Writing a Service Plan for a new model of Imaging Camera

[Budda Belly]

I've been tasked with writing a Service Plan for a new model of imaging camera that my company is developing. The problem is that one was never written for the original product so I have no guideline to follow. No one seems to know what goes into one either. We've recently gained our 13485 ceritfication. Being new to the company and 13485 certification I don't even know where to start. What, if any, requirements/standards do I need to follow/address in writing a Service Plan? Are there any examples I can use for guidance? As you can see, I'm quite ready to surrender. :truce:

 

[John Broomfield]

Re: Writing a Service Plan

Budda Belly,

This is the responsibility of the design team.

Not only do they design the camera. They also design its packaging, user manual (training manual) and its maintenance, repair (and recycling/disposal) plan.

By service plan are you referring to the "maintenance and repair plan"?

Do your design procedures require this work and output of the design team?

...or are you on the design team?

Here are some possible headings to get you started:

1. Caring for your camera
2. User adjustments
3. Maintainence routines
4. Replaceable parts
5. Who to notify of any problems
6. When to report any problems
7. When to return the camera to the factory
8. How to recycle and replace your camera

John

 

[Budda Belly]

Re: Writing a Service Plan

I am a Field Service Engineer. I'm responsible for installing and maintaining our camera at the customer's site and via a remote connection.

There are only 38 employees ( including sales reps ) in the company so everybody wears several hats here at the main office. I'm the service/tech support representative on the steering committee for the development.

I believe that it's the repair and maintainence of the equipment, the training of the Field Service Engineers, PM frequency, etc.

 

[John Broomfield]

Re: Writing a Service Plan

I am a Field Service Engineer. I'm responsible for installing and maintaining our camera at the customer's site and via a remote connection.

There are only 38 employees ( including sales reps ) in the company so everybody wears several hats here at the main office. I'm the service/tech support representative on the steering committee for the development.

I believe that it's the repair and maintainence of the equipment, the training of the Field Service Engineers, PM frequency, etc.

Budda Belly,

I agree with you and as you can see from my suggested headings the service plan is a way of establishing/improving vital early warning communications between your customers and yourselves as well.

John

 

[yodon]

Re: Writing a Service Plan

A few more things to consider:

When you service a device, you need a plan to show that the device remains safe and effective. So be planning on how you will verify this.

If you receive product in house to do the servicing, you need to have procedures to identify and segregate from 'good' product.

If for the US market, there may be some DHF implications.