Premium
Lean strategy deployment delivers customer satisfaction at GE Healthcare
Author(s) -
Pejsa Paul,
Eng Rich
Publication year - 2011
Publication title -
global business and organizational excellence
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.227
H-Index - 16
eISSN - 1932-2062
pISSN - 1932-2054
DOI - 10.1002/joe.20394
Subject(s) - software deployment , tying , customer satisfaction , business , health care , process management , work (physics) , service (business) , patient satisfaction , computer science , operations management , knowledge management , marketing , engineering , mechanical engineering , economics , economic growth , operating system
When GE Healthcare combined several service divisions to form Clinical Systems Service, it faced the challenge of unifying multiple strategies while improving customer satisfaction. Focusing on the experiences of one of those segments, Monitoring Solutions/Diagnostic Cardiology, the authors show how lean strategy deployment can be used to boost customer satisfaction by improving communications and tying daily work processes to organizational objectives. © 2011 Wiley Periodicals, Inc.