Smart PM Implementation Plan – Yangon Region

(2-Tier Preventive Maintenance System for Medical Equipment)

1. Aim & Objectives

🎯 Primary Goals

• ✅ Proactive Maintenance: Prevent breakdowns via daily zone-wise inspections—not just reactive repair.

• ✅ Data-Driven Service: Build a complete customer equipment database in Odoo CRM (KYC, machine health, service trends).

• ✅ Workforce Efficiency:

  • SP1 (Junior SEs) handle 90% of routine PM (like GPs in healthcare).

  • SP2 (Senior SEs) focus on escalated/complex jobs (like Surgeon Specialists Doctors).

• ✅ Customer Trust & Retention:

  • Regular visits → Faster issue resolution → Better contract renewals and upselling opportunities.

2. Team Structure: 2-Tier System

🔹 SP1 Team – "District-Based Junior SEs (Medical GPs)"

• Deployment: Based in 4 Districts of Yangon (North, East, South, West).
  Each district covers ~4 major townships.

• Function: Conduct 90% of routine PM jobs.
  Tasks that do not require parts replacement.

• Examples of Tasks:

  • Cleaning and disinfection

  • Basic calibration

  • Checking warning/error codes

  • Visual inspections, tightening screws

  • Photo logs, data entry in Odoo

🔸 SP2 Team – "Central HQ-Based Senior SEs (Specialists)"

• Deployment: Based centrally at HQ

• Function: Handle complex, escalated jobs and provide supervision.

• Responsibilities:

  • Replacements involving spare parts

  • Software bugs and deep troubleshooting

  • Performance evaluation of SP1 team

  • Trend analysis of issues

  • Design and delivery of on-the-job training for SP1

  • Feedback-based improvement in SOPs

3. Work Schedule – Daily, Weekly, Monthly

📅 SP1 – Junior SEs (GPs)

Daily:

• 📍 Zone-Based Route: Visit 4–10 clients per day

• 🧰 Tasks:

  • Perform PM checklist

  • Take photos of equipment (nameplate, issues)

  • Fill Odoo CRM with:

    • Complaint details

    • Machine info (brand, model, install date)

    • Flagging escalation needs to SP2

• 📲 Geo-tag visits via Odoo mobile

Weekly:

• 🔁 Review with Supervisor:

  • Identify frequent issue zones

  • Share customer feedback

• 📊 Report: % of equipment marked as “green” (healthy)

Monthly:

• 📈 Spot Trends:

  • Identify recurring issues

  • Propose training needs to SP2

  • Flag upsell potential (non-contract customers)

📅 SP2 – Senior SEs (Specialists)

Daily:

• 🆘 Escalation Handling:

  • Fix jobs escalated by SP1

  • Perform complex diagnosis or part replacements

  • Log detailed root cause reports in Odoo

Weekly:

• 👨‍🏫 Train SP1:

  • Short targeted sessions on recurring issues

• 🚨 Escalation Alerts:

  • Flag repeated high-severity cases for OEMs/Engineering

Monthly:

• 🔄 Strategic Review:

  • Reduce SP1’s escalation rate via coaching

  • Recommend system upgrades to customers

  • Analyze individual technician KPIs and reward high performers

4. FAQ (by Role)

📘 SP1 Technicians:

Q: What if a customer refuses inspection?

→ Politely explain PM benefits → Log refusal in Odoo → Supervisor follows up.

Q: How should I prioritize my visits?

→ Priority: Contract customers → High-value equipment → Non-contract prospects.

📕 SP2 Technicians:

Q: When to escalate to OEM/vendor?

→ If issue requires special tools or warranty, document in Odoo before escalating.

Q: How to deal with angry clients?

→ Listen calmly → Share action plan → Update CRM → Involve Supervisor.

📗 Supervisors:

Q: How do we measure success?

→ KPIs:

• SP1: % equipment inspected per week

• SP2: Avg. resolution time

• Both: Customer satisfaction survey ratings

• Global: % reduction in emergency breakdowns

5. Odoo 18 Enterprise Configuration (Tech Setup)

✅ Equipment PM Scheduling:

• Use Maintenance App → Create Equipment Records

• Set frequency: Monthly/Quarterly/Custom

• Auto-generate work orders via Scheduled Actions

⚠ Overdue Maintenance Alerts:

• Scheduled Action: Daily check for missed PM

• Trigger internal notifications or emails

📮 Customer Feedback:

• Auto-send feedback forms (via Survey App or Website Form) when job is marked “Done”

• Store rating/comments linked to technician

🏆 Gamification Module:

• Monthly Challenge: "5-Star Tech", "PM Hero"

• KPI: Number of 5-star feedbacks, timely completion

• Rewards: Badges, recognition, vouchers

6. Tools & Enhancements

• Barcode & QR Scanning for fast equipment lookup

• Geo-tagging via Odoo mobile app

• Link Odoo CRM ↔ Maintenance ↔ Helpdesk for a full view

• Optional IoT integration for live equipment status

Summary – Why This Model Works

✅ Prevention > Repair

✅ Structured Growth Path for SEs

✅ Customer Confidence & Upselling

✅ Odoo-Powered Transparency & Control

📘 eLearning Module: Smart PM System – SP1 & SP2 Teams

🎓 PART 1 – FAQs (Frequently Asked Questions)

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Smart PM Implementation Plan (Yangon Region)

*(For 2-Tier Preventive Maintenance System)*

1. Aim & Objectives

Primary Goal:

✔ Proactive Maintenance: Prevent equipment breakdowns through daily zone-wise inspections (not just reactive repairs)

✔ Data-Driven Service: Build complete customer equipment database in Odoo CRM for analysis (KYC, machine health, market trends)

✔ Efficiency: Junior SEs handle 80% routine checks; Senior SEs focus only on complex cases (like medical GP vs specialist model)

✔ Customer Trust: Regular visits → Faster complaint resolution → Higher contract renewals

2. Daily/Weekly/Monthly Direction

Team 1 (Junior SEs - "Medical GPs")

Daily:

• ✅ Route Planning: Cover 4-10 customers/day in assigned district (East/North/South/West)
• ✅ Basic PM Tasks:
• • Lubrication, cleaning, calibration
  • Check error logs/performance data
  • Take photos of machine nameplate, issues
• ✅ Odoo CRM Updates:
• • Log customer complaints/requests
  • Update equipment list (brand, model, purchase date)
  • Flag urgent issues for Team 2

Weekly:

• 🔄 Review with Supervisor:
• • Zones with frequent issues → Prioritize next week
  • Customer feedback summary
• 📊 Report: % of machines with "green" (healthy) status

Monthly:

• 📈 Trend Analysis:
• • Top 3 recurring problems → Suggest training for Team 1
  • Identify upsell opportunities (e.g., contracts for non-contract customers)

Team 2 (Senior SEs - "Specialist Doctors")

Daily:

• ⚠ Priority Jobs: Resolve escalated cases from Team 1
• 🛠 Complex Repairs: Software bugs, mechanical failures
• 📋 Root Cause Reports: Document solutions in Odoo for knowledge base

Weekly:

• 🔧 Training: Coach Team 1 on common fixes
• 🚨 Alert: Recurring high-severity issues → Flag for engineering team

Monthly:

• 🔄 Process Review:
• • Reduce escalations by improving Team 1’s skills
  • Recommend equipment upgrades to customers

3. FAQs

For Team 1:

Q: What if a customer refuses inspection?

A: Politely explain PM benefits → Log refusal in Odoo → Supervisor follows up

Q: How to prioritize daily visits?

A: Sequence: Contract customers > High-value machines > Non-contract (potential leads)

For Team 2:

Q: When to escalate to OEM/vendor?

A: If issue requires specialized tools/warranty approval → Document in Odoo first

Q: How to handle angry customers?

A: Apologize → Share action plan → Update in CRM → Supervisor loops in

For Supervisors:

Q: How to measure success?

A: Metrics:

• Team 1: % machines inspected/week
• Team 2: Avg. resolution time
• Both: Customer satisfaction surveys

Key Odoo Fields to Populate:

• Machine details (serial no., last service)
• Customer contact (photo, mobile, email)
• Complaint/request history
• PM checklists (with photos)

Pro Tip: Use Odoo’s geo-tagging to optimize daily routes!

This plan ensures:

🔹 Prevention > Repair

🔹 Data → Better Decisions

🔹 Junior SEs Grow Skills

🔹 Customers Feel Cared For

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In Odoo 18 Enterprise, setting up a Preventive Maintenance System for medical equipment can be done using the Maintenance app, enhanced with custom fields, Automated Actions, and Gamification via the eLearning or Gamification modules. Here’s how to structure it:

1. Schedule Preventive Maintenance

Step-by-Step:

1. Install the Maintenance App:
2. • Go to Apps > Install “Maintenance”.
3. Configure Equipment:
4. • Go to Maintenance > Equipment.
   • Create a record for each medical device (e.g., “MRI Scanner #1”).
   • Set:
   • • Category (e.g., Radiology, ICU)
     • Used By: Customer or internal
     • Location
     • Next Preventive Maintenance: Set a date
     • Maintenance Frequency: Days/weeks/months

1. Create Preventive Maintenance Requests Automatically:
2. • Use Maintenance Calendar to plan.
   • Odoo can auto-generate requests using Scheduled Actions (see Automation below).

2. Overdue Alerts

Method A: Use Scheduled Actions + Email Templates

1. Go to Settings > Technical > Scheduled Actions (enable developer mode).
2. Create a new action:
3. • Name: Check Overdue Maintenance
   • Model: Maintenance Request
   • Code:

overdue_requests = env['maintenance.request'].search([

    ('maintenance_type', '=', 'preventive'),

    ('date_planned', '<', fields.Date.today()),

    ('stage_id.name', '!=', 'Done')

])

for req in overdue_requests:

    # Send a reminder email

    req.message_post(body="Maintenance overdue!", message_type='notification')

1. 1. Frequency: Daily
2. Optional: Trigger an email alert using Email Templates tied to the maintenance.request model.

3. Customer Feedback with Gamification

To collect feedback and use gamification, do the following:

Step 1: Use a Custom Survey or Form

1. Install the Survey App (or create a custom form in Website/Form).
2. Design a Customer Maintenance Feedback Form:
3. • Rate service (1–5)
   • Comment box
   • Technician name (optional)
4.  
5. Send a survey link after maintenance:
6. • Add a Feedback Link field in Maintenance Request
   • Auto-email link after the stage is set to “Done” using Automated Actions

Step 2: Gamification for Internal Staff (Technicians)

1. Install the Gamification module.
2. Go to Gamification > Challenges.
3. Create a Challenge:
4. • Goal: Number of positive feedbacks
   • Frequency: Monthly
   • KPI: Use custom KPIs like “Feedback rating >= 4”
   • Assign to: Maintenance Technicians group
5. Badges:
6. • Create badges: “5-Star Tech”, “Reliable Maintainer”, etc.
   • Automatically award based on feedback score or number of tasks completed on time.

Optional Enhancements:

• Use IoT Box Integration for tracking devices (if applicable).
• Use Barcode Scanning for equipment identification.
• Integrate with Helpdesk to link service issues to maintenance history.

Would you like a custom Odoo 18 Studio layout or example Automated Action code snippets for any part of this?