ROYAL PHILIPS
Scott is very clear on the importance of talent in his own team , but for him , the team doesn ’ t end at the walls of Philips . He recognised in past company experiences how important it is to team up with strategic partners in the value chain to do things first time right and avoid higher costs in later product lifecycle stages . It is therefore important for Philips to share their purpose as well with their strategic suppliers and connect them to the outcomes desired for the customers and patients .
“ I think it ' s really valuable to hear different users talk about your products ,” he says . “ A lot of times , what you believe they ' re going to say is not actually what they end up saying . For me , it was really insightful to talk to the technician because you are thinking they are going to talk a lot about the actual diagnostics , the clarity of the imagery and the quickness of the machine , which are things we are driving at the company . But instead , a lot of times you end up hearing about the basic ergonomics and usability of the machine . It ' s important to see that there is more to the overall satisfaction of the customer than just the traditional features you are driving .”
Scott explains that having the customer ’ s point-of-view helps in ensuring that they are providing market-leading technology that makes a tangible difference to the lives of both patients as well as the healthcare professionals using the equipment .
“ We ' re making these products to help people ; real people and real faces are using our products . So that purpose , that responsibility , is constantly reinforced in the organisation and I ' m trying to continually implement this outside-in view in the organisation . We want everybody thinking outside-in . What does this product do , and as I understand what it does , how do I improve that ?”
28 November 2022