In Vitro Diagnostic Industry in China - Clinical Chemistry XXI

4.6 Improving the Comprehensive Service Capabilities

The reform of the distribution enterprises is imperative in the industrial chain, and the enterprises gradually begin to extend to service-oriented ones. Enterprises should improve their comprehensive service capabilities in terms of instrument automation, scientific research cooperation, quality control, logistics and distribution, daily services, etc.

The biochemical instruments require post-service installation and commissioning and subsequent continuous maintenance. The reagents have limitations on the validity period, and have high requirements for the cold chain transportation and inventory management; in addition, the hospital’s warehouse area is limited and cannot meet sufficient inventory, so the requirement for the turnover efficiency of reagents is very high. Therefore, if the corresponding value-added services can be provided for the sold reagents and instruments, it will be able to obtain recognition from hospitals to a greater extent, thereby increasing the customer viscosity.

The application of the informatization tools can help medical institutions at all levels and the medical laboratory comprehensive service providers to simplify management processes and reduce comprehensive management costs, which is conducive to reducing the operating cost rate of laboratory service providers and other enterprises, and improving the operational efficiency of enterprises in the industry. The development and upgrade of the information service system can meet the customer informatization management requirements, accelerate the information transmission speed and information exchange efficiency between the company and the distributor, between the company and the customer, and between the company and the supplier, thereby providing services to the end hospital customers more efficiently. Through the construction of a high-quality, high-level, and highly intelligent information technology platform, the hospital’s clinical laboratory management will be skilled, simplified, standardized, and refined, to help the hospitals to reduce the cost and increase the efficiency, and improve the hospital’s service quality and patient satisfaction.

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