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Philips reaches efficiency by optimising their worldwide service process through the utilisation of planning stool and mobile.

About Philips Healthcare

Philips Healthcare supplies medical systems worldwide. Philips’s line of products contains the ‘best-in-class’ technologies in the area of among other things x-ray, ultrasound, magnetic resonance, computed tomography, nuclear medicine, PET, and oncological systems.

Philips Healthcare has a revenue of 6.5 billion, is represented in over 100 countries, and has approximately 31,000 employees.

The Challenge

Philips Healthcare developed a global template to further optimise their worldwide service process. With this a clear-cut way of working was realised within the service process. Philips Healthcare has 4500 engineers employed in their service departments in 22 countries worldwide. Ideo lead the design and development phase of the global template. In order to guarantee a clear-cut roll-out of both the sales and service organisations Ideo fulfilled a key role in the support and management of the process.

The worldwide introduction of a new mobile application requires project employees to have exceptional communicative skills during the preparation and execution. In this project Ideo set up a Proof of Concept, PoC in short.

Selected Solution

Planning

ClickSchedule by ClickSoftware was chosen to be able to plan the 4500 external employees. The ClickSchedule solution by Philips Healthcare only needed minimal adjustments. Most of their current planning demands are functionalities not standardly provided by ClickSchedule. ClickSchedule allows the semi-automatic planning of field service engineers. The certified interface with SAP guarantees a tried and true and by the suppliers supported integration.

Mobile

Philips Healthcare chose two mobile solutions both based on SAP to efficiently coordinate its external employees. The Performance Assurance, PA in short, solution is based on SAP NetWeaver Mobile 7.1 middleware and the Work Order Management, WOM in short, application is based on Sybase middleware. These two separate applications are integrated front to end to ensure that the business processes coincide integrally.

WOM is the application in which the mechanic completes his/her order administratively and PA is the mobile inspection application. The latter is based on the newest mobile infrastructure by SAP. Ideo MQM solution is the foundation for this module. Ideo only had an advisory roll in the choice of hardware, as procuring hardware is country specific. The inspection module was developed based on SAP software and Ideo utilised the standard options available by SAP.

Standard project management by SAP and Philips was adhered. This project rolled-out in accordance with the standard ASAP method. The worldwide introduction of a new mobile application requires project employees to have exceptional communicative skills during the preparation and execution. In this project Ideo set up a Proof of Concept, PoC in short. This PoC created a broad foundation within the worldwide organisation. Ideo mostly provided a contribution based on content.

Result and Advantages

  • A worldwide clear-cut way of working due to an implemented mobile and planning solution.
  • Order and inspection data can be directly registered on the mobile solution.
  • An increase in client satisfaction due to faster and better service.
  • Savings of costs and an improvement of internal efficiency of the worldwide Philips Healthcare organisation.

Facts

Client: Philips Healthcare

Utilised Solutions:

  • SAP ERP
  • ClickSchedule
  • SAP MAM
  • MQM
  • ESS
  • SAP Mobile Infrastructure

 

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