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CASE STUDY
Presented by:-
DATE – 15/09/09
AVICK BISWAS
I.S.B&M,
BANGALORE
SUMMARY OF THE CASE
• Roche Diagnostics systems Is the US affiliated, Swiss based Roche group.
• It specializes in medical and testing equipments used by medical staff for
diagnostics purposes and by pharmaceutical firms for product testing.
• The case focuses:
1. Developing measures of customer satisfaction.
2. The link between customer satisfaction and profitability.
• For more than 113 years Roche has played a pioneering role in
healthcare.
• Roche is providing the first product that are tailored to the needs of
specific patient groups.
• Roche has Pharma Research centers around the world with more than
2500 scientists.
MARKET SHARE
ORIGIN OF MATERIALS
COMPANIES INTERNAL STRENGTH & WEAKNESSES
INTERNAL STRENGTHS:
• Continuous improvement.
• Commitment to Responsibility.
• Commitment to Performance.
COMPANIES INTERNAL STRENGTH
COMPANIES INTERNAL WEAKNESSES
INTERNAL WEAKNESS:
• Use of molecular insights and diagnostic tests to better tailor medicines and manage a
patient’s disease.
• Respect for the individual- They believe that the success of their company
depends on the combined talents and performance of dedicated
employees.
• Increase in Substitutes .
• Commitment to Society.
• Emerging markets
• Siemens.
• General Electrics.
• Philips.
• Sanyo.
• Abbott laboratories.
• Sanofi Aventis.
RECOMMENDATIONS
• Availability of more toll-free numbers for customers to interact.
• Take the feedback from the customer and take the actions as soon as possible.
• High risk.
• If customers are satisfied with the company, then they will be loyal
to the company.