Roche Diagnostic System (B)

Published 10 Jan 1997
Reference 4680
Topic Operations
Industry Medical Practice
Region Europe
Summary

Roche Diagnostics Division designs, manufactures and markets a range of in vitro diagnostic systems that consist of electronic instrumentation and chemical reagents. Case (B) shows how the entire approach needed to be re-evaluated by introducing and publicising key measurements and by integrating the new practices into the normal operations, and how the company managed to achieve impressive results in climate change, alignment of headquarters to subsidiaries, and final customer delight and loyalty.

Teaching objectives

Quality and service continuous improvement process. How to put into place internal and external measurements. Role of line management in assuring action in service quality. Getting buy-in and internal marketing. Tying actions to reward and appraisal systems. Benchmarking. The leaking bucket model (keeping customers loyal and/or getting new customers in). Key success factors in a major change of orientation.

Keywords
  • Roche Diagnostic System
  • Change management
  • Customer delight
  • In vitro diagnostic systems
  • Customer loyalty
  • Electronic instrumentation
  • Leaking bucket model
  • Quality of service