After your CM system becomes the production system of record and has gone “live,” there’s certainly reason to celebrate and recognize what has been accomplished. There can also now be a misconception that the system will “run by itself,” that it is “automatic,” and you can “set it and forget it!” However, like any complex system, it requires ongoing support and care in order for it to be in good working order. On-going system support means users must interact with the CM system on a regular basis and verify that it is operating as expected. Daily reviews of your system are recommended. Key points to consider include:
- Follow SOPs – The Standard Operating Procedures (SOPs) established during the Transition Period should be followed. It most likely took a good amount of time and resources to draft and adopt the SOPs, and they should be set aside or forgotten. A fundamental element of an SOP is to regularly verify that all sensors are in good working order. All readings should be an expected value (e.g., a -20 °C freezer should not have a flatline reading -200 C nor should temperatures spike to +150 °C), and any error conditions need to be addressed and fully resolved. All corrective actions must be documented, time stamped, and signed off as part of the permanent electronic record. More information on SOPs can be found in our August 2015 MesaMonitor Newsletter.
- Reference Documentation – During the Transition Period, a standard library of reference documents (Quick Reference Guide, UserManual, FAQs, Installation and Service Manual, Specification Sheets, and Standard Operating Procedures) should have been established. End users should know where to locate and access current releases of this documentation.
- User Training & Continuing Education – Regular user training, continuing education, and user certification is important, especially as new features are introduced and/or new employees use the system. Work with your vendor to schedule annual and as-needed training, and inquire about online training courses and “How To” videos. Further information on what should be included in user training is discussed in our October 2015 MesaMonitor Newsletter.
- Address Non-CM Issues – In addition to ensuring your CM system is in good working order, there will be the need to address issues with storage rooms, appliances, and other systems that comprise the facility’s infrastructure. Room temperature thermostats will need to be adjusted, appliance temperature control adjustments will need to be made, and HVAC systems may need fine tuning as well. It is also common to find that a storage appliance is not properly maintaining temperature and needs to be replaced.
- Help Desk – Finally, perhaps the most important resource is your vendor’s Help Desk. You should ensure all users know where and how to get technical support and customer service. Post the e-mail address, web portal URL, and/or customer service phone number near each work station or in a location where it’s easily located. During the Transition Period, your vendor should have provided training and explained the procedures on how to contact the Help Desk. It’s important to understand what the average turnaround times are, if on-site service is available as part of your support agreement, and what steps should be taken in the event of an emergency.
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