Service Magazine Fall 2017

@Service Magazine Summer 2017 | 3 Team, CHANGE - You can’t spell “change” without “GE”! Whether you’re a 30+ year GE veteran, or newer to our team, without a doubt you’ve experienced a lot of change. Over the last couple of years, we’ve witnessed a tremendous revamping of the entire GE portfolio. From the selloff of most of GE Capital and GE Appliances, the acquisition of Alstom in GE Energy, and the merger with Baker Hughes in GE Oil and Gas – a lot has changed. And last month we witnessed something that’s only happened 10 times in our 125-year history: the appointment of a new GE CEO! We should all take great pride that ‘our boss’ — John Flannery — was selected as the next CEO. John is a strong leader who always puts the customer first, has great business instincts, and truly cares about culture and the importance of building great teams. It also doesn’t hurt that he knows and loves the Healthcare business! John is the right leader to navigate GE through its next chapter with challenging markets and business dynamics. Hopefully, you’ve also felt change across our Service business… positive change! Two summers ago, we laid out our “Service Priorities” as our roadmap to turning the business around. We haven’t changed these over the last two years, and we won’t change them until the job is done. Bo Schembechler, Michigan’s legendary football coach, said it best: “Those brave enough to stay the course will be the victors in the end.” We’ve stayed the course as we’ve introduced numerous changes to the business. This includes improving transparency and communications with all of our 4,500 teammates. We introduced a new Services career map, we’ve revamped our technical training and we’re driving Service Forward to focus on a “one team” approach in the field. We’ve improved our hiring and onboarding processes with our field colleagues, and we’re about to launch an exciting new apprentice program. We launched Customer Service Centers (CSC) across the country to better support our field teams and customers. As you read this, we’ve just completed transitioning to a new call center as we look to dramatically improve the customer experience. We also launched a new parts planning tool to improve parts availability, and we’re diligently working on parts quality. And, hopefully everyone is feeling a difference from the investments we’ve made in our IT systems and tools. I’m happy to say that, because of everyone’s hard work, we’re delivering some of the best results in Service that we’ve seen in years! Customers are seeing a different GE Service and we’re winning in the market in a big way. We’ll close 2017 growing almost 4 percent — a growth rate we haven’t seen in almost 10 years! This is a team sport and all 4,500 of you have played a role. We are 100 percent better than we were, and we have 100 percent more to go! We’ll stay true to our priorities and continue to make progress on behalf of the team and our customers. Thanks for all you do every day. I couldn’t ask to be part of a better, more committed team. Let’s finish 2017 strong! Rob Reilly VP & GM GE Healthcare USCAN Service “When you’re finished changing, you’re finished.” – Benjamin Franklin Customer Experience Earn trust by delivering excellence in every experience • Customer Service/Contact Centers • Customer satisfaction surveys • Next generation Applications experience • Billing/entitlement fixes Culture Most customer-focused, experienced, well-trained team • Training: technical + leadership • Service Forward ++ • Service career map + onboarding rigor • Development for all employees… PD@GE Operational Excellence Get it right, everywhere, in everything we do • Parts fulfillment & quality • Product: quality/reliability/install • EHS/Safety culture • Quality/Compliance diligence Digital & Process Enablers for our success • Systems stabilization • Field experience… FX/DX/CMMS • Customer tools/iCenter/analytics/QBR Growth & Profitability Better customer value, better cost structure… beating the competition! • Growth… rigor, big deals, price + new models • Big Deal startup excellence • Mat’l productivity… Gameplan effectiveness • Best-in-class deployment 1 2 3 4 5 2017 USCAN Service priorities