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Case
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Reference no. 604-034-1
Authors: Stephen E Chick
Published by: INSEAD
Originally published in: 2004
Version: 04.2004
Notes: To maximise their effectiveness, colour items should be printed in colour.

Abstract

This is part of a case series. Roche Diagnostics Division designs, manufactures and markets a range of in vitro diagnostic systems that consist of electronic instrumentation and chemical reagents. Case (A) sets the scene in 1991. It describes the launch of a service quality process to improve service from headquarters to subsidiary companies and eventually from subsidiaries to end customer. The actions taken included a 'launch' event and the publication of service standards in a booklet for all head-office staff which expressed what the subsidiary expected in terms of service. Error chasing groups were formed but did not produce actionable results. But this change process generated few concrete results.
Location:
Size:
55,000 employees
Other setting(s):
1990-1995

About

Abstract

This is part of a case series. Roche Diagnostics Division designs, manufactures and markets a range of in vitro diagnostic systems that consist of electronic instrumentation and chemical reagents. Case (A) sets the scene in 1991. It describes the launch of a service quality process to improve service from headquarters to subsidiary companies and eventually from subsidiaries to end customer. The actions taken included a 'launch' event and the publication of service standards in a booklet for all head-office staff which expressed what the subsidiary expected in terms of service. Error chasing groups were formed but did not produce actionable results. But this change process generated few concrete results.

Settings

Location:
Size:
55,000 employees
Other setting(s):
1990-1995

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