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Customer Voice to Customer Experience
Nasscom Engineering Summit 2013

Shyam Rajan
CTO – GE Healthcare India

1/
GE Title ...
Whose Voice is it?

–CLINICAL EFFICACY

United Nations
Millennium
Development
Goals

•
•

Warm up time, uniformity, intens...
A Product is the Manifestation of a customer
need

Customer
Need
•
•
•
•
•
•

Devpt Process
Design
controls
Supply chain
D...
Making Impact - “Just what’s
needed”

Features

Traditional portfolio
differentiation: price
vs. features

GAP
$

$$

$$$
...
Precise printer to Bus ticket
printer

Custom Power supply to Mobile
Charger

Hydraulic lift to manual crank

5
GE Title o...
Find the 3 buttons that people
need in your product…..

..and make them
“unbreakable”

6
GE Title or job number
10/28/2013
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NASSCOM Engineering Summit 2013: Customer voice to customer experience - Shyam Rajan, GE Health Care

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Customer voice to customer experience

Shyam Rajan, Chief Technology Officer, GE Health Care

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NASSCOM Engineering Summit 2013: Customer voice to customer experience - Shyam Rajan, GE Health Care

  1. 1. Customer Voice to Customer Experience Nasscom Engineering Summit 2013 Shyam Rajan CTO – GE Healthcare India 1/ GE Title or job number / 10/28/2013
  2. 2. Whose Voice is it? –CLINICAL EFFICACY United Nations Millennium Development Goals • • Warm up time, uniformity, intensity, temp control, alarms Overall time spent in NICU –COST (TCO): • • • Initial Cost too high* High Operation (electricity) & Maintenance (repair) costs Consumable costs –EASE of USE: Goal 4 • Reduce Child Mortality • Delicate, bulky (not robust & reliable) or easy to use 2 Breaks down frequently & not easy job number GE Title or to 10/28/2013 clean/maintain
  3. 3. A Product is the Manifestation of a customer need Customer Need • • • • • • Devpt Process Design controls Supply chain Design Transfer Fulfillment Costs • • • • • • • VOC Market research Customer Empathy Needs analysis Segmentation Conjoint analysis URS Product / Outcome • • • • • Experience Product features Economic value Clinical Value Quality Aspirational fulfilment Impact Go to Market Channels Launch Sales training 3 GE Title or job number 10/28/2013
  4. 4. Making Impact - “Just what’s needed” Features Traditional portfolio differentiation: price vs. features GAP $ $$ $$$ $$$$ Price cost =  functionality,  quality Differentiation: meets basic rqmts; innovates along new axes        Rugged reliability Modular serviceability User-friendly simplicity Few / no consumables Extreme affordability Portability Protracted power Focus on sustainability Proprietary & confidential – shared under non-disclosure agreement Do not distribute
  5. 5. Precise printer to Bus ticket printer Custom Power supply to Mobile Charger Hydraulic lift to manual crank 5 GE Title or job number 10/28/2013
  6. 6. Find the 3 buttons that people need in your product….. ..and make them “unbreakable” 6 GE Title or job number 10/28/2013

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