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Thermo Fisher Scientific Launches new Informatics Customer Initiative
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Thermo Fisher Scientific Inc. has announces an internal process improvement initiative within its global laboratory informatics (LIMS) line of business.
The CARES Initiative (Customer Allegiance through Responsive, Excellent Service) encompasses all phases of product development, sales and service, and demonstrates the division’s commitment to exceeding customer expectations across all operational levels.
This initiative will be launched at Thermo Informatics World (TIW) North American and European user meetings that take place in Miami, Florida from October 15 through 19, 2007 and in Lisbon, Portugal from November 12 through 16, 2007.
The CARES Initiative is built upon a platform of seven core principles, which demonstrate the division’s commitment to customer allegiance and customer satisfaction in areas such as product performance, order fulfillment, technical support, and sales and account management.
A documented Quality Management System is built into every aspect of the business and supported by all levels of the organization. Reliable external product testing is also in place, including simulated multi-user environments and benchmarking to measure quality, performance and usability.
A new eServices portal will offer LIMS and CDS customers a wide range of support, including on-line incident logging, monitoring and resolution of support enquiries, as well as access to the business Knowledge Base.
Thermo Scientific LIMS and CDS customers will also benefit from a sophisticated issue resolution system, which uses patented technology to capture a log of user actions and system events to determine the cause of unexpected application behavior. Around-the-clock support is offered, ensuring that customers have access to assistance wherever the business is located.
As part of the CARES Initiative, the LIMS and CDS line of business is promoting continuous communication and customer feedback in order to constantly improve products and processes. The CARES Initiative also ensures commitment from the highest levels of senior management.
Dave Champagne, vice president and general manager, Informatics, Thermo Fisher Scientific, comments: “The CARES Initiative has been developed to enhance our delivery system across our product development, sales and service organizations. We are committed to providing nothing but excellence to all of our customers, no matter where their business may be located.”
The program will be launched at the company’s annual user meeting, TIW (Thermo Informatics World). TIW North America is in Miami, Florida from October 15 to 19, and TIW Europe is in Lisbon, Portugal, from November 12 to 16.
