MERAudited Service Quality Program
MERA's achievement of ISO 9001:2008 Certification is independent, objective confirmation that our guiding directive ---
"If you don't have quality, you don't have service"
is more than merely a claim. It is documented proof that MERA's Quality Management System meets the toughest quality standards in the world, as well as the quality expected by our outstanding manufacturer clients.
MERA is the only national, independent service organization, specializing in outsourced service to medical and laboratory equipment manufacturers, to have attained the prestigious ISO 9001:2008 Certification.
Following are some examples of how we manage quality.
The MERA Quality Management System
The basic reason for having a quality system is to correct and prevent errors
in service delivery. The major components of the system are:
To identify errors that may occur and the factors that caused them
To determine and implement the actions needed to correct the errors
To review the corrective actions taken and verify their effectiveness
To evaluate what actions are needed to prevent recurrence of errors
To get more specific, here are some examples of procedures in our system that directly control the quality of the service MERA provides clients and their customers. They are presented as: a problem that can reduce service quality; a method or procedure that protects quality; the benefit(s) to our clients.
Service Dispatch Problem: As we represent over 100 manufacturers, it is critical that we know which technicians are trained on which products, so we send the right person with the right training to the right site.
Quality Procedures: A comprehensive database of service personnel and their product training is merged with a complementary database of the unique service requirements of each manufacturer to customize each service call.
BENEFIT TO MERA CLIENTS: Trained technicians always perform service in the way clients want it done, thereby enhancing our client’s image.
Service Report Problem: Every service incident generates scores of pieces of data that must be confirmed, recorded, and reported to clients. The number of service calls times the number of clients produces data in sufficient quantities to make anyone nervous about the accuracy of the final report and related charges.
Quality Procedures: Four levels of comprehensive reviews, i.e.:
Level One ensures that MERAffiliates have supplied all necessary information about the service event.
Level Two examines for repeat service for the same problem, which would create an unwarranted charge to our client.
Level Three ensures that invoicing is accurate, and the reasons for charges are clear and specific.
Level Four confirms that all the details in Levels 1, 2, and 3 have been accurately conveyed. Any errors, and reasons for them, are promptly reviewed by senior management.
BENEFIT TO MERA CLIENTS: Reports and invoices that are timely, detailed, accurate, and verifiable.
These are only a few of many quality methods and procedures that will continue to keep MERA in the forefront of equipment service innovation.
Quality Must Be a Passion – It Is at MERA
In a world where someone is always ready to sell a lower quality product for less, we like the quote by Leon Cautillo –
“The bitterness of poor quality remains long after low pricing is forgotten.”
Your product is equipment, you build quality into it, and you can validate how you achieve it. Our product is service, we’ve always built quality into it, and now we can validate how we achieve it. That sounds like a potential partnership with real synergism!
MERA has innovative solutions to your problems with service quality.Click here to contact us. No cost, no obligation, just SOLUTIONS.
