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Case Studies by Stephen E. Chick

21 case studies

by Publication Date
published: 01 Jan 2004

  • Topic: Operations
  • Industry: Medical Diagnostic Systems
  • Region: Europe

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Abstract:
Case (A) describes Roche Diagnostics Division designs, manufactures and markets a range of in vitro diagnostic systems that consist of electronic instrumentation and chemical reagents. Case (A) sets the scene in 1991. It describes the launch of a service quality process to improve service from headquarters to subsidiary companies and eventually from subsidiaries to end customer. The actions taken included a launch event and the publication of service standards in a booklet for all head-office staff, which expressed what the subsidiary expected in terms of service. Error chasing groups were formed but did not produce actionable results. But this change process generated few concrete results.

Pedagogical Objectives:
Quality and service continuous improvement process How to put into place internal and external measurements Role of line management in assuring action in service quality Getting buy-in and internal marketing Tying actions to reward and appraisal systems Benchmarking The leaking bucket model (keeping customers loyal and/or getting new customers in) Key success factors in a major change of orientation

Keywords:
Roche Diagnostic System, Change Management, Customer Delight, In Vitro Diagnostic Systems, Customer Loyalty, Electronic Instrumentation, Leaking Bucket Model

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