GE Energy & GE Healthcare

Using Information Technology to create Strategic Customer

RelationshipsPage 54

Group Members:

Nguyen Dang Khoa Pham Thi Thao Ly Pham Thi Huyen Trang Nguyen Thanh Huyen Nguyen Thuy Giao Nguyen Thi Hong Mi Nguyen Thi Cam Van

Case Introduction

The Internet rapidly advanced capabilities for large- scale storage and data analysis.

GE Energy Invested heavily in IT for remote monitoring and diagnostics.

Deploy a technician ahead of a failure as opposed to on a planned schedule, based on assumptions about the maintenance

Case Introduction

Charge $500 to $600 per hour for technical support

(while most manufacturers can not charge >$100 per hour for the same technician)

GE Energy: Turbine

Case Introduction

GE healthcare: its typical customer is Medical radiology clinic for a MRI machine

GE has tended to lease their machines

Questions:

Questions:

How could other companies benefit from the use of IT to build strategic customer relationships? Provide or propose several examples of such uses

What strategic uses of IT discussed in this chapter and summarized in Figures 2.3 and 2.5 do you see implemented in this case?

Answers:--1st Question-- The Internet rapidly advanced large scale

storage and data analysis:

+ Products could be networked and accessed at customer sites.

+ Connectivity was cheap.

Answers:--1st Question--

Using IT for remote monitoring and diagnostic

Deploy a Technician ahead 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

Answers:--1st Question-- Using IT for network monitoring, diagnostic and

data analysis of the customer’s service data

( Demographic data) To estimate the number of “images” that will be required

over the life of the contract

Answers:--1st Question--

Using IT to analyze the Demographic

To estimate the amount that they will charge their customer

Full Payment = Leasing fee + Using fee ( number of images)

Answers:--1st Question– Benefits for Customers

Save time and costs( for announcing damage to suppliers)

Customers are provided with info, instruction about the products,

High-quality maintenance services

Answers:--2nd Question--Strategic uses of IT Differentiate( consistent the high-quality power)

Innovate( improve quality, network efficiency)

Promote Growth( manage regional, global business expansion)

Answers:--2nd Question--Strategic uses of IT Invest in advance IT applications that build

barriers to entry against competitors.

Invest in IS people, support personnel, hardware, software( upgrade, update) and networks

Answers:--3rd Question--Other companies

[ www.hp.com ] Hewlett Packard

Checking serial number for registration and checking warranty duration online .

Finding the spare accessories

Device drivers is easy to find online

Answers:--3rd Question--Other companies

[ www.hp.com ] Hewlett Packard

Leasing & Financing:

+ Help customers transition from existing equipment to the latest technology.

Reduce risk for customers

Customers will get more returns from IT investment

Conclusions: Using IT of remote monitoring and diagnostic

for those products sold for customers

Using IT of analyzing the Demographics for charging the full payment to customers.

Save times and costs for both

Many companies in the world are follow by this way

Thanks for your listening!!!!