Using IT for remote monitoring and data analysis, GE Energy is able to deploy technicians ahead of failures to increase uptime and charge higher service fees. GE Healthcare uses IT to analyze demographic data to estimate imaging needs for customers and determine leasing and usage fees. Other companies can benefit from strategic customer relationships using IT for services like online warranty checks, spare part searches, and device drivers.

1. Using Information Technology to create
Strategic Customer Relationships
GE Energy &
GE Healthcare

2. GROUP MEMBERS
Md. Mahedi Mahfuj BIT 0207
Mostafizur Rahman BIT 0211
Md. Habibur Rahman BIT 0216
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3. Overview
• About GE & their products
• Past Scenario
• Present Scenario
• Use of IT
• Comparative Analysis
• Case Study Questionnaires
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4. Case
Introduction
Internet offers for
large- scale storage
and
data analysis.
IT provides
-Continual monitoring of products
-Access at customers’ sites
-Cheap connectivity
-Building strategic customer relationships
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5. Case
Introduction
GE -General Electric company
GE is an American Multinational Conglomerate Corporation.
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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6. Case
Introduction
GE Divisions-
GE Capital,
GE Energy,
GE Technology Infrastructure,
GE Home & Business Solution.
GE Market Activities-
Generation, transmission and distribution
of electricity (e.g. nuclear, gas and solar), lighting, industrial
automation, medical imaging equipment, motor & railway
locomotives etc.
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7. Before using IT
• Lack of network connectivity.
• Poor customer relationship.
• Equipment failure created customer dissatisfaction.
• Customers had to pay hefty regulatory compliance fines.
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8. After using IT
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.
Charge $500 to $600 per hour for technical support
(while most manufacturers can not charge >$100 per hour
for the same technician).
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9. After using IT
GE Energy:
Additional tasks
-Customers' spare parts inventory.
-Complete access to data and knowledge
about the status of the equipment.
Monitoring everything in ‘real time’.
Huge customer dependency.
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10. After using IT
GE Healthcare:
Typical customer-
Medical radiology clinic for a MRI machine
GE has tended to lease their machines
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11. After using IT
GE Recognition & Ranking:
• 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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12. Case Study
Questions(1)
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13. Answer
large- scale storage and data analysis.
Continual monitoring of products.
Access at customers’ sites.
Cheap connectivity.
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14. Answer
Using IT for remote monitoring and diagnostic
Deploy a Technician Take on Increase the
ahead of a failure additional tasks Profitability
Managing a customer ‘s Providing complete access to
spare parts inventory data & knowledge about the
status of equipments
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15. Answer
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
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16. Answer
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)
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17. Answer
Benefits for customers:
Save time and costs.
Customers are provided with info, instruction about the
products.
High-quality maintenance services
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18. Case Study
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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19. Answer
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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20. Answer
• 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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21. Case Study
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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22. Answer
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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23. Answer
• Leasing & Financing:
Help customers transition from existing equipment to
the latest technology.
• Reduce risk for customers.
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24. Motive
Gary 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.”
“To monitor everything in real time."
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25. CONCLUSION
• Using IT of remote monitoring and diagnostic for those
products sold to customers.
• 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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26. Any
Question ?
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27. Thank
You
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28. Figure 2.3
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