Endo Protect

Highlights 2017 Edition 1/2017
Service
Highlights SERVICE | 1-2017
KARL STORZ Manufacturer Service

1) Full service from a single source..........................................................................................3
2) The KARL STORZ Service Program ENDOPROTECT1........................................................4
3) KARL STORZ Repair Exchange Program.............................................................................6
4) Long-term Value Preservation through the Repair Exchange Program.................................8
5) Technical Support..............................................................................................................16
6) Analysis and Consultation..................................................................................................18
KARL STORZ SERVICE 2017 1.0 03/2017/YHL-E
7) Qualification and Training...................................................................................................25

8) Service Contracts..............................................................................................................26
9) Process Consultation.........................................................................................................32
2
Full Service from a Single Source

The increasing use of diverse high-tech, expensive products in clinical routine makes
instrument management and maintenance more complex. At the same time, there is great
demand for state-of-the art products and a desire to keep up to date on advances in medical
technology. KARL STORZ offers a full service that meets highest quality standards and lets our
customers focus on what matters most: The well-being of their patients.
Our products should be precise and enjoyable to use at all times, and we want our customers
to be able to fully rely on the usual top quality of KARL STORZ. To this end, we have
developed a comprehensive, innovative, and flexible service program to perfectly complement

our products this is customized to meet each individual customers needs: ENDOPROTECT1.
3
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The KARL STORZ Service Program

The ENDOPROTECT1 service program from KARL STORZ offers threefold protection:
Protection of the patient against potential safety risks through professional maintenance
as well as regular maintenance and safety checks.
Protection of the hospital against instrument hazards and costly downtimes in the OR
thanks to the repair exchange program and personnel trained on a regular basis as well
as protection of the user thanks to the highest standards of quality for every repair and
enhanced operational safety of KARL STORZ products.
Protection of investments through long-term value preservation thanks to the

restoration of the original performance parameters for every repair and the maintenance
of full functionality.
4
Repair service
Process consultation Technical support
Service contracts Analysis and consultation
Qualification and training
Modular Safe Economical

ENDOPROTECT1 consists of six service modules that complement one another and meet the
varied demands in daily endoscopic practice. The flexible use of the various services provides
customers with financial protection and ensures maximum availability of their investments.
The following modules are available:
Repair service
Technical support
Analysis and consultation

Qualification and training
Service contracts
Process consultation
5
Replacement product
New product
Repair Exchange, Individual Repair, Repair and Replacement

Repair exchange
Maintenance at original manufacturer quality thanks to authorized repair services
Maximum availability with minimal downtime and reduced costs
Long-term value preservation
Individual repair
Thorough inspection at KARL STORZ repair centers

Actual damage used as the basis for calculating repair costs
Restoration of the original performance parameters for every repair
Repair and replacement

Product submitted for repair is severely damaged
Product is not repairable for technical or economic reasons
Replacement with new product in general
6
Exchange
Exchange New purchase
New purchase
Repair
Repair
Repair
Repair
Exchange
Exchange
Repair
Repair
Repair Exchange vs. conventional repairs
You Can Rely on the KARL STORZ Repair Exchange Service!

Conventional repairs decrease product longevity with the product life becoming shorter from
repair to repair. Frequent repairs as well as the need for new acquisitions can lead to greater
costs in the long term. This does not apply to the unique KARL STORZ repair exchange
program. This program creates a service cycle that achieves sustained cost savings in the case
of repairs and a longer product life.
In this context, we would like to point out that KARL STORZ does not provide original
spare parts or manufacturing documents of third-party manufacturers.
7
Value preservation of a KARL STORZ product
Long-term Value Preservation Through the KARL STORZ

Repair Exchange Program
The KARL STORZ manufacturer service makes a major contribution towards the maximum
value preservation of your endoscopic equipment as the repair exchange program creates a
seamless service cycle. Replacement with original products of the same advanced technical
standard ensures long-term value preservation of investments at repair prices. In the long term,
this reduces costs and maximizes the service life of the products used. New investments at
new product prices are almost completely avoided.
Further benefits
Sustainable reduction of repair costs
Maximized product life
Products with state-of-the-art technology
8
KARL STORZ
Repair Exchange
Which Product Groups are Eligible for the KARL STORZ

Repair Exchange Program?
The repair exchange program applies to all of the endoscopic equipment:
Rigid endoscopes
Flexible endoscopes
Instruments
Light cables
Light sources, insufflators, cameras, monitors and other equipment
9
How does the Repair Exchange Process Work?

To participate in the repair exchange program, the customer sends the defect product for
repairs to KARLSTORZ. Immediately after receipt of the product, KARL STORZ supplies an
equivalent replacement product or even a new product in the case of a rigid endoscope.
Within the framework of the service concept, KARL STORZ supports you in achieving the
following three objectives:
Maximum safety optimum availability long-term value preservation
10
How does the Repair Exchange Program Enhance Safety?

The safety of medical devices during use is of fundamental importance. Above all, patients
and users should not be at risk. To maximize safety, the repair exchange program offers the
following benefits:
KARL STORZ original quality
Restoration of the original performance parameters thanks to the use of original
KARLSTORZ replacement parts and manufacturing specifications for every exchange
product.
KARL STORZ warranty

KARLSTORZ provides the same warranty period on all repair exchange products as
we do on new products, above and beyond the legal requirements., i.e. 36 months for
HOPKINS telescopes and 24 months on all other exchange products.
11
How does the Repair Exchange Program Maximize

Availability?
With the repair exchange program, the customer receives an original KARL STORZ
replacement product within a very short period of time. Waiting times associated with
conventional repairs are thus eliminated. To provide optimum availability of endoscopic
equipment, the repair exchange program offers the following services:
Advance replacement
Upon customer request, the repair exchange can be announced in advance by phone,
fax, or email and be ordered as an advance replacement. The replacement product is

generally delivered within 48 hours. This minimizes potential downtimes and associated
costs while safeguarding the treatment of the patient.
Logistics concept
The KARL STORZ service vehicle and various cooperating partners offer a rapid service
as well as individualized support directly onsite with regard to handling, reprocessing,
damage prevention and much more.
12
Functionality
Exchange 1
Exchange 2
Exchange 3
Service life
Service life of a KARL STORZ product
How does the rRepair Exchange Program Ensure Value

Preservation?
Whereas restoration by function only leads to a gradual loss of value, replacement with original
KARLSTORZ products ensures long-term value preservation of investments at repair prices.
In addition to regular repair exchange, we offer our customers the following supplementary
services to ensure the availability of state-of-the-art technology:
Product upgrade
At every exchange, the defective product can be replaced by the latest available
product technology. This ensures the integration of the newest technological product
standard at the customers facility.
Third-party product exchange
For uniform equipment with uniform control elements, third-party products can be
exchanged for corresponding KARLSTORZ products at repair prices.
13
What Other Benefits does the KARL STORZ Repair Exchange

Program Offer?
Transparent and calculable costs
The actual damage of the returned product is used for calculating the repair exchange
cost. The repair exchange is invoiced by classifying the actual damage in defined levels.
Flexibility through product group exchange
If needed, the KARL STORZ exchange program provides flexibility within the product
group: For instance, a 4 mm telescope with 30 direction of view can be replaced by a
same-length 4 mm telescope with 70 direction of view at no additional cost. Seldom

used products can therefore be economically replaced by products that are often used.
This allows inventory optimization without high investment costs.
14
How does KARL STORZ Achieve Uniform Repair Quality

Worldwide?
KARL STORZ repair centers and authorized service partners follow the most stringent
quality requirements and implement these worldwide with each repair. Repair processes are
typically performed close to production and are monitored and optimized at regular intervals.
Consequently, KARL STORZ achieves optimal repair results:
Conformity of the repaired products is ensured
Original performance characteristics are restored

Maximum product life thanks to optimal repairs
15
Service Technicians
In addition to a conventional, centralized repair service we also offer an on-site service
performed by KARL STORZ service technicians. The following services are available on an
individual basis or as a service agreement:
Maintenance of both individual devices and entire systems
Electrical safety tests
Installation/connection of medical facilities
Technical training and instruction of your medical technicians

Technical support for live transmissions
Technical transfer of configured equipment carts
16
Delivery and Collection Service

The KARL STORZ mobile service* maintains a regular delivery and service. A mobile service
courier drives to your facility at fixed times, e.g., once a week, to collect defect products and to
submit them to the KARL STORZ repair cycle. The mobile service courier processes the repair-
exchange request on-site. The replacement products are delivered directly to you.
Advance exchange orders of KARL STORZ can be requested
Cross-manufacturer repair process for full service from a single source
Maintenance at original manufacturer quality as all instruments are processed for

professional repair
Expert on-site support on handling, reprocessing, damage prevention, updates,
upgrades, service contracts and much more
Reliable planning and cost transparency thanks to on-site damage assessment
*T
his service is not available at all locations yet but is currently under development. Please
contact your local KARL STORZ organization.
17
Tray Optimization Added Value for your Instrumentation

Overcoming new challenges together
To facilitate a smooth workflow in the practice and the OR, it is essential that the right
instruments, endoscopes and light cables are ready for use in the right place at the right time.
The following questions are often posed in this context:
How do I optimize instrument trays and sets in terms of equipment and weight?
Are there any problems in the current reprocessing system or workflow and how can
these be rectified?
How can I be certain that all instruments meet current standards?
How can I offer our patients the best possible safety standards?
18
Guaranteeing the Best Possible Patient Safety

A three step process
KARL STORZ answers your questions about tray optimization.
This includes three steps:
Step 1: Tray audit
A function test is performed on your instruments and telescopes, regardless of manufacturer.
Step 2: Analysis
Detailed tray lists and inventories form the basis for a comprehensive evaluation and
recommendation.
Step 3: Optimization
Joint development and integration of a new, optimized inventory for your instrumentation
19
Step 1: Tray audit

Working together for a better overview
In tray audits, all endoscopes, instruments, and light cables are inspected for damage as well
as changes to surfaces or materials and functional testing is conducted.
Assessment using clearly defined criteria, regardless of manufacturer
Identification of sources of problems (e.g. with regard to storage, transportation or
reprocessing/sterilization
Photo documentation of damage
20
The following factors are audited and documented:

Surface finish
(e.g. corrosion, scratches etc.)
Impairment
(e.g. wear and tear, blunt edges, defect serration etc.)
Construction
(e.g. irrigation connector, disassembly etc.)
Need for repairs

(e.g. damage, malfunction, missing small parts etc.)
Serial number
21
Storage Gynecology
Gynecology
Urology
Surgery
Orthopedics
Storage ENT
ENT
0% 20% 40% 60% 80% 100%
No complaint
State of the surface
Need for repairs
Repair replacement recommended Diagram example
Step 2: Analysis
Joint qualitative and quantitative assessment
Regardless of manufacturer, the results of the tray audit recorded by the software are analyzed
with regard to quantity, quality, and composition of the audited endoscopes, instruments and
optical cables.
Detailed tray lists and inventories
Recommendations for removing error and problem sources
Processing proposals for tray optimization and standardization

Results presented to all decision-makers
22
Step 3: Optimization
Achieving goals together
In the third and last step of tray optimization, we will jointly develop a new equipment inventory
that suits your needs. The subsequent analysis takes individual requirements and all relevant
aspects of reprocessing as well as patient and user safety into account.
Your benefits at a glance:

Shorter turnover and packing times

Integration of the latest technological standards
Lower transport weight
Reduced reserve stock
23
Qualification and Training

Endoscopes and endoscopic instrumentation
Training is the basis for the long-term value preservation of endoscopic equipment and for
system availability. Ultimately, the availability of the endoscopic equipment rises as users have
greater knowledge of the equipment. This training offers the following benefits:
Confident handling of endoscopes and instruments for their smooth and reliable use
Reduction in repair costs
Training programs in setup, reprocessing, and storage
24
Learning by Doing
Electronic systems
KARL STORZ offers special training in electronic technology to increase the availability of
electronic systems and minimize potential downtimes:
Special training for medical device engineers
Training programs in commissioning, safety inspections, and maintenance
Immediate actions to take in case of malfunctions
Reduction of downtimes
25
KARL STORZ Service Contracts

Flexible contract models from a single source
KARL STORZ not only provides customers with high-quality products but is also continually
searching for ways and means to make work with KARL STORZ products as convenient as
possible. This lets our customers focus on what matters most the patient.
To relieve customers from the burden of non-medical matters, KARL STORZ has developed a
service contract concept that offers an exclusive service.
This concept is based on the following three-pillar model:

Optimal safety
Maximum availability
Long-term value preservation
26
Premium Service Contract

The Premium Service Contract includes the processing of repair service in the context of an
annual budget that is typically calculated monthly. The customer can add any product groups
to the Premium Service Contract as desired.
Annual detailed analysis of the repair volume
Reduced administrative burden thanks to monthly installments instead of multiple
individual bills
Risks partially assumed by KARLSTORZ if above budget

Complete reimbursement if below budget
We offer two Premium Service Contract models:

Premium Service Contract with Patient Contact
Premium Service Contract with Patient Proximity
27
Patient contact Patient proximity
Premium Service Contract Patient Contact and

PatientProximity
The Premium Service Contract for products with patient contact includes repair service for all
products directly used on the patient. This includes:
Rigid and flexible endoscopes
Instruments
Light cables
The Premium Service Contract with patient proximity includes various services for all products
used within the operating room in the proximity of the patient. This includes:
Cameras
Equipment
OR1 installations
28
Premium
Contract services/contents Basic Maintenance
Repair services
Repair in case of damage X

On-site deployment of technicians in
case of malfunction X X X
Loaner equipment during repair X X
Repair replacement X X
24-hour response time X X
Upgrade to latest product technology X X
Preventive action
Annual safety check X X
Annual preventive maintenance X X
Consultation services
Hotline for consultation and support in

technical matters
Repair and damage overviews X X

Training on reprocessing and
damage prevention X X X
Technician training X X X
Billing
Individual bill for each repair X X X
Annual flat fee for service X
Risk assumed if above budget /

reimbursement if below budget X X
29
Maintenance Contract
In the context of a maintenance contract, KARL STORZ service technicians perform a once
yearly maintenance of the customers devices or OR1 installation(s). Preventive maintenance
reduces downtime and ensures long-term value preservation. The annual maintenance
includes:
Regular safety check
Technical safety checks
Overall function check of individual serviced objects

Documentation of performed testing, work, and the achieved results for each individual
serviced object
Final report and recommendations
30
Software Maintenance Service Contract

The KARLSTORZ Software Maintenance Service Contract offers comprehensive operator
support for KARLSTORZ software products to ensure the highest safety, maximum availability,
and long-term value preservation:
Software maintenance reduces the risk of malfunctions or system failures to a minimum
Automatic transmission of patches and setup of workarounds prevents or eliminates
malfunctions as quickly as possible
The provision of software updates and upgrades for the respective system ensures
future function and reduces potential new investments
31
Process Consultation for Reprocessing Medical Products

Only correctly processed medical products are safe
Hygiene is a fundamental component of the entire health care process and, therefore, requires
a high degree of professional competence and responsibility from all parties involved. The goal
must be to provide suitable procedures for cleaning, disinfection, and sterilization that can
be implemented in the daily routine and that take all valid standards and regulations for each
individual instrument into consideration.
The focus is on:

Legal and regulatory requirements for reprocessing medical products
The safety of patients, users and third parties
Lowering the status of contamination to unavoidable residual risks
32
Use and
disposal
in the OR
(Re)use
Materials and design of medical devices
of products tailored to Innovative
optimal processing storage
systems
Reusable
medical
devices Extensive
cleaning
accessories
On-site
support Processing
instructions and
information materials
Sustainable Usability in Original Quality

Their suitability for processing is the key aspect in the (re)use of medical devices. Therefore,
KARL STORZ ensures as early as in the product development process that the employed
materials and the product design meet the requirements for optimal cleaning, disinfection, and
sterilization, if applicable.
With the KARL STORZ service product process consultation, the key aspect of storage and
cleaning is perfectly integrated into the overall medical care process.
33
34

It is recommended to check the suitability of the product for the intended procedure prior to use.
35
G
Co. K
G m bH &
Z
STOR
KARL trae /Germ
any
i t t e ls g e n
M tlin
2 Tut
7853

L S TORZ
KAR
0
1708-98
(0)746
e +49
Hotlin
96211029 SERVICE 2017 1.0 03/2017/YHL-E
KARLSTORZ GmbH & Co. KG

Mittelstrae 8, 78532 Tuttlingen, Germany
Postbox 230, 78503 Tuttlingen, Germany
Phone: +49 (0)7461 708-0
Fax: +49 (0)7461 708-105
E-Mail: info@karlstorz.com
www.karlstorz.com

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Highlights 2017 Edition 1/2017

KARL STORZ Manufacturer Service

7) Qualification and Training...................................................................................................25

Full Service from a Single Source

developed a comprehensive, innovative, and flexible service program to perfectly complement

The KARL STORZ Service Program

Protection of investments through long-term value preservation thanks to the

Process consultation Technical support

Service contracts Analysis and consultation

Qualification and training

Modular Safe Economical

Analysis and consultation

Repair Exchange, Individual Repair, Repair and Replacement

Thorough inspection at KARL STORZ repair centers

Repair and replacement

Repair Exchange vs. conventional repairs

You Can Rely on the KARL STORZ Repair Exchange Service!

Value preservation of a KARL STORZ product

Long-term Value Preservation Through the KARL STORZ

Which Product Groups are Eligible for the KARL STORZ

Light sources, insufflators, cameras, monitors and other equipment

How does the Repair Exchange Process Work?

How does the Repair Exchange Program Enhance Safety?

KARL STORZ warranty

How does the Repair Exchange Program Maximize

fax, or email and be ordered as an advance replacement. The replacement product is

Service life of a KARL STORZ product

How does the rRepair Exchange Program Ensure Value

What Other Benefits does the KARL STORZ Repair Exchange

same-length 4 mm telescope with 70 direction of view at no additional cost. Seldom

How does KARL STORZ Achieve Uniform Repair Quality

Original performance characteristics are restored

Technical training and instruction of your medical technicians

Delivery and Collection Service

Maintenance at original manufacturer quality as all instruments are processed for

Tray Optimization Added Value for your Instrumentation

Guaranteeing the Best Possible Patient Safety

Step 1: Tray audit

Photo documentation of damage

The following factors are audited and documented:

Need for repairs

0% 20% 40% 60% 80% 100%

Processing proposals for tray optimization and standardization

Your benefits at a glance:

Shorter turnover and packing times

Qualification and Training

Training programs in setup, reprocessing, and storage

KARL STORZ Service Contracts

This concept is based on the following three-pillar model:

Premium Service Contract

Risks partially assumed by KARLSTORZ if above budget

We offer two Premium Service Contract models:

Patient contact Patient proximity

Premium Service Contract Patient Contact and

Contract services/contents Basic Maintenance

Repair in case of damage X

Loaner equipment during repair X X

24-hour response time X X

Upgrade to latest product technology X X

Annual safety check X X

Annual preventive maintenance X X

Hotline for consultation and support in

Repair and damage overviews X X

Individual bill for each repair X X X