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Core Lab Diagnostics

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by

Jeff Kessler

on 23 September 2014

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Transcript of Core Lab Diagnostics

Area West - Core Lab Diagnostics
"ELEVATE"
AGENDA
over the goal line...
Abbottlink Connections
SDFR
HSI
FTFR
Safety...

ADD CUSTOMER SERVICE BRAND
AREA WEST EXPERIENCE
3

Transformed ADD Service Brand

Identify problems before our customers do with standardized use of our Active Sense Technology systems and applications
Less downtime with consistent application of our preventative, proactive, and predictive service processes to schedule planned service activities
Stronger partnerships developed through dedicated account owners and proactive communications from installation through renewal


Differentiating the ADD Service Brand

2

Today our service brand is just like our competitors


Dependent on the customer finding the problem and calling for help
Focused on managing the chaos that unplanned downtime introduces to our customer’s business
Heavily reliant on a reactive break-fix model rather than customer experience


Differentiating the ADD Service Brand

Simplicity
INTENTIONAL
"slow down to speed up"
Technical
Responsive
Communication
SIMPLICITY
life creates complexity
3P's
Technology
Strategy

Intentional
PERSONAL
Nothin' but the BEST from the WEST!
Personal
Say what you're going to do
Do what you say
Prove it
Abbott Core Values
PACE
Remember the PATIENT
inspire to elevate service organization to promote customer loyalty
Making it rain!
Wednesday
DM Business Reviews
Thursday
Leadership Training
Technology Block II
ONeview & KM
Roundtable discussion
8AM to 2PM
Breakfast 7 to 8AM
Team Activity
8 to 1PM
Breakfast 7 to 8AM
Boxed Lunches
Tuesday
2 to 5PM
Area West Updates
Lou, Naomi, & Jeff
Technology Block I
IPad & POM
Celebrate Best in Class!
MidWest - SDFR 86.2%
California - FTFR 95.6%
Texas OK - NPS 81.5%
NorthWest - HCI AvG 44%
NorthCentral - Alink Utilization 83.9%
MidCentral - Ticket Closure 97.5%
PERFORMANCE
Ultimate Customer
Experience....

Xena Princess Warrior
Delegator?
Mascot?
Xena Princess Warrior
Delegator?
Mascot challenge
Dinner at 6PM
Full transcript