1 / 6

General Electric Medical Systems

General Electric Medical Systems. GE Medical Systems: Case Objectives. To explore the role of services in a manufacturing context To analyze the effectiveness of GE Medical Systems TiP strategies To understand the pros and cons of bundling and unbundling services and manufactured products

stacey
Download Presentation

General Electric Medical Systems

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. General Electric Medical Systems

  2. GE Medical Systems: Case Objectives • To explore the role of services in a manufacturing context • To analyze the effectiveness of GE Medical Systems TiP strategies • To understand the pros and cons of bundling and unbundling services and manufactured products • To appreciate the challenges and issues in going from a free to fee-based pricing system • To understand the tradeoffs in moving a service organization from a cost center to having profit and loss responsibility

  3. Customer Roles in Service Delivery Productive Resources Contributors to Quality and Satisfaction Competitors

  4. Characteristics of an Effective Service Guarantee Source: Christopher W.L. Hart, “The Power of Unconditional Guarantees,” Harvard Business Review, July-August, 1988, pp. 54-62.

  5. Learnings from GE Readings and GEMS Case • Strategic shift at GE to go deeper into services (this is true for many large manufacturers) • Implementation of this shift is clearly seen in GE Medical Systems • Services in this type of context can encompass: • “break and fix” services including remote system • diagnostics • value-added services like asset management and equipment utilization • customer training and education • consulting on data integration, usage, strategy • Importance of understanding what the customer really wants, and customizing offerings to fit • Importance of managing customer expectations and defining value from their perspective (e.g. free vs. fee)

  6. Learnings from GE Readings and GEMS Case (Cont’d) • A “well-trained customer is a happy customer” • Customer education is an ongoing process, occurring throughout the life cycle of the product and the customer • Customer needs for education go far beyond technical product application knowledge • Technology enables numerous cost-effective delivery alternatives

More Related