Name: Himanshu Patnekar Roll No: 304222 Class: B2B (A) Case No.

10

CULTURE OF SERVICE: GENERAL ELECTRIC

Introduction: This case gives us the details of how GE manages its aircraft engines and medical systems business. Analysis and Questions: 1. Following are some of the competitors of GEs aircraft engine manufacturing division: Pratt& Whitney

Armstrong Siddeley Rolls-Royce CFM International de Havilland Chevrolet Ford MotorCompany Mitsubishi HeavyIndustries

2. A boundary less organization is an organization where no structures or bounds constrain communication. Communication is direct and free flowing. There is no unnecessary formality or bureaucracy. This helps in better communication between the company and its customers as well as suppliers. Also, this practice is rapidly being adopted by organizations around the world. 3. Communication and transparency is the key to the relationship that GE and Lufthansa share. There is free flow of information between both the parties within their own organization and across the two organization. GE has assigned a team of technicians and engineers to Lufthansa maintenance shop. They constantly guide the airlines in case of any technical problems. This ensures that there is daily communication between the two parties. GE also has a special customer team or CT which formally manages the account. This team consists of personnel from different departments across the organization. This team is always in contact with each other and communicate continuosly to ensure that all the customer needs are met. GE also makes sure that the customers problem is first sorted out and then the issues about who should take the onus of the problem is dealt with. This combined with the different tools that GE provides its customers like the extranet, helps them to maintain a steady and healthy relationship with its customers.

4. I visited Srujan Clinic for this case. The doctor is a gynecology specialist. There are various modern equipments like the X-ray machine and the Sonography machine in the clinic. When I asked the doctor about the service provided, he told me that he had bought the machines from a good dealer in the vicinity and that the Siemens brand name was the main factor that he bought those machines. He was willing to pay a premium price to ensure that the machines work without any problems. He told me that the machines were very good, but when there was some problem with the Sonography machine, the service he received was not good. He contacted his dealer, who in turn contacted the Siemens company technician. The technician came after two weeks. The doctor had to use a nearby clinics machine in the meantime. He told me that it was not the money he had to pay to the other hospital for the use of their machine that made his angry but the inconvenience his patients had to face because of the delay in service. He expected the service to be much faster and now is rethinking his decision of buying the machine.