Responsible Provision of Products and Services
Enhancing Customer Satisfaction
Conducting Customer Satisfaction Surveys in Japan and Overseas
Sysmex takes advantage of its opportunities to contact customers in areas around the world and conduct customer satisfaction surveys. The opinions and requests are communicated to each division and used for product improvement and other efforts.
Customer Satisfaction Surveys Conducted in Fiscal 2016 (Japan)
|Target||People attending customer training|
|Number of responses||294 people|
|Level of satisfaction with customer training||98.3%|
|Target||Visitors to Sysmex’s booth with the JAMT Congress|
|Number of responses||1,204 people|
|Level of satisfaction||98.3%
(Up 1.1 percentage point from fiscal 2015)
Overseas Example (Americas): Improving Customer Satisfaction by Launching an Educational Support Site
Educational support site for healthcare professionals: Clinical Education for Clinicians
Sysmex America has striven over many years to provide extensive support to its customers. In February 2016, Sysmex launched a new educational support site for healthcare professionals, providing recent clinical information to aid in patient diagnosis and treatment.
Receiving high marks for such initiatives, Sysmex ranked top among manufacturers of hematology analyzers in an IMV ServiceTrak survey (sponsored by IMV) of customer satisfaction for 17 consecutive years.
Overseas Example (China): Striving to Boost Customer Satisfaction
Sysmex Shanghai’s customer support center
2015 China Medical Devices industrial Data & After-sales Service Investigation
In fiscal 2016, Sysmex Shanghai conducted customer satisfaction surveys across China. More than 2,000 people took part, awarding the company high marks in multiple categories, including after-sales service quality and response speed. Through the survey, we learned that customers had high expectations for Sysmex’s periodic maintenance and scientific support. Learning from these survey results, we will engage in efforts to enhance customer satisfaction further.
In March 2016, we ranked second in the 2015 China Medical Devices industrial Data & After-sales Service Investigation*, conducted by third-party institutions.
* The investigation was conducted by six organizations, the Magazine of the China Medical Devices, the Medical Engineering Society of Chinese Medical Association, the Clinical Engineers Society of Chinese Medical Doctor Association, the Clinical Medicine Engineering branch of Chinese Society of Biomedical Engineering, the Health Newspaper and the People’s Medical Publishing House.
Responding to Inquiries Rapidly and Responsibly
In Japan, Sysmex maintains a Customer Support Center, where experienced staff members with expert knowledge cater to customers 24 hours a day, 365 days a year (separate agreement required). By creating a database containing maintenance histories and the details of past inquiries from customers to ensure quick reference, the center responds to inquiries and requests both quickly and carefully.
Requests and other comments received through the support center and other means is gathered by the Voice of Customer (VOC) Group. After analyzing this information from various angles, it is provided as feedback to related divisions so it can be utilized in new product development and operational improvements. In fiscal 2016, we gathered some 16,000 customer comments in the Japanese market. We have received a positive response to the VOC mark we use in our product catalog to indicate instruments with new functions and instruments that we have added as a result of customer input.
Inquiries to Customer Support Center
Responding to inquiries at the Customer Support Center
Utilizing Networks to Provide Customer Support
Customer Support Center
At hospitals and other healthcare institutions, instrument and reagent precision is controlled to maintain consistent testing data reliability. In most cases, the condition of instruments and reagents is checked by comparing the measurement results of materials known as “control substances” with reference values and results on a daily basis. Sysmex supports customers’ quality control by providing control substances in various fields. Customer instruments are connected to the Customer Support Center via our online Sysmex Network Communication Systems (SNCS). Measured values of control substances sent via the SNCS from customer instruments are received by the Customer Support Center, which tallies and compares these values with its other data results on the same instruments, detects signs of abnormalities and returns the analysis results to the customer. SNCS employs a remote service that enables communication with customers. With this system, we can share data processing screens and use Web cameras to confirm the status of instruments.
This service also helps to prevent trouble by using information from the sensors placed on various instruments, such as the number of operations, maintenance periods, and log and temperature information.
Disseminating Information That Is Useful for Customers
“Support Information” site
As part of our customer support activities, we disseminate information on the “Support Information” section of our website.
In addition to scientific and technical information that is helpful when using our products, we provide videos* covering routine maintenance and methods for addressing error messages.
Up-to-date information is sent out using an e-mail magazine distribution service. We also offer a “personal page” function for managing content and viewing histories. In these ways, we are consistently enhancing functionality to facilitate customer use.
* Certain videos can only be viewed by members that subscribe to the Sysmex Network Communication Systems (SNCS).
Holding a Global Meeting on After-Sales Support
In October 2016, we held a Global Meeting on After-Sales Support to share after-sales support issues and perspectives on a global basis.
The meeting was attended by 37 people responsible for practical operations in nine regions, including regional headquarters overseas. The meeting was divided into a scientific and a technology session, which served as venues for specialized and lively discussion. At the scientific session, we shared information on recent scientific trends in various regions and engaged in multifaceted consideration of the clinical value of Sysmex products from a scientific perspective, discussing how best to appeal to customers. In the technology session, we focused on the launch timing for new products and took a workshop-type discussion approach on requested themes as service training and training materials. Going forward, we will continue to enhance groupwide after-sales support quality through close communications beyond regional boundaries.
Utilizing ISO to Increase the Quality of Clinical Testing
Recently, the field of clinical testing has met with strong demand for improvement in the quality of test results, and awareness of international standards is increasing around the world. One such standard is ISO 15189 (Medical laboratories—Requirements for quality and competence). The number of clinical laboratories that have obtained this certification is increasing, with the certification having become obligatory in some countries.
Sysmex has received certification under the ISO/IEC 17025 international standard for clinical testing calibration institutions and the ISO 15195 standard, verifying that Sysmex meets the international standards for the quality of the calibration service it provides on its automated hematology analyzers. We are the first company in Japan to receive the accreditation in the field.
A calibration certificate that Sysmex issues is accepted as a globally recognized document that ISO 15189 requires to ensure traceability and traceable calibration. As of December 31, 2016, Sysmex had issued such certificates on more than 1,750 instruments.
Furthermore, SNCS/eQAPi*1, an external quality assessment service Sysmex provides, is the first in Japan in any industry to receive certification under ISO/IEC 17043*2 (Conformity assessment—General requirements for proficiency testing).
*1 A large-scale real-time external quality assessment program. This service involves analyzing the results of measurement data in real time, which contributes to improving the accuracy of everyday testing.
*2 International standard on conformity assessment—general requirements for proficiency testing.
|ISO/IEC 17025: International standard on general requirements for the competence of testing and calibration laboratories||ISO/IEC 15195: International standard on laboratory medicine – requirements for reference measurement laboratories||ISO/IEC 17043: International standard for conformity assessment – proficiency testing|
|Name of Entity||Reference Measurement Laboratory, Sysmex Corporation||Reference Measurement Laboratory, Sysmex Corporation||Quality Control Services Center, Sysmex Corporation|
|Certification date||February 14, 2014||March 17, 2015||February 12, 2014|
|Scope of certification||M19 Mass concentration (red blood cell count, white blood cell count, platelet count, hematocrit value, hemoglobin concentration)||M51 Clinical testing (general testing, hematology, clinical chemistry , immunology, other testing)||M51 Clinical testing (general testing, hematology, clinical chemistry , immunology, other testing)|
|Remarks||First accreditation in Japan in the area of blood cell count||First accreditation in Japan in the area of blood cell count||First accreditation in Japan in all industries|
Overseas Example (EMEA* ): Providing Training for Distributors and Employees
Training at the Sysmex Academy
Conducting highly precise testing requires an appropriate level of technological and scientific knowledge. To foster this expertise, Sysmex Europe, the regional headquarters for EMEA, has established the Sysmex Academy to provide training for key distributors and employees alike. The company has also set up training centers in various EMEA regions, providing an education system that offers instruction supervised by the Sysmex Academy.
* EMEA: Europe, the Middle East and Africa
Sysmex holds seminars targeting healthcare professionals in Japan and other Asian countries to provide them with most up-to-date medical information. We also work with various countries’ ministries of health, other national institutions and major academic societies on scientific activities aimed at helping to increase the level of healthcare.
Holding Scientific Seminars for Clinical Professionals
39th Sysmex Scientific Seminar (Japan)
Sysmex keeps clinical professionals updated on scientific information by sponsoring seminars and study sessions for doctors and medical technologists.
In June 2016, we held a scientific seminar targeting healthcare professionals (such as doctors and medical technologists) in Japan and other parts of Asia that was attended by approximately 1,000 people. Themed “Searching for the Roots of Disease—Preclinical Stage,” the seminar covered clinical basics to applications, providing the most recent information useful in clinical settings.
In October 2016, we held a Sysmex Scientific Seminar in Yangon, Myanmar. Some 170 clinicians and other people attended the seminar, which provided the most recent information pertaining to urinalysis and hemostasis. In addition, in November 2016 we held the 19th Sysmex Scientific Seminar in China, in Shanghai. Around 1,500 people from across China attended the seminar, where physicians active at the forefront provided information about recent trends in clinical testing.
Scientific Seminars for Healthcare Professionals
|June 2016||Japan and other parts of Asia||Searching for the Roots of Disease—Preclinical Stage||Approximately 1,000 people|
|October 2016||Myanmar (Yangon)||The most recent information pertaining to urinalysis and hemostasis||Approximately 170 people|
|November 2016||China (Shanghai)||Recent trends in clinical testing||Approximately 1,500 people|
Overseas Case Study (Asia Pacific): Conducting Support Activities to Raise the Quality of Clinical Testing
Sysmex is working with governments and academic societies in Asia’s emerging markets and developing countries to support the standardization of through external quality control program. In fiscal 2016, we provided external quality control in Mongolia, Thailand, the Philippines and Cambodia. We also signed an agreement related to scientific support in Myanmar. Through these efforts, we are working to raise the quality of clinical testing in various countries.
Overseas Case Study (China): Cooperating on Authorship of a Specialized Text for the Chinese Laboratory Medicine
Encyclopedia of Clinical Examination Equipment
In June 2016, a specialized Chinese-language text entitled “Encyclopedia of Clinical Examination Equipment” was published. Sysmex’s Regulatory Affairs Division cooperated on the writing of the first chapter, “Standardization and Regulations.” More than 700 specialists were involved in creating the text, which was produced during a three-year period. The text earned high marks from academic societies for being both practical and forward-looking in its multifaceted coverage of such themes as basic theory, testing technologies, clinical applications, quality control, recent progress and standard guidelines.