Minneapolis User Group Meeting

Transcription

1 Minneapolis User Group Meeting September 25, 2012 DSM - Bill Troup FSRs - Linda Fog & Quirin Matthys Agenda What s new in Sysmex Services Our Support Quality Our Service Strategy Investment in Technology Tools for Remote Support Customer Partnerships Our Vision for the Future Technical Tips and Tricks 1

2 Service First Program Provides support with plug and play FSRs Unique in the industry Anticipates and Responds to Customer Growth (New and Existing) Flexible for Temporary and Long-Term Customer needs. Service Training Excellence Training Path for new Field Service Professionals Product specific training Blended learning approach Instructor Lead, Virtual Instructor Lead, elearning, Videos, Job Aids Continuous Education opportunities Field Mentoring 2

3 Field Service Support Technical Consultant Team 24/7/365 second level technical support Laboratory Solutions Team Service Management Local FSR Managed Calibration Two Options: Traditional on-site calibration Remote calibration verification* Evidenced based Fits Customer Schedule Less Invasive, quick & easy * Requires SNCS 6 3

4 Remote Connectivity Features Demonstrate procedures Remote Calibration Benefits Time saved Technical Assistance Center Alerts Faster Problem Resolution Better information for FSR when on site Enhancing the Value of Sysmex Service Field Service Flexibility Move Service from Reacting to an Event to Providing Flexible Solutions Putting Flexibility in the Hands of the Customer 4

5 Sysmex Tips & Tricks Linda Fog & Quirin Matthys Field Service Representatives Bill Troup District Service Manager Session Goal To provide an overview of SNCS features To provide the Sysmex Hematology customer with information and troubleshooting tips for some more common issues with table top instruments. 5

6 Session Objectives At the end of this session the operator will: Have a better understanding of the normal operation of the X series analyzers. Understand some of the causes for common error messages. Be able to troubleshoot and resolve some of the common errors. Be familiar with SNCS functionality SNCS 6

7 Windows Desktop Launch SNCS Status Tool 7

8 SNCS Status Tool Launch SNCS Remote Session 8

9 Remote Session Password Window 9

10 Some Common Problems WBC or NRBC QC shift. RBC/lyse resistance errors. NRBC, DIFF, and RET QC shifts. IMI Slow Descent MCV shift or trend high or low WC 2 not draining errors IMI Background errors and/or excessive false positive PLT Clumps? Flags WBC or NRBC QC shift. Possible Cause: Insufficient reagent/sample delivered to reaction chamber due to partial hydraulic obstruction Possible Solution: Clean SRV and while SRV is disassembled flush tubing from reaction chamber to SRV and verify fluid stream is clean Flush tubing and port above reaction chamber into reaction chamber 10

11 WBC or NRBC QC shift. Reaction Chamber Barb Needs a Diamond Ring WBC or NRBC QC shift. SRV Structure 11

12 NRBC, DIFF, or RET QC shift. Possible Cause: Insufficient draining of reaction chambers thus next sample being diluted out. Possible Solution: Clean partially occluded t-fittings below master valves Dye port clogged. NRBC, DIFF, or RET QC shift. T Fitting location To waste chamber 1 12

13 XE-2100 Example XE-5000 Example 13

14 IMI Count to long/short. Possible Cause: Plugged aperture or insufficient vacuum Possible Solution: Brush aperture as described in Operator s manual or flush vacuum system from bellows unit to pneumatic unit vacuum trap Flushing vacuum system Remove clear plastic cover over the copper colored bellows unit where vacuum adjustments are made without removing the lower white plastic base. Squirt approximately 5 10 ml of DI H2O into hole on top of copper colored bellows unit followed by 5 10 ml of methanol. Re assemble bellows unit and adjust vacuum. Drain pneumatic unit vacuum trap. 14

15 Flushing vacuum system IMI Bkgd errors and/or excessive false positive PLT Clumps? Flags Possible causes: Air bubbles from poor quick connect connection or possible contamination of reagent or analyzer SIM hydraulics Possible solutions: Re seat SIM quick connect connection to eliminate air bubbles or perform SIM reagent extended reagent replenish sequence to replace reagent in reagent chamber with reagent from cubitainer, may need to be done multiple times. If issue persists, the cubitainer may be the problem. If fresh reagent doesn t resolve issue, analyzer SIM hydraulics may need decontaminated. 15

16 SIM Reagent Cubitainer Quick Connect Customer Bulletin on Customer Resource Center SIM Quick Connect O ring importance 16

17 SIM Quick Connect Cleanliness SIM Quick Connect Handling 17

18 IMI Transducer Detail MCV shift or trend high or low Possible Cause: 0.03 Mpa pressure mis adjusted Possible solution: Adjust 0.03 Mpa pressure 0.03 Mpa pressure range is Mpa Increasing the pressure will decrease the MCV Decreasing the pressure will increase the MCV Affect is minimal but may help, approximately fl within that pressure range. 18

19 WC 2 not draining errors: Possible Cause: MV 43 partially occluded. Possible Solution: Through Maintenance program drain waste chambers 3 times. Best done if side panel is open and chamber can be seen Fill chamber with Clorox through open port on top of waste chamber 2. Perform another waste chamber drain sequence to get bleach in and through MV 43. Let soak awhile and perform drain waste sequence again. Waste Chamber 2 Not Draining To bottom of WC-2 To top of MV43 To top of WC-1 19

20 XT Series XT Series Common Problems Waste chamber 1 drain errors. Waste chamber 2 drain errors. Reaction unit over flows/shift low on QC. Reaction unit channel errors. 20

21 XT Series Waste chamber 2 not draining errors. MV18 clogged. Flush tube from WC2 to MV18. Manual waste drain. XT Series MV 18 21

22 XT Series Waste Chamber 1 drain errors. Back pressure from waste tubing. Nipple clogged. Replace drain tubing from back of instrument to drain. Fluid connector clogged. Excessive build up in waste chamber 1. XT Series Pinch Valve for WC1 Drain 22

23 XT Series Reaction unit overflows/shift on QC. Fluid in tray under manual pipette. Reaction unit drain port clogged. MV16 2, 3, 4 fittings clogged. XT Series 23

24 XT Series XS Series 24

25 XS Series Common Problems WBC QC shift/abnormal scatter grams. RBC/HGB mixing chamber errors. Leaving fluid on caps of tubes Pressure/Vacuum Issues XS Series WBC QC shift/abnormal scatter grams. Clean reaction unit with bleach. Filter 13 clogged. 25

26 XS Series Reaction Unit Detail XS Series RBC/HGB mixing chamber errors Filter 13 clogged Cleaned chamber with bleach and perform drain function. 26

27 XS Series RBC Mixing Unit Detail XS Series Leaving fluid on caps of tubes Piercer rinse cup is likely clogged Remove, clean rinse cup with 10% bleach, and re install 27

28 XS Series Piercer Rinse Cup Detail XS Series Pressure / Vacuum Issues Pressure or vacuum is not stable Cannot be adjusted within acceptable range QC shifts or other data errors Replacement of pneumatic pump may be indicated 28

29 XS Series Removing top cover Removing air pump Questions Comments Sysmex Service Tips 29