HTM Skill Builder 5 Skills Every HTM Professional Should Know
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HTM Skill Builder Ivan Joyner CBET
Service Reporting Tips Best Practices for Service Reports
Make Your Documentation Stand Out.
Service Report Documentation • Was reported problem duplicated ? • Brief explanation of what was done to repair & test unit.
include date work was done in the “work performed” text. • The final “Repair time” date should be = to report closure date whenever possible. • Confirm unit was tested as per ______ instructions. • Define how the units final disposition was communicated to the customer. Example: Returned to customer (list name)
Service Reports Should include: • Device and device serial number • What was done to verify the reported problem • What was done to repair the device • Adjustments • Repairs • Parts replaced • What testing was done to verify the device meets specifications
Things to Be Avoided • Listing of specific time run – ex. “ran for 30 minutes” • Cut ‘n’ pasting from templates without reviewing or editing the text.
Key Words to be Avoided
While not all inclusive, the following are some examples of key words that should trigger a possible complaint flag: • Patient incident / death / injury • Vent failed / Can’t ventilate • Patient could not exhale • Shut down • Did not alarm • Fire, flame, smoke, spark, burning • Second time, third time, etc this has happened
• Not working again / failed again • Only xx weeks/months old and…. • Keeps failing….
• Settings changed on their own • Heard a popping sound…. • On a patient…
Summary Service reports that follow these reminders will show your experience and attention to detail.
HTM Skill Builder 5 Skills Every HTM Professional Should Know
01
HTM Skill Builder Ivan Joyner CBET
Effective Communication • Starts with Preparation • Preparation Creates Calm and Confidence • Don’t allow emotion to dictate • One Message at a time • Right Place, Right Time
Effective Emails Should: • Describe Facts • Express Emotion • Ask Assertively • Listen and Learn
• Describe Facts: There is a process we must follow for this; In order to make the deadline we must… • Express Emotion: This concerns me as this could create liability for us: I’m uncomfortable having to ask again as we’ve had this conversation before • Ask Assertively: I need your commitment that you’ll follow this process; I need a response by xx • Listen and Learn: Can we work together on this? How can we prevent this from happening
Summary Emails that motivate should stick to observable facts and confront issues, not people. Express emotion without blaming or judging. Tell people what you want rather than don’t want, and listen without judgement
Project Management for HTM’s • Any task we want to see through to completion can be a project • Cleaning the garage; building a fence; making dinner For us it’s likely PM completion; Installation, or repair project I’ll share two diagrams that I have used successfully to guide me through every project.
Projects are a balancing act Time, schedule, due dates
Cost, resources, manpower
Can’t move one w/o affecting others!
Performance, scope, deliverable
Determine Constraints and work with what you got • What are the limitations on money, any flexibility? • What are the limitations on time or people? • What is most critical? Completion date, budget? • Find out what the stakeholder wants and deliver!
Plan for Success? Plan Execute Damage Control Time
Successful Planning Planning Execute Damage control
Summary Identify your constraints Plan Early, Then Get Started Work Your Plan
Basics of a Financial Statement If you can read a nutrition label or a sports page box score, you can read a basic financial statement The basics aren’t difficult, and they aren’t Rocket Surgery!
4 Main Financial Statements • Balance Sheets • Income Statements • Cash flow statements • Equity statements We’ll just cover the Balance sheet; the others are covered in detail in our Leadership training program
Balance Sheet: • Designed to show what a company owns and what it owes at a fixed point in time • Provides detailed information about a company's assets, liabilities, and shareholders equity
At A Glance: What a balance sheet shows can be shown as a formula
Assets = Liabilities + Shareholders Equity A company’s assets have to equal or “balance” the sum of its liabilities and shareholders equity
Balance Sheet
Summary • The left side will always list assets • The right-side list liabilities and shareholders equity • A balance sheet shows a snapshot of a company’s assets, liabilities, and shareholders equity at the end of the reporting period. • It does not show the flows into and out of the accounts during the period
Financial Statements Beginners Guide to Finance
Just enough for you to know