September 2013

Continuous Information & Experience Exchange!

Establish Continuous Learning 

Confidential Philips Healthcare, iXR Service Webinar 1

 iXR Service Webinar

Agenda:

– Introduction 10 min
– Improve Remote Diagnostics 10 min presentation
10 min Q&A
– Flat Detector Faultfinding 10 min presentation
10 min Q&A
– Wrap up & Voting 10 min

Confidential Philips Healthcare, iXR Service Webinar 2

 iXR Service Webinar

• Agenda
– Introduction
10 min
– Improve remote diagnostics 10 + 10 min’s
– Flat Detector faultfinding 10 + 10 min’s
– Wrap up 10 min

Presented by Maarten Konings, BIU T3 helpdesk - REMOTE

Confidential Philips Healthcare, iXR Service Webinar 3

 iXR Service Webinar

– Improve remote diagnostics 10 + 10 minutes

Q&A session (10 minutes)

Raise your finger in Adobe Connect and un-mute your microphone.
Explain your question.

A quick review of chat questions raised during the presentation.

Confidential Philips Healthcare, iXR Service Webinar 4

 iXR Service Webinar

• Agenda
– Introduction
10 min
– Improve remote diagnostics 10 + 10 min’s
– Flat Detector faultfinding 10 + 10 min’s
– Wrap up 10 min

Presented by Ton Erkens, BIU Service Innovation - LCM

Confidential Philips Healthcare, iXR Service Webinar 5

 iXR Service Webinar

– Flat Detector faultfinding 10 + 10 minutes

Q&A session (10 minutes)

Raise your finger in Adobe Connect and un-mute your microphone.
Explain your question.

A quick review of chat questions raised during the presentation.

Confidential Philips Healthcare, iXR Service Webinar 6

 iXR Service Webinar
Introduction
- Goal is to increase knowledge and skills by frequent information and
experience exchange sessions.

- Frequency every 4 weeks (1x month), max 3 topics, 2 similar sessions:

Tuesday 9-10h CET and Wednesday 17-18h CET.

- Topics get selected by the BIU preparation team (Paul Baudoin, Paul
Wiersma and Rene van der Vegt) in strong alignment with the MPM team.
Markets will also be asked to present and share best practices.

- Guiding principles for Adobe Connect webinars (by Maurizio Miraglia).

Confidential Philips Healthcare, iXR Service Webinar 7

 iXR Service Webinar

• Agenda
– Introduction 10 min.
– Improve remote diagnostics 20 min
– Flat Detector faultfinding 20 min
– Wrap up 10 min

Confidential Philips Healthcare, iXR Service Webinar 8

 iXR Service Webinar

Wrap up:

– Evaluation, learning's, what went ok, what needs to be improved?

– Any questions left over? Any left open chat Q&A will get answered.
– Urgent topics for next webinars?
– Presentations and info will be posted on InCenter: -> link (iXR SEEM)

– Voting session (3 questions).

– Next Service Webinar:

• Tuesday/Wednesday 8/9 October, 2013
• Topics still to be determined (any Market best practice?).

Thank you for your attendance and interaction.

Confidential Philips Healthcare, iXR Service Webinar 9

 iXR Service Webinar

The Preparation Team Meeting Moderator

Confidential Philips Healthcare, iXR Service Webinar 10

 Investigated +/- 200 SWO
Conclusion analyzing SWO’s:
General remark:
1. Highly appreciated and important feedback:
When working on a Flat detector issue please add an image of the defect to the
SWO together with additional information.
The so helpful information can be obtained via “save image for PR” and adding
the png file and TXT file to it. To complete the feedback fill in the field
questionnaire.

Development is working on a tool to simplify this action.

This feedback gives valuable information to us for further analyses.

2. Diagnostic is not unambiguous in pointing to the Flat Detector, being the part
that is causing the problem.
 Quick Reference Card Flat Detector june 2013
Install Flat Detector
Follow the description on
handling of a new to be
installed Flat Detector.
Acclimatization is upmost
critically for the expected
life time of the Flat
Detector.
Acclimatization of Flat Detector mandatory
If handling and acclimatization is not done the correct way, it can damage the Flat Detector
unrepairable.
An additional problem is, the result of incorrect acclimatization which can lead to moisture on the
outside and inside of the Flat Detector does not have to be visual within the coming two years after the
installation of the part. Nevertheless the Lifetime of the Flat Detector can dramatically decrease due to
this wrong handling.
If the Flat Detector has been at a temperature lower than -15 deg C it can result in damaged moisture
seal within the Flat Detector due to is too much stress on the sealing and leakage can occur.
In both cases the Flat Detector needs to be repaced and is not repairable.
Allowed temperature range is from -15 to +55 deg C.

The Flat Detector needs to be at operating temperature.

After the installation adjustment it is necessary to perform the Flat Detector adjustment.
For required adjustment preconditions it is necessary that the Flat Detector needs to be at working
Flat Detector temperature.
adjustment after Therefore the Flat Detector needs to be powered on and warm-up for approximately up to 3 hours.
installation The latest software will display a message that the Flat detector needs to be on this temperature
before starting the adjustment. Older software does not include this message. Do not start before the
Flat Detector is on working temperature.
 Quick reference card Artifact Database
Symptom 1-2-3

Vertical line Action: Replacement

• Line width is over two pixels • Perform Flat Detector adjustment. If Flat Detector Adjustment has not
• Not moving over the monitor solved the problem, replace the Flat
Detector.

Vertical line Action: Replacement

• Line width is over two pixels If Flat Detector Adjustment has not
• Not moving over the monitor • Perform Flat Detector adjustment. solved the problem, replace the
Flatdetector.

Replacement
Pixellization in the Cause: 1)Replace the Flat Detector.
FD has been at a temperature lower
corners. than -15 deg C.
• 1) Damaged moisture seal in Allowed temperature range -15 to +55
• Line width is over two pixels Flat Detector deg C, otherwise there is too much
• Not moving over the monitor • 2) Glycoshell with in the housing. stress on the sealing and leakage
occurs
 Quick reference card Artifact Database
Symptom 4-5

Strange shapes Cause Replacement

• visible in the image • Leaking cooling fluid Replace the Flat Detector.
After removing DF cover
Recognizable pink Fluid within the
Flat Detector or when fluid dried
white powder visible.

Cause Replacement
Strange smudge
Replace the Flat Detector.
• visible in the image • Leaking cooling fluid
After removing DF cover
Recognizable pink fluid within the
Flat Detector

Cause Replacement
• Leaking connector hose cooling Replace the Flat Detector.
fluid Flat Detector
 Quick reference card Artifact Database
Symptom 6-7-8

Black Column Cause: Replacement

Horizontal • Defective charge sensitive Replace the Flat Detector.
amplifier (part in flat detector)
• visible in the image

Black vertical lines Cause: Action/Replacement

• visible in the image, line Perform first Flat Detector adjustment
width is over two pixels and • Defective sensor plate If problem persists replace the Flat
not moving . Detector.

Black vertical lines Cause: Replacement

• visible in the image, line
width is over two pixels and • Defective sensor plate Replace the Flat Detector.
not moving over the monitor
If not perform first Flat
Detector adjustment
 Quick reference card Artifact Database
Symptom 9-10-11

Dots visible Action: Solution

• visible in the image • Perform Flat Detector adjustment Use defect pixel editor to solve the
if not successful; use the manual problem.
defect pixel editor to exclude these
pixels

Column visible Cause:
• visible in the image
• Unstable charge sensitive
amplifier (part in Flat Detector)
Replacement
Replace the Flat Detector.
mention mapix oscilation in report,
this is very difficult to reproduce!
It leads often to no trouble found.
Also write down the approximate
position for repair.

Replacement
Black vertical lines Cause:
Replace the Flat Detector.
• visible in the image, line mention mapix oscilation in report,
width is over two pixels and • Unstable charge sensitive this is very difficult to reproduce!
not moving over the monitor amplifier (part in Flat Detector) It leads often to no trouble found.
If not perform first Flat Also write down the approximate
Detector adjustment position for repair.
 Quick reference card Artifact Database
Symptom 12-13-14

Smear visible Action: Replacement

• visible in the image First performed Flat Detector Replace the Flat Detector.
adjustment. If this does not solve
the problem than replace the Flat
Detector

Cause:
Thermal charge drift in the sensitive
Column just visible amplifier Replacement
(part in Flat Detector)
• visible in the image Replace the Flat Detector.
Action
Wait one hour before you perform
the flat detector adjustment if
problem persists, replace Flat
Detector.

Cause:
Scintillator received overdoses X-
Overexposed FD ray Replacement
• circle visible in the image
Action: Replace the Flat Detector.
Wait for at least three days to see if
the effect will disappear.
Replace the Flat Detector when the
effect does not disappear
 Quick reference card Artifact Database
Symptom 15-16-17

Cause:
White edge visible Diode leakage in sensor plate.
Replacement
• visible in the image Action: Replace the Flat Detector.
Perform Flat Detector calibration.
Replace the Flat Detector in case
calibration didn’t solve the issue.

Cause:
Production problems in the
Spots visible Scintillator
(part in Flat Detector)
• visible in the image
Action:
Perform the flat detector calibration
Replace Flat Detector, If the
problem re-appears after a few
hours ,
Replacement
Replace the Flat Detector.
If it reappear within 24 hours, mention
spotting in the report.
This is only applicable for new
detectors.

Grid visible
Action: Replacement
• visible in the image Perform Flat Detector calibration.
Replace the Flat Detector in case Replace the Flat Detector.
calibration didn’t solve the issue.
 Quick reference card Artifact Database
Symptom 18-19-20
Coffee Bean visible Cause:
• visible in the image Pollution in aluminum part of the
detector with traces of copper.
(artefact grows slowly in time but
never get stable)
Cause:
Physical behavior
Problem solved by driving the
visible shutters inwards a bit, this will
reduce the amount of direct
• visible in the image radiation in the DRZ and hence will
make the horizontal lines.
Do NOT Replace the Flat Detector.
Black Image visible
Cause:
• visible in the image
Wrong Flat Detector type selected.
Replacement
Replace the Flat Detector.
No Replacement
These lines are due to the contrast-
step at the utmost right part of the
screen, where the metal part is against
the DarkReferenceZone (DRZ) of the
detector. This is a principal action,
which is in every system applied and
changing detectors won't help.
Replacement
Select the correct type of Flat
Detector.
 Question

Does a Quick Cause: Replacement sugestion

reference card
Packman hiding in the dark. Let someone else replace the whole
have added value system .
for you ?

What do you Q
.
prefer:
Info presented as
text in Know Issue or
Service documentation .
Or as Quick reference card

Black Image visible

Cause? Check?
• Can’t see the image
Your guess is as good as mine. Did the user connect the power cable
to the walloutlet?
Improve Remote Diagnostics

September 06, 2013

 Agenda

• Introduction to the topic: Improve Remote Diagnostics with Alert Rule files

• Why do we have Alert Rules files and how are they being used
– What is in it for you
– The process

• How to update them on the IB

Confidential September 06, 2013 2

 Philips Remote Service

There are many ways to improve our Remote Diagnostic

capabilities, today we want to highlight the power of Alert
rules on our systems and the need to get the latest versions
on our machines.
Re-active Pro-active
Customer Call Machine Call

Remote Diagnostics
using Diagn. Knowledge and PRS tools & infrastructure

Remote Fix Dispatch FSE

Remote Resolution with right part(s) & diagnose

RR + ETTR FVF + ETTR +

Mat Red.

UP TIME

Internal use only Philips Healthcare BIU iXR 3

 Alert Rules will help to improve FVF & RR rate
• What is it!
– RMA = Remote Monitoring Alerting file
– Installed on the Allura for generating REAL TIME alerts

• How does it work!

– RMA continuously monitors the event.log for errors and warnings which are
defined by us as critical
– IF critical error OR warning THEN alert is send to Service (M2M)
– Alert contains failing FRU info

Confidential September 06, 2013 4

 Alert Rules will help to improve FVF & RR rate

• RMA will help you!

– Because RMA alert contains diagnostic info you can better realize a
FVF or Remote Fix

• Continuous improvement!
– ProactiveCaseQualityLevel (PCQL) measurement loop is in place to
continuously improve the RMA sets.

Confidential September 06, 2013 5

 Continuous improvement Cycle
Stop
No

CV system Yes
M2M receives alarms Filter: Should Pro-active monitoring
sends alarms to M2M Add alert to Clarify or
based on Alert rule and put through Alert Alarm become engineer picks up
OneEMS queue
set filter an Alert? Alert from queue

No Analyze Alert
and determine
if FSE/Remote
FCO PM CM RSDI
fix is needed?
Install RMA on
systems in IB via: Adapt M2M Alarm-
to-Alert filter Yes

Dispatch case to T2

Publish RMA on Adapt Alert Rule File T2 creates SWO for

Analyze PCQL ratings Fill in PCQL rating
InCenter (RMA) remote fix or FSE, etc.

Confidential September 06, 2013 6

 RMA Roll out is being measured monthly

Confidential September 06, 2013 7

 Latest Rule file installed will result in better alerts
• Most systems still have an old rule set with:
• RMA_XPER_1000 RMA_XPER_1200 5 active alerts
• New RMA_XPER_2405 300 alerts 25 rules
• Solution is upgrade RMA during PM or CM hospital visit
• Instruction and latest set can be found on InCenter

Confidential September 06, 2013

 Goto InCenter

Confidential September 06, 2013 9

 Step 1

Confidential September 06, 2013

 Step 2

Confidential September 06, 2013

 Step 3

Confidential September 06, 2013

 Step 4

Confidential September 06, 2013

 iXR service webinar

• Poll results 10 September

Confidential Philips Healthcare, iXR Service Webinar 1

 iXR service webinar

• Poll results 11 September

Confidential Philips Healthcare, iXR Service Webinar 2

IXR Service webinar
September 2013

Questions and answers

Remote diagnostics improvements

Nugroho asked: FRU info is coming from modality or M2M Enterprise server ?
Robert Belien answered: The FRU info is embedded in the Alert Rule file running on the modality and
thus comes directly from the modality. All alert rule info will flow via the M2M server, but that is just the
infrastructure side of it.

Nugroho asked: What is the handicap of RMA roll out via RSDI ? Because the system is connected to PRS
anyway?
Robert Belien answered: The future direction is indeed to roll out the alert rules via RSDI, however
current performance of the M2M environment is not allowing us to do this in a stable way. We have
been testing this method in a few countries and it worked fine until the M2M environment became very
unstable. Plans are in place and currently being executed by the Remote Service Engineering group to
bring the M2M performance back to normal levels, so that we can start testing again.
One other hampering factor is that our systems are not all RSDI enabled in the field. Default factory
setting used to be "default off", this is now changed since the last versions leaving the factory, but of
course there is a huge installed base that is still RSDI disabled.
Once the M2M environment is repaired we will indeed switch to distribution of the RMAs via RSDI, this
is expected to happen in the second half of 2014 (Best case), therefore also the need to get the RMAs
out there with each customer visit being either, PM, CM or FCO, etc.

Sebastien Fourneau asked: Where to find a complete overview/description of alerts ? Is it only visible in
the generated clarify case ?
Maarten Konings answered: A complete overview I can mail you or we can place it on our Remote
Service Share point. We have a deployment form with all active alerts, approx. 300

Nugroho asked: Can we copy RMA rule remotely using FTP for example ? It should be faster rather wait
for next PM in 6 months time.
Robert Belien answered: Unfortunately it is not possible via FTP.

Madhur Kapoor asked: How the alert can notify the local team as in our region we don't use Clarify or
OneEMS?
Robert Belien answered: If your country is NOT using OneEMS or Clarify then it is still possible to receive
the M2M alerts via Email. You can send an email to EMEA_PRS_Helpdesk@philips.com and ask them to
add you (or your colleagues) to your requested region (country/city). If this is done M2M will send email
alerts for your specified Country(s) and/or City(s).
Note: the user needs to have an M2M account in order to receive alerts (in case you do not have an
M2M account yet you can request this via the same email address).

Day 2:

Travis Jackson asked: Is this process going to be included in PM instructions / PA tool?

Robert Belien answered: Yes this will be part of the PM instructions

Jerry Crespo mentioned: It is a part of FCO 72200222.

1
Robert Belien answered: @Jerry; Indeed the instructions to update to the latest Alert Rules file is or will
also added to the FCOs for R8.1.3, R7.2.5 and R7.2.6. On top of that it is already made part of the PM
instructions. For the rest we are relying on all FSEs worldwide to try to do this update with each and
every visit to a customer ,like during PM, CM or any other customer visit where access to the systems is
possible.

Wolfgang Fischer asked: could we get the presentation?

Answer: Yes will be send after the webinar via email and will also be placed on InCenter and we are
working on posting this info and the Q&As on a "social media" platform where we can also have some
interaction with each other after the session.

Willi Kielholz asked: What is the Way for BV Systems ??

Robert Belien answered: BV Systems do not support real time alerts via M2M. First step is to get these
systems connected to RADAR and only with one of the new platforms in the future M2M real time alerts
will be made available. So it is programmed for Mobile Surgery in the future.

-/-