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GE Energy & GE Energy & GE HealthcareGE Healthcare
Using Information Technology to create Strategic Customer Relationships
GE HealthcareGE Healthcare
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GROUP MEMBERSGROUP MEMBERS
Md. Mahedi Mahfuj BIT 0207Mostafizur Rahman BIT 0211Md. Habibur Rahman BIT 0216Md. Habibur Rahman BIT 0216
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OverviewOverview
• About GE & their products• Past Scenario• Present Scenario• Present Scenario• Use of IT• Comparative Analysis• Case Study Questionnaires
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Case Case Case Case Case Case Case Case IntroductionIntroductionIntroductionIntroductionIntroductionIntroductionIntroductionIntroduction
v Internet offers for large- scale storage
and and data analysis.
v IT provides-Continual monitoring of products-Access at customers’ sites-Cheap connectivity-Building strategic customer relationships
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Case Case Case Case Case Case Case Case IntroductionIntroductionIntroductionIntroductionIntroductionIntroductionIntroductionIntroduction
GE -General Electric company
v GE is an American Multinational Conglomerate Corporation.v Premier model for downstream service expansion.v Premier model for downstream service expansion.
Motto- Imagination at work
Headquarter - Fairfield, Connecticut, United States.
Chairman & CEO -Jeffrey Immelt
CIO -Gary Reiner
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Case Case Case Case Case Case Case Case IntroductionIntroductionIntroductionIntroductionIntroductionIntroductionIntroductionIntroduction
GE Divisions-GE Capital, GE Energy, GE Technology Infrastructure, GE Home & Business Solution.GE Home & Business Solution.
GE Market Activities-Generation, transmission and distribution
of electricity (e.g. nuclear, gas and solar), lighting, industrialautomation, medical imaging equipment, motor & railwaylocomotives etc.
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Before using ITBefore using ITBefore using ITBefore using ITBefore using ITBefore using ITBefore using ITBefore using IT
• Lack of network connectivity.
• Poor customer relationship.• Poor customer relationship.
• Equipment failure created customer dissatisfaction.
• Customers had to pay hefty regulatory compliance fines.
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After using ITAfter using ITAfter using ITAfter using ITAfter using ITAfter using ITAfter using ITAfter using ITGE Energy:
q Invested heavily in IT for remote monitoring and diagnostics.
q Deploy a technician ahead of a failure as opposed to on a planned schedule.
q Charge $500 to $600 per hour for technical support(while most manufacturers can not charge >$100 per hourfor the same technician).
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After using ITAfter using ITAfter using ITAfter using ITAfter using ITAfter using ITAfter using ITAfter using ITGE Energy:
q Additional tasks-Customers' spare parts inventory.-Customers' spare parts inventory.-Complete access to data and knowledge about the status of the equipment.
q Monitoring everything in ‘real time’.
q Huge customer dependency.
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After using ITAfter using ITAfter using ITAfter using ITAfter using ITAfter using ITAfter using ITAfter using ITGE Healthcare:
Typical customer-Typical customer-Medical radiology clinic for a MRI machine
ü GE has tended to lease their machines
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After using ITAfter using ITAfter using ITAfter using ITAfter using ITAfter using ITAfter using ITAfter using IT
GE Recognition & Ranking:
• No 6 largest firm(Fortune)• No 6 largest firm(Fortune)• No 14 most profitable firm(Fortune)• No 7 company for leaders (Fortune)• No 5 best global brand (Interbrand)• No 82 green company (Newsweek)• No15 most admired company (Fortune)• No 19 most innovative company (Fast Company).
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Case StudyCase StudyCase StudyCase StudyCase StudyCase StudyCase StudyCase StudyQuestions(1)Questions(1)Questions(1)Questions(1)Questions(1)Questions(1)Questions(1)Questions(1)
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AnswerAnswerAnswerAnswerAnswerAnswerAnswerAnswer
v large- scale storage and data analysis.
v Continual monitoring of products.v Continual monitoring of products.
v Access at customers’ sites.
v Cheap connectivity.
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AnswerAnswerAnswerAnswerAnswerAnswerAnswerAnswerUsing IT for remote monitoring and diagnostic
Deploy a Technician Increase the Take on Deploy a Technicianahead of a failure
Increase the Profitability
Take on additional tasks
Managing a customer ‘s spare parts inventory
Providing complete access to data & knowledge about the status of equipments
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AnswerAnswerAnswerAnswerAnswerAnswerAnswerAnswerv Using IT for network monitoring, diagnostic and data analysis of
the customer’s service data( Demographic data).
q To estimate the number of “images” that will be required over the life of the contractthe life of the contract
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AnswerAnswerAnswerAnswerAnswerAnswerAnswerAnswer
v Using IT to analyze the Demographic.
q To estimate the amount that they will charge their customer.customer.
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Full Payment = Leasing fee + Using fee ( number of images)
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AnswerAnswerAnswerAnswerAnswerAnswerAnswerAnswer
Benefits for customers:Benefits for customers:Benefits for customers:Benefits for customers:
v Save time and costs.v Save time and costs.v Customers are provided with info, instruction about the
products.v High-quality maintenance services
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Case StudyCase StudyCase StudyCase StudyCase StudyCase StudyCase StudyCase StudyQuestions(2)Questions(2)Questions(2)Questions(2)Questions(2)Questions(2)Questions(2)Questions(2)
• What strategic uses of IT discussed in this chapter and summarized in Figure 2.3 and Figure 2.5 do you see implemented in this case?
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implemented in this case?
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AnswerAnswerAnswerAnswerAnswerAnswerAnswerAnswer
Strategic Uses of IT:Strategic Uses of IT:Strategic Uses of IT:Strategic Uses of IT:
• Differentiate( consistent the high-quality power)
• Innovate( improve quality, network efficiency)
• Promote Growth( manage regional, global business expansion)
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AnswerAnswerAnswerAnswerAnswerAnswerAnswerAnswer
• Invest in advance IT applications that build barriers to entry against competitors.
• Invest in IS people, support personnel, hardware, software( upgrade, update) and networks.
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Case StudyCase StudyCase StudyCase StudyCase StudyCase StudyCase StudyCase StudyQuestions(3)Questions(3)Questions(3)Questions(3)Questions(3)Questions(3)Questions(3)Questions(3)
• How could other companies benefit from the use of IT to build strategic customer relationships? Provide or propose an example of such uses.
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an example of such uses.
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AnswerAnswerAnswerAnswerAnswerAnswerAnswerAnswer
Example:[ www.hp.com ] Hewlett Packard
• Checking serial number for registration and checking warranty duration online .
• Finding the spare accessories.
• Device drivers are easy to find online.
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AnswerAnswerAnswerAnswerAnswerAnswerAnswerAnswer• Leasing & Financing:
Help customers transition from existing equipment to the latest technology.
• Reduce risk for customers.
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MotiveMotiveGary Reiner:
"We are not waiting for end-of-the-month or end-of the-quarter or even end-of-the-week results anymore before we act. We now respond continuously.”continuously.”
“To monitor everything in real time."
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CONCLUSIONCONCLUSION• Using IT of remote monitoring and diagnostic for those
products sold to customers.
• Using IT in analyzing the Demographics for charging the • Using IT in analyzing the Demographics for charging the full payment to customers.
• Save time and costs.
• Many companies in the world are following this way.
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Any
?Question ?8/2/2012 26
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Thank
YouYou
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Figure 2.3Figure 2.3
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