A Statistical Analysis of Field Service Professionals’ Productivity in Medical Devices Servicing Industry

The Medical Devices Industry's growth largely relies on wellness component of device manufacturer and service provider responses to service requirements of the market. Service is a thankless profession and more so in Medical Devices Industry, wherein need for service professionals to resolve the issues encountered by users are much more demanding. The reason being, these devices are used to conduct diagnosis on human beings for deciding on their futuristic course of treating an ailment by the radiologists and malfunctioning of these devices needs an immediate attention for which the service professionals must be ready to travel any-time and any-day. It is to be noted that organization invests money on recruitment and placement of Service Engineers for offering time-centric technical services to the end users. Most of the organizations follow lean structure through which service professionals are permitted to operate from their respective home towns. In return organization expects the service professional's hard core productivity on the field that would create a pool of highly satisfied customers, as brand ambassadors for the medical services industry. The productivity of service professional is the most difficult part to measure and act as the service professionals are not expected to earn revenue. Hence, measure of their performance is mainly based on quality time spend on services by them on the field in attending the faulty Medical Equipments at user ends. M/s Cura Health care is an organization offering Products and Services in the Health Care industry for more than a decade, which has envisaged the need for improving the productivity of them to be the doyens in the Medical Devices Industry. Keeping in view the future demands of industry, Cura has exclusively employed service professionals constituting more than 50 percent of its total workforces. The present research will focus on studying the existing system of estimating service professional's utilization and understanding the usage of simple statistical methods for base lining the current productivity levels. Moreover, the research will also recommend an appropriate statistical approach for productivity measures and means of applying the statistical inferences for multiple decision making process, which may not only be useful for improving the service professionals. productivity but also to set the basis for motivating and appraising high performance workforces within an industry.