Ge Energy & Ge Healthcare

Using Information Technology to create Strategic Customer Relationships Page 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: 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?

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

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: st --1 Question-Using IT for remote monitoring and diagnostic

Deploy a Technician ahead of a failure

Managing a customer ‘s spare parts inventory

Take on additional tasks

Increase the Profitability

Providing complete access to data& knowledge about the status of equipments

Answers: st --1 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: st --1 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: st --1 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: nd --2 Question--Strategic uses of IT  Differentiate(  Innovate(  Promote

consistent the high-quality power)

improve quality, network efficiency)

Growth( manage regional, global business expansion)

Answers: nd --2 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: rd --3 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: rd --3 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!!!!