TABLE OF CONTENTS

CHAPTER ONE: EXECUTIVE SUMMARY

• Scope and Methodology
• Keys To Success
• Market Trends

CHAPTER TWO: INTRODUCTION

• Background
• Crucial Keys To Effective Service Management
• Vendor Point of View
• Laboratory Point of View
• Abbreviation Lexicon

CHAPTER THREE: SERVICE OFFERINGS

• Training Programs
• Telephone & On-Line Technical Service
• Remote Diagnostics
• Service Agreement Review

CHAPTER FOUR: INSTRUMENT CONTRACT PRICING

• Overview
• Pricing Methodology
• Clinical Chemistry/Integrated Analyzers
• Immunoassay Analyzers
• Hematology Analyzers
• Coagulation Instrumentation
• Laboratory Automation

CHAPTER FIVE: COMPANY-SPECIFIC OFFERINGS

• Beckman Coulter
• Hospital Interview Information
• Dade Behring
• GE Healthcare (Abbott Diagnostics)
• Ortho Clinical Diagnostics (OCD), Johnson & Johnson
• Roche Diagnostics
• Siemens (Bayer and Diagnostic Products Corp. (DPC))
• Sysmex

CHAPTER SIX: MANAGED SERVICES OR ASSET MANAGEMENT

• Background
• Findings
  • Lab Interview Results
  • Several Agreements
• Conclusion

TABLE OF EXHIBITS

CHAPTER TWO INTRODUCTION

• Table 2-1: Average Service Call Time Structure Estimated Share of Cost by Function (On-Site Time, Travel, Preparation, Parts & Shipping, Follow-Up, Miscellaneous)

CHAPTER THREE: SERVICE OFFERINGS

• Table 3-1: Roche Diagnostics Instrument Training Sessions (Instrument, Duration)
• Table 3-2: Chemistry Remote Diagnostics Summary (Hospital Surveyed, Bed Size, Affiliation, Lab Type, Chemistry Used, Immunoassay Used, Remote Diagnostics Used)
• Table 3-3: Service Contrct Pricing from Selected Respondents

CHAPTER FOUR: INSTRUMENT CONTRACT PRICING

• Table 4-1: Survey Results: Service Contract Pricing by Instrument/Service Type
• Table 4-2: Chemistry Instrument Service Contract Pricing (Company, Instrument, List Price, 24/7 Service, Business Hours Service)
• Table 4-3: Immunoanalyzer Service Contract Pricing (Company, Instrument, List Price, 24/7, Business Hours)
• Table 4-4: Hematology Instrument Service Contract Pricing (Company, Instrument, List Price, 24/7, Business Hours)
• Table 4-5: Coagulation Instrument Service Contract Pricing (Company, Instrument, List Price, 24/7, Business Hours)

CHAPTER FIVE: COMPANY-SPECIFIC OFFERINGS

• Table 5-1: Vendor Service Offering Summary (Field On-Site Repair, Technical Support, Training, Installation/Integration, Technical Bulletins)