NEOD CODING Case Study

THE PROBLEM NOW

• The sales are decreasing (from 4.5 to 3 per client on average)• More and more clients are unsatisfied • The diagnosis at distance do not developed as fast as hoped• The number of technicians per machine may become not sufficient

• Problem about the “fixing” time with the remote assistance for modular machines : it takes from 24 to 48h just to get the module to be replaced.24h is always very unsatisfying as the level 3 of dissatisfaction is reached after 12h

DIAGNOSIS

Large companies are quite satisfied by the modular machine : • Competence to repair• No huge impact in case of breakdown• Cheaper than the traditional machine

SME are twice penalized by the modular machine : • No competence to repair • Breakdown duration is crucial : Total stop of the production in case of

breakdown

Very high dissatisfaction