Date post: | 17-Dec-2014 |
Category: |
Technology |
Upload: | nasscom |
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1 /GE Title or job number /
04/10/2023
Customer Voice to Customer Experience
Shyam RajanCTO – GE Healthcare India
Nasscom Engineering Summit 2013
2 GE Title or job number
04/10/2023
Whose Voice is it?
Goal 4Reduce Child
Mortality
United Nations
Millennium Development
Goals
–CLINICAL EFFICACY• 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:• Delicate, bulky (not robust & reliable)
or easy to use• Breaks down frequently & not easy to
clean/maintain
3 GE Title or job number
04/10/2023
A Product is the Manifestation of a customer need
Experience
Product /
Outcome
Customer Need
• Devpt Process
• Design controls
• Supply chain• Design
Transfer• Fulfillment• Costs
• VOC• Market research• Customer
Empathy• Needs analysis• Segmentation• Conjoint analysis• URS
• Product features
• Economic value
• Clinical Value• Quality• Aspirational
fulfilment
Go to Market
Channels Launch Sales
training
Impact
Proprietary & confidential – shared under non-disclosure agreement
Do not distribute
$ $$ $$$ $$$$
Traditional portfolio differentiation:
price vs. features
Featu
res
Price
cost = functionality,
quality
GAP
Making Impact - “Just what’s needed”
Differentiation: meets basic rqmts; innovates
along new axes
Focus on sustainability
User-friendly simplicityModular serviceability
Portability
Few / no consumables
Rugged reliability
Extreme affordability
Protracted power
5 GE Title or job number
04/10/2023
“Need” “Impact”
Precise printer to Bus ticket printer
Custom Power supply to Mobile Charger
Hydraulic lift to manual crankCust
omer You
6 GE Title or job number
04/10/2023
Find the 3 buttons that people need in your product…..
..and make them “unbreakable”