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How Can I Simplify the Administration of All Service Contracts for My Laboratory Instruments and Still Get High-Quality Service?
By Mike Brown
Agilent Lab Resource Management Product Manager
When your lab has equipment from many vendors, a comprehensive approach to service management can overcome the cost and time associated with fragmented service from multiple providers. Agilent Lab Resource Management (LRM) is an innovative approach to lab-wide instrument service that integrates multi-vendor instrument maintenance, repair, and qualification for all instruments and equipment across the lab. LRM represents Agilent's drive to make service delivery more efficient and cost-effective while retaining the quality and prompt response that our customers expect (see Table 1).
Table 1. Agilent Lab Resource Management optimizes service delivery with a tailored service management solution that maximizes productivity and controls overall costs.
Single point of contact for multi-vendor services
When you consolidate service with LRM, your lab becomes more efficient by streamlining the way you plan and request lab-wide services. First, Agilent spends time in your lab to assess your unique needs and create a tailored solution. We analyze your unique laboratory environments to help identify ways to organize instrument services like preventive maintenance (PM), repair, and operational qualification (OQ) to best fit your lab's priorities. Next, LRM simplifies service administration. By reducing the number of contracts that you must manage and by covering all of your equipment with a single LRM contract, Agilent is your single point of contact to request service on any of your lab equipment regardless of technique or vendor.
With Agilent LRM, you can expect the highest quality service and support for all your laboratory instrumentation (see Table 2). Agilent provides multi-vendor service by using a combination of direct-service and managed-service delivery. For many of the leading liquid chromatography systems, Agilent has developed maintenance protocols and checklists, as well training programs for our service engineers. For those systems that we do not service directly, we manage contracts with local service organizations or the original equipment manufacturer. The result is that you deal with only one service process—one way to report failures, one way to schedule service or to make inquiries. All this translates to efficiency and productivity for your laboratory.
Table 2. Our open-system approach services all laboratory instruments and equipment.
Onsite resources maximize lab productivity
We understand that keeping all of your instruments operational is important to your lab's productivity. For many LRM engagements, Agilent aggressively reduces instrument downtime by putting engineers and parts onsite. These engineers can respond promptly and are familiar with your laboratory, thus freeing your analysts from having to troubleshoot failures, escort and orient service engineers, and re-qualify failed modules. For one LRM customer, the time spent per failure dropped from 8.5 analyst-hours to only 75 minutes.
Harmonized lab-wide compliance services
When you include Agilent Enterprise Edition compliance services with your Lab Resource Management solution, you benefit from standardized instrument qualification procedures and consistent reports that reduce regulatory risk. Agilent has always provided the most trusted vendor qualification protocols for your Agilent instruments; now we offer the same level of instrument compliance for all instruments across your lab.
Asset management to optimize lab-wide services
While optimizing service levels based on asset history, utilization, and criticality is not a novel concept, lab and facilities managers struggle to manage their laboratory assets to fully unlock the potential value of instruments. The Asset Management and Reporting capabilities of the Agilent LRM solution alleviate this burden. Agilent LRM provides you with valuable information on asset reliability. We help you identify those instruments that require the least service and those that are no longer cost-effective to operate. In addition to metrics about your instruments, we provide detailed reports about our service performance. And we continuously optimize our service processes, for your benefit.
Streamline!
Find out how your lab can increase efficiency and reduce overall service costs with a tailored Agilent Lab Resource Management solution.
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