🟩 Module 7: After-Sales and Support Services

• Importance of training users post-purchase.

• Offering preventive maintenance and spare parts.

• Repair turnaround time, loaner units, and user education.

• Service contract benefits for hospitals.

Here is the full content for:

🟩 Module 7: After-Sales and Support Services

📘 For Flexible and Rigid Endoscope Systems

📘 Reading Materials

📌 1. Importance of Post-Purchase User Training

Even the most advanced endoscope systems require proper handling and cleaning. Many support calls and warranty claims arise from improper use. Therefore, post-purchase training ensures:

• End users understand button functions, angulation limits, and cleaning protocols.

• Nursing staff learn correct sterilization and drying methods to prevent scope damage or infection risk.

• Biomedical teams are trained to perform daily checks and troubleshooting steps.

🏥 A one-time training session at installation is not enough. Offer periodic refreshers or on-demand video training modules.

🧰 2. Preventive Maintenance & Spare Parts Supply

Proper after-sales support includes a preventive maintenance plan (PMP) to reduce unexpected breakdowns. This includes:

• Scheduled visual inspections and functional tests

• Minor part replacements (e.g., o-rings, rubber seals, valves)

• Firmware updates (for video processors)

🔩 Spare parts inventory should include:

• Light guide cables

• Suction valves

• Biopsy channel brushes

• Universal caps and connectors

📌 Tip: Provide a 3-year spare part forecast list with your quotation to help hospital budgeting.

🔁 3. Repair TAT, Loaner Units, and Downtime Management

Repair Turnaround Time (TAT) is critical to hospitals. Communicate clearly:

• Standard TAT (e.g., 7–10 working days)

• Service location (in-country or overseas)

• Available loaner scopes or video processors during repair

✔ Having backup loaner units ensures hospitals don't halt procedures. This builds trust.

📑 4. Benefits of Service Contracts (AMC/CMC)

Hospitals prefer long-term service contracts (Annual Maintenance Contract – AMC, or Comprehensive Maintenance Contract – CMC) for:

• Predictable cost planning

• Priority service response

• Discounted repair parts

• Audit-ready documentation

📃 Good practice: Share a sample service contract and explain optional add-ons like extended warranty, performance tracking, and remote support access.

🎞️ Suggested YouTube Videos

1. Flexible Endoscope Maintenance 101

2. Best Practices for Reprocessing Endoscopes

3. Why Service Contracts Matter in Medical Equipment

🖼️ Visual Assets to Include

• Diagram: Basic Preventive Maintenance Flow

• Checklist: Daily/Weekly Cleaning

• Table: Spare Parts & Lifecycle Estimate

• Sample AMC contract screenshot

❓FAQ × 5 (Dual Language – One-Liner Format)

1. Why is post-installation training essential? – Installation ပြီးပြီးချင်း Training ကဘာကြောင့်လိုအပ်တာလဲ?
   → Prevents misuse and extends product life – မသုံးမှန်ခြင်းကိုတားပြီး အသုံးခံစေပါတယ်။

2. How often should maintenance be scheduled? – Maintenance ကို ဘယ်နှစ်ကြိမ်လုပ်သင့်လဲ?
   → At least semi-annually – အနည်းဆုံး ခြစ်နှစ်တစ်ကြိမ်။

3. Can we get replacement units during repair? – ပြုပြင်စဉ်မှာ အစားထိုးတပ်ဆင်မှု ရနိုင်လား?
   → Yes, via loaner program – အစားထိုးယူနစ် (Loaner Unit) မှတစ်ဆင့်ရနိုင်ပါတယ်။

4. What is the advantage of AMC/CMC? – AMC/CMC တာဝန်ယူခြင်းရဲ့ အကျိုးကျေးဇူးကဘာလဲ?
   → Predictable cost and faster support – ကုန်ကျစရိတ်မြှာနည်းပြီး ဝန်ဆောင်မှု မြန်ပါတယ်။

5. Which spare parts need frequent replacement? – မကြာခဏ အစားထိုးဖို့လိုတဲ့အပိုပစ္စည်းတွေဘာတွေလဲ?
   → Valves, cables, caps – Valve, Cable, Cap စသည်တို့။

Let me know if you'd like:

• A training PPT on this module

• Certificate of completion template for trained staff

• Sample AMC agreement draft

Or should we move to Module 8: Sales Pitch & Roleplay Scenarios for your sales team?