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Ge Healthcare

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Submitted By danpal86
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The Restructure of GE Healthcare’s Service on Medical Equipment

Introduction GE Healthcare is a global known publicity traded company that is headquartered in the United Kingdom. GE Healthcare is among the top companies worldwide providing high-end medical equipment and service to hospitals and clinics. The organization I based my OCI paper on is a small section of GE Healthcare that is in charge of providing and servicing high-end medical equipment to the Chicago land area. This area is called the Heartland LCT (Local Customer Team), and it expands as far south as Kankakee IL, and as far north as Waukegan IL. The zone also extends from downtown Chicago to DeKalb IL and all in between. The vast majority of modalities that the LCT services are in the imaging department. The main systems are Magnetic Resonance Imaging (MRI), Computer Tomography (CT), Xray, Ultrasound, and Mammography. The LCT is broken up into teams so that each team services a specific modality in the wide area. Currently there are a total of about 65 field engineers that service these modalities. I am part of a group of 15 fiend engineers that service the MRI’s. I am in charge of several accounts that are located mainly in the west and north suburbs of Chicago. Although this has been a really effective way of servicing these systems in the past, lately we have been loosing some big accounts to the competition. One of the main reasons hospitals decide to go a different route is the way service calls are handled, and to cut down on costs. It seems that they are geared towards an inhouse engineering program what would have the service engineers in the area so that they would be readably available to service the systems within minutes. Our callback time is set for 15 minutes and sometimes it can take up to 2 hours to reach a site depending on how far away it is and also how

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