Oxford Instruments Healthcare Company Presentation
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Oxford Instruments Healthcare provides service and support for CT and MRI systems. It has over 60 years of experience in diagnostic imaging and maintains a network of service locations across the US and Canada. It offers a range of services including maintenance contracts, repairs, refurbishment, parts supply and remote monitoring to support its customers. Oxford Instruments Healthcare aims to continuously improve its processes and customer service through quality management systems and a focus on customer feedback.
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Oxford Instruments Healthcare Company Presentation
- 1. The Business of Science® Oxford Instruments Healthcare Oxford Instruments Healthcare CT & MRI © Oxford Instruments 2014 CONFIDENTIAL Page 1
- 2. The Business of Science® Oxford Instruments Healthcare Agenda Introduction About Oxford Instruments plc | History | Business Sectors | Global Presence Oxford Instruments Healthcare About Us | Products & Services | Systems & Processes | Helium Supply Quality Focus Customer Service | Quality Assurance | Key Accounts | Testimonials © Oxford Instruments 2014 CONFIDENTIAL Page 2
- 3. The Business of Science® Oxford Instruments Healthcare Oxford Instruments • A global company that designs, supplies and supports high-technology tools and systems into diverse markets. • Known for its technical skills and expertise, focusing its science and technology on fabricating, analyzing and manipulating matter at the molecular level. • Expertise includes the creation of low temperature, high magnetic field and ultra high vacuum environments, nuclear magnetic resonance, X-ray, electron and optical based metrology and advanced semiconductor processing technologies. © Oxford Instruments 2014 CONFIDENTIAL Page 3
- 4. The Business of Science® Oxford Instruments Healthcare Oxford Instruments A vision to pursue responsible development and a deeper understanding of the world through science & technology. We are proud of our heritage of innovation and this continues to drive our business today. Global reputation for quality and excellence 55 Years of Innovation Pioneer in Superconducting MRI Magnets 13 Queens’ Awards for Enterprise Best performing FTSE 250 Company in the Industrial Arena for the last 12 months (Goldman Sachs review of UK Industrial Arena August 2012) © Oxford Instruments 2014 CONFIDENTIAL Page 4
- 5. The Business of Science® Oxford Instruments Healthcare A History of Innovation © Oxford Instruments 2014 CONFIDENTIAL Page 5
- 6. The Business of Science® Oxford Instruments Healthcare OI plc is Comprised of Three Sectors Nanotechnology Tools Industrial Products Service NanoSolutions • Omicoron • Nanoscience • Plasma Technology NanoCharacterisation • NanoAnalysis • Asylum Research • Andor Industrial Analysis • OES • MR • XRF Industrial Components • Austin • Superconducting Technology • X-Ray Technology Healthcare Services OiService Service function of all other businesses © Oxford Instruments 2014 CONFIDENTIAL Page 6
- 7. The Business of Science® Oxford Instruments Healthcare Core Markets Oxford Instruments plc is diversified into 6 core markets. Science and the ability to examine and manipulate matter on the smallest scale is a huge part of the business. Superconductivity and SC Magnets were the very beginning for Oxford Instruments. © Oxford Instruments 2014 CONFIDENTIAL Page 7
- 8. The Business of Science® Oxford Instruments Healthcare Global Presence 32 Sites Worldwide & Over 2000 Employees Deerfield Beach, FL © Oxford Instruments 2014 CONFIDENTIAL Page 8
- 9. The Business of Science® Oxford Instruments Healthcare Values The Oxford Instruments Brand and Company Values are at the Heart of the Group’s Approach to Corporate Social Responsibility: We use innovation to turn smarts science into world-class products We meet our customer’s needs through advanced technology and service We have experience to rely on and integrity to trust We believe people make the difference © Oxford Instruments 2014 CONFIDENTIAL Page 9
- 10. The Business of Science® Oxford Instruments Healthcare The Heart of our Business • Hundreds of years of diagnostic imaging experience • 60 team members (FST avg. of 11.3 years of service) • Only OI company 100% service oriented • Service support contract held with major OEM over 17 years • Technical support and Service based across US • OI team ranked highest in most categories of employee & customer surveys © Oxford Instruments 2014 CONFIDENTIAL Page 10
- 11. The Business of Science® Oxford Instruments Healthcare Understanding of the Diagnostic Imaging Marketplace • What created the successes we enjoy today is not going to be enough for tomorrow. • We must continuously improve value chain efficiency for our customers through innovative service processes. • Having the right people, at the right time, in the right place is key. • New challenges on cost & speed of delivery. The ability to continually improve a process is why we are successful in our marketplace © Oxford Instruments 2014 CONFIDENTIAL Page 11
- 12. The Business of Science® Oxford Instruments Healthcare Locations & Capabilities Deerfield Beach, FL • GE MRI Refurbishment Facility • GE CT & MRI Maintenance Services • GE MRI Coil Repair Facility • GE MRI Parts Inventory Vacaville, CA • GE CT Refurbishment Facility • GE CT & MRI Maintenance Services • GE CT C-Ray Tube Repair Facility • GE CT Parts Inventory © Oxford Instruments 2014 CONFIDENTIAL Page 12
- 13. The Business of Science® Oxford Instruments Healthcare Service & Equipment Offerings • Full Service GE CT & MRI Contracts or Time and Materials • Contract or T&M GE, Siemens & Toshiba Refrigeration • On Demand Helium Delivery or Delivery with Installation • Installation & Application Training • Parts only GE CT • Parts only GE & Siemens MRI Customization of all of the above available © Oxford Instruments 2014 CONFIDENTIAL Page 13
- 14. The Business of Science® Oxford Instruments Healthcare Equipment Refurbishment Processes Includes a 100 point refurbishment process, image quality inspection and cosmetic refinish to meet OEM specifications © Oxford Instruments 2014 CONFIDENTIAL Page 14
- 15. The Business of Science® Oxford Instruments Healthcare • CT Parts Refurbishment and Testing • All CT system parts are fully tested to manufacturers specifications • Refurbished x-ray tubes are installed into a CT for testing • MRI • Complete bench testing for parts used in systems up to 15x • Full coil repair shop • Newly completed RF room for full system testing • Refrigeration • All compressors refurbished to manufacturer’s specifications • Complete 24 hour burn in test to verify repairs • All cold heads fully disassembled and refurbished © Oxford Instruments 2014 CONFIDENTIAL Page 15
- 16. The Business of Science® Oxford Instruments Healthcare Service Capabilities Our expanded service base can cover support from coldheads and compressors to coils and CT x-ray tubes. • 7 Refrigeration Service Engineers • 18 CT & MRI Service Engineers • 500 Refrigeration Accounts • 130 Full Service Accounts Dedicated CT X-Ray Tube Refurbishment & MRI Coil Repair © Oxford Instruments 2014 CONFIDENTIAL Page 16
- 17. The Business of Science® Oxford Instruments Healthcare Magnet Service • Refrigeration Service Contract in US & Canada (Lg. OEM) • Break/fix refrigeration services for a variety of customers • Helium procurement and installation • De-icing • Ramp up/down • Part sales • Depot repair • GE, Siemens, Toshiba The Oxford Instruments Healthcare refrigeration/cryogenic offerings are a key differentiator in the full service marketplace. © Oxford Instruments 2014 CONFIDENTIAL Page 17
- 18. The Business of Science® Oxford Instruments Healthcare Oxford Instruments Healthcare Database System • Call Logging • Service Dispatch • Schedule Management • Service Reporting • Email Communications • Inventory Management • Cradle-to-Grave Tracking • Training Management* • Customer Feedback • CPA System *Oxford Instruments Healthcare were recipients of the “Chairman’s Award for Innovation” in 2011 relating to the implementation of the “Skills Training And Review System” (STARS) system. Customized systems that link customer, team and business processes. © Oxford Instruments 2014 CONFIDENTIAL Page 18
- 19. The Business of Science® Oxford Instruments Healthcare • There continues to be Helium uncertainty in the Helium market • New resources slow to yield promised volumes • New resources are foreign • Price continues to escalate Instability in the world-wide helium market continues to be a high risk. Supply is expected to improve and price expected to rise. © Oxford Instruments 2014 CONFIDENTIAL Page 19
- 20. The Business of Science® Oxford Instruments Healthcare 14 Commercial Helium Sources World-Wide (6 on BLM System) ExxonMobil WY, U.S. Krio Odolanow, Poland BLM System TX, OK, KS, U.S. Ras Laffan Helison Qatar Skikda, Algeria Cryor Orenburg, Russia BOC Darwin, Australia Helios Arzew, Algeria Acton, MA Duke CO, U.S. • 12 Linde Transfills in the US • 6 went dry in September 13 • 6 on BLM Systems Grove City, OH Montgomery, IL Otis, KS Bessemer, AL Baytown, TX Vancouver, WA Richmond, CA City of Industry, CA Middlesex, NJ Research Triangle Park, NC Orlando, FL Domestic independence within the helium market is ending. Oxford Instruments Healthcare continues to partner with the best resources in the industry to ensure availability for our customer base. © Oxford Instruments 2014 CONFIDENTIAL Page 20
- 21. The Business of Science® Oxford Instruments Healthcare Field Service Engineer Locations 3 Regional Offices 5 Stocking Locations 18 Full Service Engineers 7 Refrigeration Engineers National (+Canada) coverage with sophiticated distribution network to deliver high quality preventative & remedial service National (+Canada) coverage with sophisticated distribution network to deliver high quality preventative & remedial service © Oxford Instruments 2014 CONFIDENTIAL Page 21
- 22. The Business of Science® Oxford Instruments Healthcare Service Accounts 180 Full Service Accounts 481 Refrigeration Accounts © Oxford Instruments 2014 CONFIDENTIAL Page 22
- 23. The Business of Science® Oxford Instruments Healthcare MRI Remote Monitoring Capabilities Provides status readings of a system’s coldheads, helium compressor, helium compressor chiller, as well as helium usage, vessel pressure and compressor status on real time bases. • 24/7 Monitoring • Accurate Cryogen readings • Trending • Compressor Failure Detection* • Quench Detection* *Not applicable on all systems © Oxford Instruments 2014 CONFIDENTIAL Page 23
- 24. The Business of Science® Oxford Instruments Healthcare MRI Remote Monitoring Alerts When a problem occurs an email is sent to the site and the Oxford Instruments Healthcare engineering department. Non-Critical Problems • Emails are sent twice a day Critical Problems • Emails are immediately sent every hour until the issue is resolved • Critical problems are *magnet field failure, *cold head compressor failure, vessel pressure extreme drop, and helium level extreme drop *Not applicable on all systems All activity records are linked © Oxford Instruments 2014 CONFIDENTIAL Page 24
- 25. The Business of Science® Oxford Instruments Healthcare Preventative Maintenance Metrics 2.000% 1.800% 1.600% 1.400% 1.200% 1.000% 0.800% 0.600% 0.400% 0.200% 0.000% > 1 OD >30 OD © Oxford Instruments 2014 CONFIDENTIAL Page 25
- 26. The Business of Science® Oxford Instruments Healthcare Customer Service Portal Provides instant access to critical information about your GE CT and/or MRI systems – allowing you to view the status of service request and service records at any time. • Monitoring via Remote Access • 24/7 Call Center • Secure site • Track & View Service Requests • OEM Factory Trained Engineers • 4 hour on-site response (full service contracts) • 30 min call back (during business hours) • Comprehensive Technical Support • Capital Equipment Acquisition & Panning © Oxford Instruments 2014 CONFIDENTIAL Page 26
- 27. The Business of Science® Oxford Instruments Healthcare Oxford Instruments Healthcare Approach to Success Customer • Focus on the needs of the final customer • Encourage feedback • Listen! Team • People make the difference • Reward the right behaviors • Learning & Growth are key Business Processes • Focus on the value chain • Take cost out of the process, but make it better! • Continuously improve © Oxford Instruments 2014 CONFIDENTIAL Page 27
- 28. The Business of Science® Oxford Instruments Healthcare Our Commitment to Quality Oxford Instruments Healthcare is an ISO 9001 & 13484 certified company, which provides assurance that our processes are controlled within a strict quality management system that is certified by the International Organization for Standards (ISO). Oxford Instruments Healthcare measures all aspects of quality through Key Performance Indicators (KPI). • On Time Service Quality • Parts Inventory Quality • Installation Quality • Refurbishing Quality • Parts Repair Quality • Service Quality • On Time Service Quality © Oxford Instruments 2014 CONFIDENTIAL Page 28
- 29. Oxford Instruments Healthcare The Business of Science® High Quality Service & Customer Satisfaction • Early adapters of the industry standards Net Promoter Score (NPS®) to measure the quality of our servicers and the level of customer satisfaction • Outstanding reputation for integrity and service • Our average NPS score is 86% • Average U.S. company has 10% NPS Score Oxford Instruments Healthcare NPS = 86% © Oxford Instruments 2014 CONFIDENTIAL Page 29
- 30. The Business of Science® Oxford Instruments Healthcare Accounts Oxford Instruments Healthcare CT & MRI is a strategic supplier of service to the most well known names in the industry! © Oxford Instruments 2014 CONFIDENTIAL Page 30
- 31. The Business of Science® Oxford Instruments Healthcare Testimonials • The technician went above and beyond to make sure that the facility and magnet was taken care of. • An outstanding job repairing the systems and did a great job in training our personnel! • In my opinion, Oxford Instruments Healthcare is the best in the industry – in both service and sales. • We very much appreciate Oxford Instruments Healthcare fast response to this situation, which for us was very time critical. • Thank you for the professional and friendly installation and site raining provided. • You are fortunate to have such a dedicated and competent individual working for your company. © Oxford Instruments 2014 CONFIDENTIAL Page 31
- 32. The Business of Science® Oxford Instruments Healthcare © Oxford Instruments 2014 CONFIDENTIAL Page 32