Word - Exer List-
Using Information Technology to create
Strategic Customer Relationships
GE Energy &
GE Healthcare
GROUP MEMBERS
Md. Mahedi Mahfuj
Mostafizur Rahman
Md. Habibur Rahman
BIT 0207
BIT 0211
BIT 0216
8/2/2012
2
Overview
•
•
•
•
•
•
About GE & their products
Past Scenario
Present Scenario
Use of IT
Comparative Analysis
Case Study Questionnaires
8/2/2012
3
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
8/2/2012
4
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
8/2/2012
5
Case
Introduction
GE DivisionsGE Capital,
GE Energy,
GE Technology Infrastructure,
GE Home & Business Solution.
GE Market ActivitiesGeneration, transmission and distribution of electricity (e.g. nuclear, gas and solar), lighting, industrial automation, medical imaging equipment, motor & railway locomotives etc.
8/2/2012
6
Before using IT
• Lack of network connectivity.
• Poor customer relationship.
• Equipment failure created customer dissatisfaction.
• Customers had to pay hefty regulatory compliance fines.
8/2/2012
7
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).
8/2/2012
8
After using IT
GE Energy:
Additional tasks
-Customers' spare parts inventory.
-Complete access to data and knowledge about the status of the equipment.
Strategic Customer Relationships
GE Energy &
GE Healthcare
GROUP MEMBERS
Md. Mahedi Mahfuj
Mostafizur Rahman
Md. Habibur Rahman
BIT 0207
BIT 0211
BIT 0216
8/2/2012
2
Overview
•
•
•
•
•
•
About GE & their products
Past Scenario
Present Scenario
Use of IT
Comparative Analysis
Case Study Questionnaires
8/2/2012
3
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
8/2/2012
4
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
8/2/2012
5
Case
Introduction
GE DivisionsGE Capital,
GE Energy,
GE Technology Infrastructure,
GE Home & Business Solution.
GE Market ActivitiesGeneration, transmission and distribution of electricity (e.g. nuclear, gas and solar), lighting, industrial automation, medical imaging equipment, motor & railway locomotives etc.
8/2/2012
6
Before using IT
• Lack of network connectivity.
• Poor customer relationship.
• Equipment failure created customer dissatisfaction.
• Customers had to pay hefty regulatory compliance fines.
8/2/2012
7
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).
8/2/2012
8
After using IT
GE Energy:
Additional tasks
-Customers' spare parts inventory.
-Complete access to data and knowledge about the status of the equipment.