CASE STUDY ON GE HEALTHCARE SERVICE OFFERINGS

(INDIA & SOUTH ASIA)

GE Healthcare is the industry leader in medical technology with the largest installed base and a
portfolio tailored to meet the needs of all markets. 2 billion+ patient scans are estimated to be
managed by GE technology globally annually. For over 100 years, we have helped improve patient
outcomes through leading technology expertise.
We are organized as 4 commercial regions with sites around the world to deliver quality products
and a world-class service experience for customers.

• US & Canada
• EMEA (Europe, Middle East and Africa)
• China
• Intercontinental (Japan, AKA, Latam, India and South Asia)
GE Healthcare Services is at the forefront in making our customers more productive. To deliver
service excellence, we strive relentlessly to add new service solutions and digital tools to our
portfolio to minimize unplanned downtime and improve equipment efficiency. The service
solutions portfolio is grouped into 5 categories:

• Corrective repairs: Offer a choice of on-demand service and parts support

• Preventive repairs: Help minimize unplanned downtime by constantly monitoring
equipment’s performance by raising alerts if any deviations from standard protocols are
observed
• Performance solutions: Offer a range of customized support packages to meet customer
specific clinical, operational and financial goals
• Productivity solutions: Help unify data and unlock actionable information to enhance
operational and clinical decision making
• Lifecycle solutions: Help maintain high quality performance over the long term through
regular and ongoing updates and improvements
The Service solutions brochure (Exhibit A) and Services Digital Suite (Exhibit B) provide more
details about the service offerings available in the India & South Asia region.
To cater to the needs of a variety of customers, customers are segmented on the basis of:

• Facility
o Small facility < 100 beds
o Medium facility > 100-150 beds
o Large facility > 500 beds / multiple branches
o Non-hospital diagnostic center
• Public Vs Private
o National private
o Regional private
o National govt. / Academic / Research oriented
o Regional govt.
• Loyalty
o GE loyal
o Competitor loyal
o Open to switching loyalty
Typically service solutions are sold as multi-year contracts. To factor in inflation and preserve
margin, contracts usually account for price escalation i.e., year-on-year service contract price
increase.
Keeping the above customer segmentation and needs in context, specific to India and South Asia
region, GE Healthcare is looking forward to hearing how you would address the following
challenges:

1. What are the current market trends in the healthcare technology services industry
2. Are there any gaps in the current GE Healthcare Service solutions portfolio. What kind of
service offerings would you suggest to help plug this gap
3. What kind of price escalation would be acceptable on the current offerings, and how
would you justify it
4. Can price escalation be sweetened through additional value-adds? What need of the
customer is served through these value-add offerings