Customer First is how we work to deliver the best experience for you, driving continuous improvement in areas that matter.
true
Customer First Mindset
Diagnostic Solutions teams around the world are joining together in a renewed focus on excellence called Customer First. Every team member has a shared responsibility to ensure we are delivering the best possible experience for you across our entire product portfolio.
This mindset permeates our organization through the actions of every associate and touches every aspect of our business, including but not limited to product quality, service and support reliability, technological innovation, pricing flexibility, customer engagement, and speed and efficiency.
We know that you – and your patients – depend on our team and our products every day. We are committed to achieving and maintaining the highest level of excellence in everything we do.
Introducing Customer First
How it works
Our Customer First journey follows a path of four progressive stages of continuous improvement:
- We listen to understand your needs and preferences through our daily interactions and conversations and your feedback on surveys and interviews.
- We learn from your experience — both positive and negative—to recognize where we fall short and acknowledge where we need to improve.
- We act to meet and exceed your needs and expectations by pursuing innovative solutions and upgrades to both our products and our processes.
- We confirm our performance every day against the highest standards for efficiency, reliability, quality, integrity, and attentiveness.
Throughout this journey we are constantly soliciting and monitoring feedback on your experience and our performance. We move quickly to acknowledge and address issues and concerns with improvements and upgrades. Our customers’ input to our products gives us direction and guides our responses across the board:
- Product innovation
- Product reliability
- Ease of product use and training
- Pricing flexibility
- Product accessibility and supply chain logistics
The Customer First commitment goes beyond our product performance. It includes our engagement with customers at every level of our relationship, from sales, to ordering, to contracting, to fulfillment, to technical service and support. And it includes our internal engagement with colleagues on whose performance you depend, from research and development to manufacturing to supply chain and operations.
Why now?
Customer First is not a brand new initiative. Our associates all share a sense of pride and purpose and a can-do spirit that is woven into the fabric of our culture.
- We have always maintained our long standing commitment to ensure the best possible customer experience, but our performance has not always kept pace with this commitment.
- We are taking ownership of this and redoubling our focus on you and your needs through a disciplined and purposeful plan to be exceptional in every aspect of our work.
- We know there are areas where we can do better. We are intensifying our vigilance to avoid errors that affect your work and patient care and accelerating our response to your issues and concerns.
For you to deliver for your patients, we know we must deliver for you. We are committed to doing our best and being your best partner.
Frequently asked questions
When people hear the term “customer experience,” they often think it’s synonymous with “customer service.” We view our service to you as just one part of the whole customer experience. In its simplest terms, the customer experience refers to how you feel about your interactions with us.
With every interaction, we have an opportunity to shape your experience. The "interactions" that comprise our interactions are broad and varied, but each one is critical.
They encompass everything from face-to-face conversations or phone calls, to print collateral, product shipments or online encounters.
The quality you experience is always defined from your perspective – how you "feel" about the interaction, and what kind of impression it leaves on you.
Improve Product Quality: We are committed to ensuring that our products meet the highest standards of reliability and performance.
Enhance Service Delivery: By streamlining our processes, we can provide faster, more efficient service. This means you spend less time waiting and more time using our critical healthcare solutions so that you can provide the best patient care possible.
Foster Innovation: Continuous improvement means we are always looking for new ways to meet your evolving needs. This keeps us connected to you by focusing on and addressing what you need and how you need it.
We recognize that we are encountering several challenges that are adversely affecting your experience with us. You have told us this during field visits and interviews, and we are committed to improvement.
After the pandemic, we lost a bit of the rigor and drive to keep our outside-in mindset going. Reinvigorating this movement puts the spotlight back where it is supposed to be: On you.
We have several workstreams actively engaged in addressing the issues you have told us are the most problematic, and we will be transparent about our efforts in each. As we improve processes and overcome challenges, we will establish ongoing voice of customer pulse checks to ensure that we are successfully addressing your feedback.