Aalborg, 7 februar Turning healthcare into human care Jakob.Krebs.Christensen@philips.com

Transkript

1 Aalborg, 7 februar 2013 Turning healthcare into human care Jakob.Krebs.Christensen@philips.com

2 Philips - more than a century of breakthroughs Our legacy of innovation 1918 Medical X-ray tube 1919 Ideezet radio tube 1926 Pentode 1932 Sodium street lamps 1939 Rotary heads 1963 Compact Cassette 1971 World's first home VCR 1966 Local oxidation 1976 NiMH battery 1981 Compact Disc 1992 Flat detector for cathlabs 1995 UHP & low mercury TL/CFL High Blu-ray resolution MR 2003 Multi-slice CT 2004 Ambilight TV 2008 Lumiramic 2010 Lumea 2010 Fall Detector 2012 HUE

3 Simply focused on health and well-being A global company of leading businesses creating value with meaningful innovations that improve peoples health and well-being 1 million Customers purchase our products every day 110,000 Employees 55,000 Technology patents 25.4 Billion in sales 3

4 Depth and reach of Philips Healthcare What we do. Where we are. Philips Healthcare Businesses Sales & services geographies Imaging Systems Home Healthcare Solutions Patient Care and Clinical Informatics Services North America International Emerging Markets 40% 15% 20% 25% 48% 34% 18% 9.9 Billion in sales in ,500 People employed worldwide in 100 countries 7.9% of system sales invested in R&D In Products and services offered in over 100 countries 4

5 Nordisk organisation Povl Pedersen CS & Ops Manager Robert Pousette CS & Ops Manager Sverre Mauritz CS & Ops Manager Teemu Valkonen CS Team Leader Kim Lindedahl Technical Support Manager PCCI Torben Vinter, East Thomas Saabye, West CS Delivery Managers Ahmad Saad, North Mark Goodliffe, South CS Delivery Managers Paolo Berardi Karl-Erik Hamerstrom CS Delivery Managers Technical Support Nordic Technical Support & RSC Manager Dag-Rune Resnmoen 29 Field Service Engineers 35 Field Service Engineers Remote Support Engineers MR, CT, ixr, DXR, WCH, US and PCCI Technical Support Specialists MR, CT, ixr, US, NM, DXR and PCCI 14 Field Service Engineers 5 Field Service Engineers 10 Field Service Engineers Customer Care Center Kista, Köbenhamn Peter Hall Customer Care Center Call Dispatch Planning (Installation, Application, Maintenance and FCO) Logistic and MasterData (installed base and contract administration) Philips Education Janne Puttkinen 8Clinical Application Specialists 17 Clinical Application Specialists 5 Clinical Application Specialists 6Clinical Application Specialists CS Business Mikael Olofsson Account Managers + CS Sales Specialists (Örjan Håkansson & Karl-Erik Hammerström) Upgrade Sales 5

6 DistriktDanmark District Manager Christian Hornstrup Distributor management Support / Marcom Lone Friis Rasmus Vestergaard KAM / AM (IS) Anders H Kyed Flemming Hansen Kurt Nielsen Michael Palne KAM / AM Support Dorthe H Kjaergaard Anders Jensen (S) Rebekka Frederiksen (S) Mgr. Customer Services Jakob Krebs Christensen Service Delivery Manager East Thomas Saabye CS & Ops. Manager Povl Pedersen Service Delivery Manager West Torben Vinther CS & Ops. Support Mette Madsen (S) Field Service Engineer Allan Andersen Aqeel Yousaf Carsten Lykkegaard Gustav Struck Henrik Holm Jacob Willadsen Jesper Jensen Jørgen Jensen Kenneth Jørgensen Kim Saxild Klaus Rye Mark Holmer Jensen Martin Bruun Martin Knudsen NN Vacancy Field Service Engineer Adriaan Fietje Allan Baden Claus Berrig Claus Bredahl Claus Larsen Finn V Hansen Henrik Kiellberg Kell Friberg Michael Frandsen Michael Godthaab Michael Thomasen Morten K Poulsen Torben Lynnerup NN Vacancy 6

7 Aalborg afdelingen Lokaliseret i Aalborg øst Beskæftiger os med salg, service og udvikling af nye service koncepter. Samt varetager vores forretning i Nordatlanten. Allan Baden Kell Friberg Janet Van Bemmel Torben Lynnerup Anders Holmby Jakob Krebs Christensen

8 Vores fundament

9 En unik kundeoplevelse

10 Ydelser eller after sales Transformation fra nødvendigt onde til indbringende forretningsområde 50% 40% 44% 'What is the single most important thing your manufacturer can do to make you completely happy with their service?' The Medical Information Division of IMV 30% 28% 20% 15% 10% 8% 3% 2% 0% Service speed Service quality Equipment reliability Technical support Service cost Image quality 10

11 Philips Service Hastighed og tilgængelighed opfattes som god service Hastighed = system tilgængelighed Kontakt med servicecenter etableret inden 60 sek. Remote fejlfinding igangsættes straks Advancerede værktøjer og erfaringsdatabase Teknisk assistance i lokalområdet Weekend og aften service Assistance inden 4 timer Udelukkende kvalificeret personale Reservedele fremme inden for 24 timer 95 Nordiske Ingeniører > 650 Systemer på helpdesk netværk 2.3 mio Investeret i teknisk træning årligt 20 Nordiske helpdesk Ingeniører (rullende skift) 9 Nordiske personer på service centeret Årlige service opkald

12 Philips Service Resulterer i gode resultater / indbringende forretningsområde 50-82% Fulddækkende serviceaftaler >35% Markedsandel

13 En unik patientoplevelse

14 Specifikationskamp

15 Philips Ambient Experience Ambient Experience er et målrettet miljø, som skaber et behagelig, stressreducerende miljø for patienter og personale Patient og personale kontakt Maksimer menneskelig kontakt, undgå en følelse af opgivelse Personalisering Inddrage patienter og give dem en følelse af kontrol People who walk into a hospital should have the feeling that they will be cured there Healing Spaces Ester M. Sternberg, M.D.

16 16 How would you feel if

17 How would you feel if

18 How would you feel if

19 Før & efter Forvandling af et CT rum

20 Panorama MR Ambient Experience

21 Fornemmelse af kontrol

22 Ambient Experience Kitten Scanner Interaktivt læringsværktøj Klargører børn til undersøgelse. Tillidsopbyggende.

23 Ambient Experience Skalerbare nøglefærdige løsninger til at reducere patientens angst i billeddiagnostiske rum Radiology Cardiology Oncology Emergency Care PETCT MR CT Cathlab ED Electro Physiology Radiation Therapy Radiography Big Bore CT 23

24 CT CV Radiography LiNAC MR PET/CT Other Ambient Experience Over 500 installationer

25 Proof Points What do our customers say 76% see increase in staff satisfaction 2 out of 3 say staff find it easier to focus on the patient 3 out of 5 say staff prefers to work in Ambient Experience room. 4% (3min/hr) overall decrease in procedure duration 1 out of 8 saw a reduction of procedure time, as less repeat exams are needed. 6% (5 patients/week) overall patient increase 1 out of 5 saw an increase in the number of patients since Ambient Experience was installed. (For those respondents only, patient increase is 29%.)

26 Før & efter Forvandling af et PET-CT venterum

27 Philips' Adaptive Healing Rooms project - improving patient recovery through the use of smart patient rooms

28 Yderligere information Philips Research: Philips Healthcare: Philips -Innovations In Health: ?trk=myg_ugrp_ovr

29 Fællesskab forventninger & muligheder Hos Philips har vi stadig meget at lære omkring innovativitet og fleksibilitet. Ogmåskekanvi bidragemed: Erfaringer med drift og service ydelser Indgang til sammensatte projekter (Lokalt eller Philips Research) Netværk