Your hear in your hands: maintaining maintenance and servicing services at Medisol

The following report describes the issues that Medisol B.V. is currently facing regarding their maintenance practices. It shows to which extent may the company increase the total turnover received from the maintenance contracts, while at the same time, reducing the amount of time and money that they are currently investing in the maintenance department. Four information gaps have been identified at the beginning of the research:➢ To what extent are consumers looking for a maintenance service;➢ To what extent is a monitoring device matching Medisol’s products profile;➢ To what extent is the company willing to change their maintenance system;➢ The extent to which Medisol is willing to take risks and invest larger sums of money for the long-term improvement of the maintenance department.In order to provide an answer to the above mentioned questions, both literature and field research have been performed. The field research took the form of structured interviews with six people from Medisol, more specifically the members of the maintenance decision-making unit, and eight people from outside the company, more specifically, its customers. The number of the interviews were based on the number of countries where maintenance contracts are being profitable, thus ensuring reliable results. Of course, those results have their limitations, as countries with less favorable figures and people within the company that are not relevant in the decision process were not take into account.The results demonstrated that AED’s purchasers are not entirely aware of the importance that maintenance has for such a major device. Additionally, when they seem to be understanding the value brought by a maintenance contract, the pricing issue is being encountered. There are definitely aspects, such as sharing best practices and insecurities that come along with a fast growing, successful company and sharing success, which can be improved within the structure of Medisol. However, Medisol has proven itself to be able to continue expanding and modernize its maintenance systems, but in order to do this, there are four relevant issues that need to be taken care of. Those four elements are taken the form of recommendations which can be found in a more detailed version at the end of this research paper and those are:➢ Change the internal communication within the company;➢ Change the structure of the maintenance department and organize monthly meetings focused on helping the sales consultants with their maintenance tasks;➢ Start looking for a maintenance technician which can be hired and owned by Medisol, thus giving the company the control it demands;➢ Purchase the online monitoring devices and create attractive offers in order to push the product in the market.Depending on the period of time that the company wants to have the return on investment on the decisions made, the recommendations can be implemented in a time frame of 1 to 7 years. As a result of the implementation of the heretofore mentioned suggestions, the company will be able to reduce the maintenance costs in the long-term and increase the number of maintenance contracts.As a professional product, the company will be presented with a management address where I will provide them with a plan to successfully increase the number of maintenance contracts, re-structure the internal communication between the people involved in the maintenance process and optimize costs. The aim is to finish this management address until the 1st of June and presented to the company by the 10th of June.