How to deliver better, leaner field service Mike Dobbertin anD Joe LaMpinen

Better, leaner engineering field services is here Do you deploy technical field service talent for repairs, upgrades, installations, remediation,

break-fixes or calibration of medical devices? If you do, you are no doubt managing increasing

administration, compliance and regulatory requirements, alongside the need to find talented

engineers to do the work on time and on budget.

As a supplier to one of the most heavily regulated industries in the world, the quality and

timeliness of the technical support your customers receive is critical—not just when things go

wrong, but every single day for routine tasks too.

Recalls, product upgrades, government mandates and scheduled quality checks or repairs all

take significant resources to staff and project manage. As compliance requirements and product

complexity increase, so too does the task of properly installing and maintaining the medical

devices that millions of patients rely upon each year across the US.

IntroductIon /02

There is a better, leaner way to manage this growing task.

/03

Here are the six key benefits to outsourcing the field service task in the medical device industry.

receive a one-stop

and single point of contact

solution

/04

01

There are hundreds of outsourcing providers in the medical device field across the US. However, there are only a select few that provide a one-stop approach to truly streamline the entire process, end to end.

Unlike traditional outsourcing providers, we project manage, as well as source and

deploy technical talent for engineering field service tasks every single day. Once our

customers validate and approve a fix or upgrade to a device, we will schedule, deliver

and quality control the entire process. It is a one-stop solution that requires nothing more

than approval and validation from the client.

We coordinate client projects centrally to source technicians, manage the project

plan and provide customized reporting for every program. Our clients also receive a

dedicated Program/Project Manager as their single point of contact for all queries and

updates. Over the past 16 years, we have managed critical business processes on our

clients’ behalf with a commitment to operational excellence, innovation and world-class

customer service.

receIve a one-stop solutIon & a sIngle poInt of contact /05

Our one-stop solution:

• Significantlyreduces

the administration

burden of both routine

and remedial field

service tasks

• Ensuresrobust

scheduling of, and

access to, the

right resources

• Allowsclientstoretain

full control through a

simple validation and

approval process.

/06

02lower costs through

specialist resources

centralized

A large, globally networked organization can offer the backing of more resources and more experience to streamline both routine and remedial maintenance tasks.

Our due diligence and implementation processes have the benefit of being honed over

years, across multiple client industries. We understand the trends that are emerging in

field service and how to best manage the task as it stands today.

Our clients also receive the benefit of the additional corporate resources that come

with being part of a much larger global outsourcing organization. We can tap into the

expertise of legal personnel, as well as risk management, quality assurance and contract

administration resources.

When we identify efficiencies or process improvements that can lower costs, we act.

lower costs through centralIzed specIalIst resources /07

Our field service teams:

• Haveextensive

experience in managing

end-to-end field

service programs

• Ensureprocessand

resource consistency

• Providepredictable

costs for budgeting.

/8

the ability to

scale at will03

Growth that is sustainable and profitable is what most businesses are seeking. And, the opportunities for growth in the medical device field are clear.

When we take on the end-to-end field service task for you, we come with the ability

to scale your program, regionally, nationally or globally. Strong, secure systems and

processes are part of how we do this, but so too is our access to the best talent

across the world.

Whether you are implementing a new program or shifting from a self-managed technical

field service team, we will work with you to establish a roadmap to help your organization

understand and adopt change.

the abIlIty to scale at wIll /9

We bring to the table:

• Theconfidence

of working with a

financially stable partner

• Globalreachand

networks in almost

every industry.

/10

a customized

solution04

that fits your business

There is no ‘one size fits all’ in field service engineering solutions. That’s why we customize our approach for each client.

We add or delete features based on customer requirements and design our client

programs from the ground up so that they are scalable and respond to changes in our

clients’ businesses. We deliver field service as a managed solution, therefore it can be

deployed for a one-off or an ongoing program of work.

We have the largest dedicated implementation team in our industry. We manage

successful implementations by clearly understanding our customers’ needs, challenges,

and requirements prior to designing the processes.

a customIzed solutIon that fIts your busIness /11

We can provide:

• Customizedreportingto

fit with your compliance

requirements

• Theabilitytointerface

with any technology

you use

• Animplementationplan

that suits your business

and delivers continuous

improvement and cost

savings plans.

/12

Quality that is

measured05

by outcomes

Quality is at the core of all our operations.

Whether it is a recall for a medical device or regular maintenance, our clients rely on us

to deliver the best quality talent and services. We do this by establishing clear

deliverables in a collaborative way.

With our clients, we establish a well-defined scope of services with clear levels of

ownership and responsibilities, agreed-upon deliverables (SLA and KPIs) and

cost-saving objectives.

QualIty that Is measured by outcomes /13

Every managed solution is contracted as a multi-year program, which delivers year-over-year process improvements and is measured by:

• Lowercostofownership

to the customer

• Quickerworkoutcome

delivery cycles

• ImprovedHRand

working capital

utilization.

/14

the best talent, when you

need it06

The right people are still critical to the success of any field service program, and we have the recruiting strength and experience to find them.

Our Fortune 500® business has been built on talent-sourcing excellence. We can ‘lift and

shift’ existing talent or we can find additional resources in the places you need them.

We deliver:• Recruitment and retention of top-level engineering and technical field service talent

• Direct training for staff, or facilitation of training through your existing processes

• All related administrative processing from initial contract and onboarding through

to every day issues, such as employee travel expense management and the

administration of contractor benefits

• Project management, talent acquisition and management of talent regionally

or nationally

• Scheduling of the deployment of all engineering field services resources, including

travel coordination.

We will even issue, track and collect equipment, if necessary.

the best talent, when you need It /15

Our solution combines disciplined operational management with core staffing expertise to deliver increased productivity and reduced overall costs for your field service program.

/16

CASE StUdy:

How one global medical device manufacturer managed a major, voluntary recall through outsourcing.

A global medical device manufacturer was a leader in specialty generic injectable

pharmaceuticals.Helpingtheirclientstolowerthecostsassociatedwithadministering

injectable medications and improving patient outcomes remain key drivers of their

business success.

After a considerable period of strong growth and high performance, the client began

experiencing two significant issues:

1. Supply-chain delays regarding specific replacement components for their products

2. Declining pipeline of new engineering talent.

When faced with an FDA recall that affected some 300,000 pain-management pumps at

over 4,000 sites, the client looked to outsourcing to manage the recall and to maintain

the highest quality patient care.

/17

tHE StOry:

Therecallprogramrequiredspecifichardwareandsoftwareupgradesonmedical

devices.Theprogramwastimesensitiveandpotentialreputationalimpactsfor

the client.

We established centralized, traveling teams to provide technical support wherever

the client needed. We provided LPNs and technicians as well as program managers,

project managers and field service engineers to manage remedial and ongoing

maintenance tasks.

At the outset of the program, Kelly was one of three suppliers. At the conclusion, of

phase two of the project, 100% of the work had been awarded to our team due to

consistent out-performance of our competitors.

/18

WHAt WE did:

Thesuccessoftherecallprogramcreatedefficienciesfortheongoingmaintenanceand

installationteams.Theclientnowhasthefollowing:

• one centralized project management group to efficiently manage each task through

a single point of contact

• reduced complexity of logistics for their remedial and ongoing maintenance tasks

• a strong partnership approach with shared accountability for outcomes

• the ability to attract and retain the right skill sets of individuals across

three countries

• Significant cost savings of around one-third per employee

• better reporting leading to cost savings and efficiencies.

/19

tHE BEnEfitS:

eXit

about the authorS

mIke dobbertIn is vice president, centralized operations management (com) with global

responsibility for service delivery of all stem-related projects and engagements in the global

managed solutions group of kellyocg. mike has worked for kelly services for over 26 years and

joined the outsourcing & consulting group in may 2013. mike is based in western, ny and holds

a bachelor of science degree from the state university of new york at fredonia.

Joe lampInen is a director in the engineering services group with kelly services, serving as

a technical workforce strategist and solutionist, working with industrial clients to prepare scope

and plans for engineering engagements. he holds an interdisciplinary bachelor’s degree from

western Illinois university, a graduate certificate in engineering law and management from

the university of Illinois at chicago and is currently completing a master of science degree in

technology at purdue university. mr. lampinen is credentialed as a certified manufacturing engineer (cmfge),

project management professional (pmp) and is a leadership in energy and environmental design accredited

professional (leed ap).

about keLLyoCG

KellyOCG® is the Outsourcing and Consulting Group of workforce solutions provider Kelly Services, Inc. KellyOCG is a

global leader in innovative talent management solutions in the areas of Recruitment Process Outsourcing (RPO), Business

Process Outsourcing (BPO), Contingent Workforce Outsourcing (CWO), including Independent Contractor Solutions,

Human Resources Consulting, Career Transition and Executive Coaching, and Executive Search.

KellyOCG was named in the International Association of Outsourcing Professionals® 2014 Global

Outsourcing 100® list, an annual ranking of the world’s best outsourcing service providers and advisors.

Further information about KellyOCG may be found at kellyocg.com.

For more thought leadership go to talentproject.com