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7 November, 2022
Device instructions help customers and are required by regulatory agencies — but they can also contribute to waste. The pacemaker packages previously included a multi-language CD and multiple sets of paper instructions, with relevant languages for each country they might be shipped to.
Based on findings from the pilot project, Global Operations and Supply Chain moved most instructions online. If a device goes to a country that requires paper instructions, our local distribution centres now add only a single set of paper instructions.
This approach is called last-mile customization: Devices remain in a standard format for as long as possible and are customized when there is demand.
“We can be more flexible to make sure we’re supporting customers no matter where they are in the world and what regulatory requirements are in place,” said Guillaume Mestrallet, business process improvement manager, who led the project’s implementation. “And we’re also doing the right thing for the environment by removing waste from our processes.”