivery. All actions are documented in the GE FMI internal tracker

Partner shall respect the due date of the FMI and return FMI completion report (CCR) before the due date. In case of missing kits or other issues, please escalate it to your regional Director of Service (DOS).

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FIELD MODIFICATION INSTRUCTION (FMI)

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Completion certificate report (CCR) model

CCR form is included in the FMI kit instruction (after the cover page). Partner shall read carefully and fill it when the FMI is completed.

To close the FMI, CCR has to be sent to: [email protected]

Customer details & system ID here

System details & completion coder here


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FMI completion guide

Completion codes to be stated on CCR according to this table.


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VIPnet Service Delivery Portal

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VIPnet Service delivery portal main featuresVIPnet [Http://vipnet.euro.gehealthcare.com] is an extranet portal which provides Partner with the following Service delivery information:

Partner access to VIPnet is granted by the Regional Director of Service.

Service documentation library

IDSC Handbook

Installed base information

FMIs execution tracker

Indirect roles & Responsibilities

Spare part search

Spare part Cart

Orders queue

Escalation process

Service notes recent releaseEnd of life

systems

IDSC forms

VIPnet SERVICE DELIVERY PORTAL VIPnet

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Spare parts ordering via VIPnet

Step1 . Part Search

Result A: The part is not obsolete; the system displays the part detail

Result B: The part is obsolete, the system indicates the part replacing it

Use the left menu “Spare parts catalogue”

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Choose your search criteria

Enter your search value (a part no or description)

Click on the SEARCH button

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Step 2 . Viewing Part DetailsAfter searching the catalogue, you can view part details

Click on the part number Another screen appears showing the part details


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Step 3 . Adding a part to your cart

Click on the ADD button to fill your cart

Click on the ADD button to fill your cart

Parts can be added from the Spare parts catalogue screen and Part details screen


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Step 4 . Viewing or updating your card

You can access your cart simply by clicking on the left menu “Spare parts order” or after adding a part

Change the quantity and click on the Update

Quantity button to submit your changes

Use this button to empty your cart

Use this button to order

your cart


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Please fill all the required information. The fields* are marked as mandatory

* Do not use the part below, it is for GE USE only


Step 5 . Ordering your cart

When you click on the Order button, the following form appears

Check the shipping details and comments

You will find your cart details next to the final ORDER button

Use the ORDER button to send

your order


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Step 6 . Following your order

Use the left menu “Order Queue” to follow your orders

You can filter the information

displayed by date & status

Your order lines and their status are displayed in

descending order. There is one order line per part ordered

Click on View to see the comments entered by GE

CAUTION If price has been negociated globally then it will be displayed for all the parts


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Spare Parts, Accessories & Permanent Tools Ordering Processes

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ORDER

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Spare parts ordering via e-mail sent to IDSC Coordinator

Additional information is needed to process the order

The order is with payment

IDSC Coordinator provides with the shipping information and a copy of the invoice to Partner

Partner sends the “Spare part order form” to IDSC Coordinator

Shipment

If technical approval is required , a technical support job is open in MUST

The order is Free of Charge (FOC)

IDSC Coordinator checks the order information :

• System ID• Contract status• Financial status• ITC restrictions• Spare part reference

• Quantity• Spare part

availability in warehouse

SPARE PARTS, ACCESSORIES & PERMANENT TOOLS ORDERING PROCESSES

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Permanent Service tool ordering specific process

Permanent Service tool order has to be placed via e-mail to Regional Director of Service (DOS)• Spare part order form to be used

(see model)• DOS will provide with price & delivery

lead time• Lead time for tools can be longer than

spare parts as tools are not considered as “stock” items.

Service Tools Coordinator purchases the tools from the external supplier

New tool is received in GE warehouse

Service Tools Coordinator ships the permanent Service tool to Partner and DOS bills Partner for the tool

Partner requests for a pernament Service tool quote from regional Director of Service (DOS)

DOS quotes the tool and informs Partner on lead time

Partner confirms the purchase while returning a signed and stamped purchase order (PO)

DOS communicates the PO to Service Tools Coordinator

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Accessories ordering specific process via e-mail sent to GEHC external supplier LUSO

(1) See form the next page

ITC team approves the transaction

IDSC Compliance Leader informs LUSO that the transaction is approved

Partner proceeds with the pre-payment to LUSO

Partner requests directly a quote for accessories purchase to LUSO

LUSO: [email protected] provides with a quote

Partner places a purchase order (PO) to LUSO while using the manual PO (see model) – the System ID (SID) is mandatory

LUSO copies IDSC Compliance Leader on the PO for a check of the transaction by the International Trade Control (ITC) team

LUSO ships the accessories and invoices the Partner

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Spare parts, Option & upgrade, permanent tools and accessories Purchase Order (PO) model


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Spare Parts Return

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RETURN

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Spare parts return process

IDSC Partner must return any returnable spare part within 60 days from the air waybill (AWB).

Partner is notified, on bi-weekly basis, of the list of spare parts to be returned. The list is also available in VIPnet

Partner sends a pro-forma invoice form to: [email protected] with the following information:

• Part number reference• Initial invoice reference• Part status (good or defective)• Customs tariff code• Country of origin• Price value for Customs purpose (90% of initial unit price if spare part or tube

is returned good, 33% if spare part is returned defective and 10% if an x-ray tube is returned defective)

Partner ships back the spare parts to GEHC in St.Witz on FCA basis and emails the shipping documents (pro-forma invoice + AWB copy) to [email protected]

Upon reception in St Witz and if applicable as per the distribution agreement, the regional Director of Service (DOS) credits Partner for the return

[email protected] checks the information and provides with the return material authorization (RMA) code for each spare part

Partner prepares pro-forma invoice, packing list and labelling

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SPARE PARTS RETURN

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COMPLAINT

Golden rules for a successful spare part return1. Start the physical return process only when you have received the

return material authorization (RMA) code.

2. After 90 days, a returnable free of charge (FOC) spare part which is not returned will be invoiced at distribution agreement price.

3. A special care of the documentation is mandatory: • Pack one item per box [minimum dimensions of the box are

L=20cm / W=20cm / L=20cm] • A copy of the spare part pro-forma invoice must be attached to

each box • As soon as shipping details are available: e-mail a copy of AWB

+ packing list + pro-forma invoice to Parts return administration [email protected]

• Put GREEN (good) or RED (defective) sticker on the box.

4. A unique address for the return:

5. When a payable and repairable spare part is returned: • Case 1: Part is defective: credit is granted to Partner according to

the terms and conditions of the distribution agreement • Case 2: Part is good: credit of 90% of the original invoice amount

is granted to Partner.

6. Specific cases: • When a spare part is returned after a failure on arrival (FOA)

or after a wrong shipment: no credit will be granted. Partner will receive a replacement spare part, free of charge, under CPT (return with a carrier)/DAP (return with a courier) incoterms

• A failure on arrival (FOA) is accepted after regional Director of Service (DOS) approval and if the FOA is declared by Partner within 30 days from shipment air waybill (AWB).

GEMS GLOBAL PARTS C/O UPS LOGISTIQUEZI de la Guepelle Bat C95470 Saint Witz – FRANCETel: + 33134687208 – Fax: +33134687882

SPARE PARTS RETURN

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COMPLAINT

Pro-forma invoice for spare part return modelTo be filled out by Partner to request RMA number.

Date Invoice number

Item numberQTY item details price

Date Invoice number

Item details to be taken from the original invoice line: part reference,

part description, Customs tariff, country of origin (COO), Item price.

Partner name& address

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COMPLAINT

Spare parts return labelling code

Is the part returned in good/ working conditions?

Part returned with “Good to stock” label

Part returned the “Defective Part” label

YES

NO

The part is to be confirmed as good by the field Service

engineer (FSE) name.

The part is acknowledged

by FSE name.

SPARE PARTS RETURN

COMPLAINT

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Service Tools

COMPLAINT

LOAN

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COMPLAINT

Tools loan process Partner needs tools for installation / one-time repair.

GEHC can loan tools to Partner • Transportation fees are always billed to

Partner• Loan fees are billed to Partner if the tools

are not returned after a 5 weeks’ period.

Note: If a tool is frequently used, GEHC recommends that Partner purchases a permanent tool (see permanent tools purchase chapter).

Service Tools Coordinator processes the PO and ships the tools. Regional DOS and Partner monitor the return to the warehouse

Regional DOS bills Partner forthe transportation and for the tools loan (if > 5 weeks)

Partner requests from regional Director of Service (DOS) for a list of tools for loan

DOS quotes the tools transportation (transportation cost is always billed to Partner) and the tools loan (the loan is chargeable If the tools are not returned after 5 weeks)

Partner confirms the terms and condition while returning stamped purchase order (PO): one for the transportation and one for the tools loan (in case the loan would exceed 5 weeks)

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SERVICE TOOLS

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COMPLAINT

Tools transportation and tools loan quotes purchase orders (PO) modelTool loan form needs to be filled out by Partner.

• GEHC will ship the tool on temporary import basis in CPT

• If any special text is needed on the invoice to comply with local tempporary import process, please mention when placing the PO)

• Transportation and tool loan purchase orders (PO) need to be stamped & signed

• Tools availablity needs to be checked before placing a purchase order (PO), due to limited availability in the tools pool.

SERVICE TOOLS

COMPLAINT

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Probe Repair

COMPLAINT

PROBE

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COMPLAINT

Probe repair process

Partner fills out a probe repair return form

Partner sends the probe to Unisyn for inspection

Once the inspection is completed, Unisyn releases a report & quotation for the repair Service

If the quote is approved by Partner, the probe is repaired & shipped back to Partner

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Followed acquisition of Unisyn - leading provider of ultrasound probe repair market - GEHC can offer multi brand probe repair service.

Unisyn has high quality standard service with broad repair capabilities across several manufacturers.

How does it work?

• Probe has to be shipped for inspection to Unisyn

• “First-call” test technology enables the identification of most probe malfunctions

• Partner will be notified about the nature of the necessary repair.

PROBE REPAIR

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COMPLAINT

Probe repair request form model

PROBE REPAIR

COMPLAINT

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Connection with aTechnical Support

COMPLAINT

SUPPORT

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COMPLAINT

Connection process for a technical support

Remote Service Leader (RSL) team is ready to assist Partner in case of urgent technical support request.

Partner shall use the official channel to reach out for technical support and remember to state the job number in case of further communication with RSL team.

Job closure after the case is resolved

Partner connects with the regional customer coordinator or the IDSC Coordinator to have a remote job opened. Connection via phone call Center line / e-mail / VIPne

The job is queued in the to-do-list of RSL team and assigned the first available modality RSL

Job will be created in GE MUST system & job reference number will be communicated to the Partner’s FSE

RSL calls FSE

Partner provides with:• System ID (SID)• Patient’s impact if any (was a patient involved when the issue

occurred? Any injury happened?• Short & objective problem description• Name and phone number of FSE to be contacted

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CONNECTION WITH A TECHNICAL SUPPORT

COMPLAINT

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Complaint Handling

COMPLAINT

COMPLAINT

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COMPLAINT

Complaint Handling Unit (CHU) manages record until closure

DOS and partner ensure communication until Product complaint closure

DOS enters the case in PQM

Partner fills in a product complaint form and sends it to DOS and box: [email protected]

Managing Partner issue

COMPLAINT HANDLING

DOS identifies the type of complaint

DOS manages an action plan to solve the partner’s issue

DOS and partner ensure communication until CSO closure

DOS enters CSO in the CSO database

If technical CSO, DOS enters a PQM prior opening a CSO

IF technical, commercial of parts complaint

IF adverse patient event (actual or potential death or serious injury)

Partner sends a CSO request to DOS

ICP raises a complaint

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COMPLAINT

Customer satisfaction opportunity (CSO)

• CSO GOAL

A CSO is needed when the local Partner’s team has exhausted resources, and when customer dissatisfaction related to equipment performance, process performance, expectations or perception, requires formal escalation to provide additional resources to resolve the issue and/or enhanced customer communication. When CSO is for technical issue, Partner will have to complete a product complaint form. The CSO request form shall be used to escalate commercial and part issues.

• CSO PURPOSE

Customer Satisfaction Opportunity (CSO) process is an organized systemic method of identifying, measuring and managing Customer issues. Goal is to achieve end-user Customer satisfaction as well as obtain acknowledgment of issue resolution in a minimum amount of time.

• CSO SCOPE

The CSO process will be initiated as soon as the Partner will escalate to the regional CSO Coordinator the issue raised by the end-user Customer. The CSO will be closed when the Partner acknowledges resolution of the issue.

• CSO RESOLUTION TEAM

The CSO structure consists of the regional CSO Coordinator and Resolution Team (RT) assembled for the purpose of resolving the CSO.

COMPLAINT HANDLING

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COMPLAINT

CSO form model

COMPLAINT HANDLING

CSO form shows the typical information which will be required for CSO escalation.

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COMPLAINT

Product complaint & safety event reporting Definition of a product complaint

Any written, electronic, or oral communication alleging deficiencies related to the quality, durability, reliability, effectiveness, safety (including misuse that creates a hazard), performance or regulatory compliance of a product that has been shipped, distributed or otherwise made available to the end user. Additionally, events concerning accidental radiation, injury or adverse events shall be reported as complaint. Routine service/servicing is not considered a product complaint.

• It is Partner’s responsibility to report to GE any case of an event leading to death, serious injury or potential death and serious injury.

• Partner shall notify GE Healthcare immediately when they become aware of a product complaint.

• Complaints will be investigated by the GE Healthcare Complaint Handling Unit (CHU). Appropriate regulatory agency will be notified as required.

• Partner shall respond in a timely manner to any inquiry and follow up from CHU in order to actively support reportability assessment and investigation.

COMPLAINT HANDLING

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COMPLAINT

Product complaint form modelThe product complaint form shall be filled to report product complaint.

COMPLAINT HANDLING

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COMPLAINT

APL Authorized partners list

AWB Airway bill

BOL Business operation leader

CCR Completion certification report

CHU Complaint handling unit

Class “A”, ”C”, ”M” Technical access level

CSO Customer satisfaction opportunity

CPT Carriage paid to (Incoterms)

DAP Delivered at place (Incoterms)

DOS Director of Service

eOM e-Order management

FMI Field modification instruction

FCA Free carriage (Incoterms)

FOA Failure on arrival

FOC Free of charge

FSE Field Service engineer

GEHC General Electric Healthcare

GEMS SCS GE medical systems societe en commandite simple

GIB Global installed base

HBS Hourly billed Service

IDSC Indirect distribution Service center

ITC International trade control

MUST Multi-user Service tool

OTR Order to remittance

PM Preventive maintenance

PO Purchase order

POD Proof of delivery

PLC Product locator card

PQM Product quality management

RMA Return of material authorization

RT Resolution team

RSL Remote Service leader

SID System Identification

SO Sales order

SSO Single sign-on

SSA Secure Service access

Tab-list Technical documentation access

VIPnet Service delivery portal

W Warranty

WED Warranty end date

WSD Warranty start date

GLOSSARY

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GE imagination at work

Data subject to change.Marketing Communications GE Medical Systems.

A General Electric company, doing business as GE Healthcare.GE and GE Monogram are trademarks of General Electric Company.™ Trademarks of General Electric company.All third party trademarks are the property of their respective owner.©2018 General Electric Company. All rights reserved. JB48723XE

Date post:	10-Aug-2020
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