NEOD CODING

Case Study

THE PROBLEM NOW

The sales are

average)
More and more
The diagnosis
hoped
The number of
sufficient

decreasing (from 4.5 to 3 per client on

clients are unsatisfied
at distance do not developed as fast as
technicians per machine may become not

DIAGNOSIS

Problem about the fixing time with the remote

assistance for modular machines : it takes from 24 to
48h just to get the module to be replaced.
24h is always very unsatisfying as the level 3 of
dissatisfaction is reached after 12h

 Large companies are quite satisfied by the modular

machine :
Competence to repair
No huge impact in case of breakdown
Cheaper than the traditional machine

SME are twice penalized by the modular machine :

No competence to repair
Breakdown duration is crucial : Total stop of the
production in case of breakdown
Very high dissatisfaction