Survey Ranks GE #1 in Key Areas of Ultrasound Radiology/OB
by Barbara Kram, Editor | October 10, 2006
WAUKESHA, WI. - IMV Limiteds 2006 ServiceTrak survey has named the GE Healthcare unit of GE (NYSE:GE) #1 in 13 key performance categories for Radiology/OB Ultrasound Service including effectiveness in resolving problems, remote-service diagnostic efficiency, and overall service performance relative to charge.
This ranking demonstrates our continued commitment to the world-class customer support and service excellence that customers have come to expect from GE, said Hooman Hakami, Vice President & General Manager, Clinical Systems Services, GE Healthcare. We are proud of the metrics uncovered by ServiceTrak, and pleased to have led the field with 99% of our customers placing GE in the excellent, good and fair categories.
Hakami was also pleased that, in just one year, GE had posted significant improvements in 26 of the 33 performance categories.
These improvements indicate that GE is not only listening to customers, but is also going to great lengths to address any issues they might have, he said. The customer experience is driving our changes, and their feedback has changed our service-delivery strategy. In fact, our entire company is making major investments in the people and processes with the greatest impact on our customers and our Service customers are reaping the rewards.
Hakami said these improvements are largely the result of GE dedicating resources to each market segment including Multivendor operations in support of teams of highly trained field engineers (FEs).
Our FEs now have all the resources they need to support and confidently communicate with our customers. And were already seeing major-league improvements in their effectiveness. For instance, we ranked #1 in two categories that are a direct result of these measures FE attitude and the degree to which they meet commitments.
Other innovations that have been pioneered in recent months, he said, include a Customer Loyalty Leaders program to improve customer-direct support, enhanced parts availability to boost system uptime, and a doubling of the Online Center staff to speed response times.
IMV Limited is an independent survey group that provides the healthcare community with a wide range of product- and service-performance measurements. Each year, the organization interviews hundreds of chief technologists, managers, supervisors, radiology administrators and technologists at hospitals large and small, from coast to coast, and publishes the results in its ServiceTrak reports.
This ranking demonstrates our continued commitment to the world-class customer support and service excellence that customers have come to expect from GE, said Hooman Hakami, Vice President & General Manager, Clinical Systems Services, GE Healthcare. We are proud of the metrics uncovered by ServiceTrak, and pleased to have led the field with 99% of our customers placing GE in the excellent, good and fair categories.
Hakami was also pleased that, in just one year, GE had posted significant improvements in 26 of the 33 performance categories.
These improvements indicate that GE is not only listening to customers, but is also going to great lengths to address any issues they might have, he said. The customer experience is driving our changes, and their feedback has changed our service-delivery strategy. In fact, our entire company is making major investments in the people and processes with the greatest impact on our customers and our Service customers are reaping the rewards.
Hakami said these improvements are largely the result of GE dedicating resources to each market segment including Multivendor operations in support of teams of highly trained field engineers (FEs).
Our FEs now have all the resources they need to support and confidently communicate with our customers. And were already seeing major-league improvements in their effectiveness. For instance, we ranked #1 in two categories that are a direct result of these measures FE attitude and the degree to which they meet commitments.
Other innovations that have been pioneered in recent months, he said, include a Customer Loyalty Leaders program to improve customer-direct support, enhanced parts availability to boost system uptime, and a doubling of the Online Center staff to speed response times.
IMV Limited is an independent survey group that provides the healthcare community with a wide range of product- and service-performance measurements. Each year, the organization interviews hundreds of chief technologists, managers, supervisors, radiology administrators and technologists at hospitals large and small, from coast to coast, and publishes the results in its ServiceTrak reports.
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