Depot Model for Medical Device Service and Repair

The Challenge

BD (Becton, Dickinson and Company) is a global leader in developing, manufacturing, and marketing medical technologies across various specialties, including vascular, urology, oncology, and surgical fields. However, BD's existing service processes were heavily reliant on paper-based and manual methods. Additionally, their compliance management system doubled as their installed product database, which created inefficiencies and limited their ability to fully integrate compliance with their depot servicing processes. BD needed a solution that would enable them to seamlessly capture all aspects of their equipment as it moved through the service cycle—from being returned to the depot to being sent back to customers.

The Solution

Bolt Data designed and implemented a comprehensive depot model for BD's service and repair operations, which also encompassed global processes for onsite services. This transformation allowed BD to streamline their operations, improve data accuracy, and integrate compliance into every facet of their servicing processes.

Key highlights of the solution include:

• Division to Depot Servicing Process: A robust servicing process was established to manage warranty and service contracts, create work orders to address customer concerns, oversee loaner inventory, estimate service and repair costs, scan barcodes for parts during repairs, and efficiently return equipment to customers.
• International Business Centers (IBC) Integration: Implementation of a servicing process that facilitates seamless transfers between International Business Centers (IBC) and depots, ensuring efficient handling of equipment servicing and returns across global locations.
• Partner Community Utilization: Deployment of a Partner Community platform that enables BD to manage complaints and coordinate with their partner network for repair management, enhancing collaboration and ensuring consistent service quality.