Roche Group • Group sales for the first quarter up by 17% for the year 2008
Roche Pharmaceuticals • Pharmaceuticals Division posts strong sales growth of 22%. • Avastin successfully launched in Europe for colorectal cancer. • Study shows Avastin also improves survival in lung cancer patients. • Positive data of Avastin also in first-line metastatic breast cancer
• Diagnostics Division opens year with 4%* sales growth.
• Solid gains for diabetes care and molecular diagnostics , including women’s health and blood screening products .
Roche Diagnostics expects sales growth to accelerate, particularly in the second half, following new product launches in major markets.
They directly did a survey with customers on a 5 points scale.
Roche Diagnostics came up with the idea of Hotline number(Toll Free), where customer can directly interact with concerned person.
They created a single group of service representatives who were trained to provide order assistance.
Medical technical support team was also formed for instant reply of queries.
QUESTION 2:What are the pros and cons. Of benchmarking specific performance measures ?
It is the process through which one company compares it’s performances from other company.
Following are the pros and cons of performance benchmarking:
After getting information from customer , company will know about the quality of the service and according to this they can improve the quality of the service and it help to beat the competition of the market.
If the quality of the service is the best then there is the possibility of ignorance to improve the quality in the future and competitors can get the benefits from this.
QUESTION 3: Why would a linkage between customer satisfaction & Profitability be expected ?
QUESTION 4: Develop a 10 item vertical marketing audit on customer satisfaction for Roche diagnostics ?
What is the Marketing Audit ?
A marketing audit is a comprehensive, systematic, independent, and periodic examination of a company’s, business unit’s, marketing environment, objectives, strategies, and activities with a view of determining problem areas and opportunities and recommending a plan of action to improve the company’s marketing performance.