Case Detail

Case Summary

Siemens Medical Solutions: Creating a Customer-Focused Organization for Solutions Marketing

Case Number: 5-107-011, Year Published: 2007

HBS Number: KEL409

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Authors: Mohanbir Sawhney; Shankar Balakrishnan; Maryam Balali; Brit Gould; Steven Stark; Larry Xu

Key Concepts

Organizational Change, Management, Customer-Centric Solutions, DC6, Customer Focus, Solutions-Centric Organization, Organizational Structure, Transient Solutions Model, Solutions Streamlined Enterprise, Adaptive Solutions Model


Siemens Medical Solutions (SMS) offered innovative products and systems, clinical solutions, and services for medical professionals. Its latest project, transforming a hospital to digital records and processes, was experiencing serious delays that had damaged the relationship with the client. Management believed the underlying problem was that SMS was not using the correct approach to organization and processes for solutions marketing. The executives in charge of on-time completion and successful delivery of the project must now agree on a different recommendation.

Number of Pages: 26

Extended Case Information

Teaching Areas: Management, Organizational Behavior

Geographic: Global

Industry: Medical Technology

Organization Name: Siemens Medical Solutions

Organization Department: Customer Solutions Group

Organization Size: Large

Decision Maker Position: Vice President

Decision Maker Gender: Male

Year of Case: 2005