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Journey to Care More

The COVID-19 pandemic has caused unprecedented hardship for so many countries, and we at Samsung Healthcare would like to sincerely thank the healthcare workers around the world for their unending efforts and sacrifices to fight against COVID-19. In this testimonial, we would like to go on a special journey with you by tracking our stories responding to COVID-19. Based on the interviews with five different groups covering from R&D to service, we want to share the memorable stories of our employees who helped support the frontline heroes in tackling the COVID-19 crisis. Despite hardships and health risks, our employees did their best to fulfill their roles during the COVID-19 pandemic. We are tremendously grateful for staying strong and getting through this together. Let’s meet our Samsung Healthcare heroes.

R&D group

Our first destination was the R&D group. Through the interview, we felt that they put the concern of our customers first and tried to solve even minor problems professionally because they understood the inconvenience the customer might experience based on a customer-oriented and problem-solving mindset. Check out how they devised solutions to meet the customers’ needs and how they managed the best performance in product development.

Manufacturing Group

Samsung's manufacturing group is trying their best to keep the basic requirements for production. However, in a crisis situation like COVID-19, they had to go the extra mile to respond quickly and flexibly by breaking away from the existing system. Also, it was very impressive that all the members of the group dealt with managing the crisis under one mindset. Learn more about how we build our creative works from a solid foundation.

Global Clinical Group

In the COVID-19 situation, the global clinical group sacrificed themselves to help support the medical staff even with the risk of infection. They conducted user training programs, and provided diverse clinical support regardless of the channel, and delivered the values of Samsung products for COVID-19 imaging. We uncovered the hidden stories behind how we formed a sense of solidarity with our users, relying on each other to overcome the crisis.

Overseas Sales Group

As a companion, the overseas sales group resonated our voices to reach customers in all activities. As face-to-face activities were impossible during the global crisis, they managed a close relationship with our customers by coming up with diverse business activities such as virtual demos, online training, and webinars. Check out our key learning points and how we are adapting to a fast-changing world.

Service Solution Group

Our last destination was the service solution group. The service group is essential to help manage the gear of our front-line heroes. Our service engineer diagnosed our equipment for any problems in advance through our RMS service platform and performed repair service remotely or in-person only if a visit was required. Like a mechanical doctor in the middle of a battlefield to help frontline heroes fighting against COVID-19, learn more about how they geared up with the service solution arsenal and reinforced regular management services to secure uptime during the crisis.

In this special edition, as we elaborated in the interview, we focused all our efforts on promptly providing products and solutions to meet our customer's urgent needs. The key to our COVID-19 response was by actively managing our inventory and supply chains as well as maximizing our production capacity in COVID-19. Samsung Healthcare hopes to share our stories of tackling the COVID-19 crisis with our heroes that helped support frontline heroes. Samsung Healthcare believes that together, all of us will overcome this difficult and challenging situation in the near future. We sincerely hope for the safety of you and all your loved ones.

Detail

R&D Group response to COVID-19

Our first destination was the R&D group. Through the interview, we felt that they put the concern of our customers first and tried to solve even minor problems professionally because they understood the inconvenience the customer might experience based on a customer-oriented and problem-solving mindset. Check out how they devised solutions to meet the customers’ needs and how they managed the best performance in product development.

Interviewee

Jongpil Kim (Part Leader)
Principal Engineer, Samsung Electronicsm
Jongho Yang
Staff Engineer, Samsung Electronics
Yuna Kim
Staff Engineer, Samsung Electronics
Deokjin Yoon
Engineer, Samsung Electronics

Contents

Can you share your success stories in response to COVID-19?
“We had to ensure the device was working properly without any problems during the COVID-19 emergencies. We found out there was one issue with a component in the system and we decided to deliver the part directly to the hospital to ensure uptime in the next day. Our team members visited the hospital at dawn and fixed the machine with the part. Thanks to all the efforts of our team, the system was able to operate the next morning.” – Jongpil Kim
“When we installed the ALND applications to one hospital, we decided to provide a customized solution to meet their needs. This kind of work normally takes about several months, but we stayed all night for two weeks at the hospital and analyzed the workflow of the medical services, and delivered the improved solution in a short time. They were satisfied with the helpful solution which enhanced the throughput of the hospital.” – Jongho Yang
Now that battery performance is one of the key buying factors in AccE GM85, we want to hear stories regarding how you manage the top performance in battery?
“In 2016, we introduced the new (lithium-ion) type of battery on the mobile x-ray. We have stabilized the performance of the battery, trying to meet the high-quality standards of Samsung Electronics. Moreover, we will work on improving its performance by always listening to the customer's opinions. We think that the reason why we are getting good reviews on battery performance is because we have been continuously striving for higher standards rather than staying complacent.” – Yuna Kim

Detail

Manufacturing Group response to COVID-19

Samsung's manufacturing group is trying their best to keep the basic requirements for production. However, in a crisis situation like COVID-19, they had to go the extra mile to respond quickly and flexibly by breaking away from the existing system. Also, it was very impressive that all the members of the group dealt with managing the crisis under one mindset. Learn more about how we build our creative works from a solid foundation.

Interviewee

Yunhee Kim (Group Leader)
Principal Professional, Samsung Electronics

Contents

As COVID-19 spreads rapidly, the demand for DR equipment increased sharply as well. How did you cope with the global supply management?
"You should become more flexible to shoot a bow at a moving target." I organized and managed the task force team for COVID-19 crisis management. On a daily basis, we analyzed the current situation and came up with the solution for minimizing multiple risk factors and established close partnerships with related departments to manage a steady global supply chain.” – Yunhee Kim
What are the success factors in manufacturing production during COVID-19?
“We believe that trust in colleagues and other departments is the reason for overcoming the crisis. At one time, when the manufacturing capacity was overloaded, members of other departments readily supported to actively engage in fieldwork to meet the demand. We were able to overcome this urgent situation based on the trust and cooperation.” – Yunhee Kim
As a manufacturing group leader, please share the lesson from the COVID-19 response.
“Through this response, I felt that we had to focus on the basics to overcome the crisis. We experienced that continuous improvement of productivity by discovering advances in the field was the driving force behind the emergency supply response. Our team will continuously strive to establish a supply management system based on field experience.” – Yunhee Kim

Detail

Global Clinical Group response to COVID-19

In the COVID-19 situation, the global clinical group sacrificed themselves to help support the medical staff even with the risk of infection. They conducted user training programs, and provided diverse clinical support regardless of the channel, and delivered the values of Samsung products for COVID-19 imaging. We uncovered the hidden stories behind how we formed a sense of solidarity with our users, relying on each other to overcome the crisis.

Interviewee

Jongin Lee
Senior Engineer, Samsung Medison
Caleb Bodrey
Clinical Application Manager, Neurologica (A Subsidiary of Samsung Electronics, USA)
Kristin Nickelson
Clinical Marketing Manager, Neurologica (A Subsidiary of Samsung Electronics, USA)

Contents

I heard that you conducted a number of clinical supports on product installation and user field training in South Korea with the spikes in confirmed cases. Can you please share how you dealt with the cases?
“I stayed in Daegu for 3 months apart from my family and conducted 43 product installation and user field training alone. The first time I encountered the Pandemic, I suffered from mental stress such as fear from the dangerous environment and loneliness. But then, the sense of solidarity with the volunteers and the medical staff became a great help and we could find comfort in each other. When I saw the wall filled with messages of encouragement, I knew that I was not alone anymore. I was able to return to my family from Daegu with the greatest support from the people around me.” – Jongin Lee
What was the success factor in COVID-19 Response in the Daegu area?
“In the COVID-19 situation, we had come up with a novel solution for setting up the chest PA imaging environment in the triage health center at Daegu Medical Center by using mobile DR and bucky for the detector and supply for infection control. As a result, Daegu Medical Center's environment had become the standard for triage health center imaging nationwide. I am very proud to improving the efficiency in COVID-19 imaging and helping the frontline heroes.” – Jongin Lee
You have supported a variety of customers through online and offline means during the pandemic. Can you tell us about how you have supported through both channels?
“I was able to visit one of the university hospitals here in Nashville in person as well as we supported several facilities around the Boston, MA and Southern California areas through online support. Our team helped prepare the technologists on how to use software and were able  to upload our procedure files that were mapped for the site. The sites were very appreciative of how we helped make sure the systems were up and running in a timely manner during the crisis, so they could better diagnose their patients.” – Caleb Bodrey
“Our remote training program was an excellent tool for sites that were not allowing any vendors in during peak crisis; we were able to train on the most difficult learning curve for anyone, the software. I held several remote trainings sessions for the techs at a large university hospital that accommodated to their schedules. While radiologic technologists had minimal exposure to the GM85, reviewing the software in detail and allowing them to take notes really helped build their confidence while catering to a schedule that helped fit their needs. I also think that being able to adapt with them created a sense of comradery during a very challenging and scary time. Being available remotely to help troubleshoot or educate an issue was something that meant a lot to the sites.” – Kristin Nickelson

Detail

Overseas Sales Group response to COVID-19

As a companion, the overseas sales group resonated our voices to reach customers in all activities. As face-to-face activities were impossible during the global crisis, they managed a close relationship with our customers by coming up with diverse business activities such as virtual demos, online training, and webinars. Check out our key learning points and how we are adapting to a fast-changing world.

Interviewee

Sean Lee (Group Learder)
Principal Professional,Samsung Electronics
Saul Charalambos
X-Ray Product Manager, MIS Healthcare ( A Distributer of Samsung Electronics, UK)

Contents

I heard that face-to-face sales activities with customers were difficult during COVID-19. How did you maintain your business relationship with customers?
“Every team member has put in their effort into overcoming the limitation of non-essential sales visits in every way. In particular, they have tried hard to narrow the physical distance with our customers by providing a variety of outreach activities such as virtual demos, case studies, journals, webinars, and training videos alongside SNS marketing. We feel that we have become more interactive and engaged with our customers and we achieved significant results in online activities compared to the past.” – Sean Lee
As a sales group leader, please share the lesson from the COVID-19 response.
“Despite the limited circumstance of not being able to meet customers in person, we have had opportunities to meet new customers by winning orders of large tenders in the UK and Italy and by establishing a relationship with a new Russian partner. It was also monumental that the reselling rate of the product has also increased a lot based on the strong relationship built on trust.” – Sean Lee
I heard that face-to-face sales activities with customers were difficult during COVID-19. How did you maintain your business relationship with customers?
“MIS and Samsung have continued to offer face-to-face clinical applications training, which helped overcome the restrictions on non-essential sales visits. The customers have reacted to this very well and appreciated the continued support from MIS and Samsung. I think the most important point when communicating with customers was understanding what they had been through during the pandemic. The majority of our customers are clinical and have been on the front line. It was an extremely stressful time for them. I believed that the key was to empathize, be thankful and to understand the situation that they were in.” – Saul Charalambos
Can you share with us the success stories in response to COVID-19 in United Kingdom?
MIS and Samsung installed in almost every Nightingale hospital, the temporary COVID-19 critical care hospitals in the UK, the first being the Nightingale Hospital in London. Installing an AccE GM85 into Nightingale London was an unbelievable experience. The sheer size and scale of the operation were like nothing I’d ever seen before. Engineers, builders, army personnel, NHS staff, and many more were all working together for a common goal, which was incredible to see and to be a part of. - Saul Charalambos

Detail

Service Solution Group

Our last destination was the service solution group. The service group is essential to help manage the gear of our front-line heroes. Our service engineer diagnosed our equipment for any problems in advance through our RMS service platform and performed repair service remotely or in-person only if a visit was required. Like a mechanical doctor in the middle of a battlefield to help frontline heroes fighting against COVID-19, learn more about how they geared up with the service solution arsenal and reinforced regular management services to secure uptime during the crisis.

Interviewee

Sungyong Lee
Professional, Samsung Electronics

Contents

It seems that the service team must have gone through many difficulties in respons e to COVID-19. Can you share with us the success stories?
“We received a variety of service issues with limited traveling during this pandemic. To overcome these difficulties, we utilized the RMS platform which informs potential problems of the equipment with certain error codes. We remotely identified the problems with alerts and immediately executed repairing service plans, which helped to secure the uptime of the equipment. The remote service was very helpful especially for areas where travel was restricted, such as the COVID-19 intensive care unit. As we constantly checked the status of the equipment and responded remotely to error cases in real-time, we were able to satisfy many customers.” – Sungyong Lee

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