Organization Design
Roche Diagnostics is a multi-billion dollar corporation that provide services and products in the areas of Core Operations, Centralized Diagnostics, Applied Science and Patient Care. The pioneer and leader in the development of blood glucose monitoring systems, Roche has been committed to delivering products that meet the needs of people with diabetes. Roche Diagnostics has a multi-line of diabetic monitors, test strips, lancing and data management systems. Our product line includes Compact, Complete, Advantage, Active and Softclix. Since, Roche is such an enormous corporation, I decided to focus on my department, Accu-Chek Customer Care. My department is structured under the Patient Care division. Accu-Chek Customer Care, is the technical support department, which is an inbound call center that troubleshoot and educate customers-who’s having questions and concerns with their blood glucose products. I have worked in this department for almost five years, and have observed this department expand into one of the most triumphant departments within Roche. In order for an organization to thrive change must occur. External factors that will require my department to change are competitors, change in technology, customer demand, competitive prices and FDA. Accu-Chek competitors are Lifescan, Glucometer, Medisense, Prestige-just to name a few. Technology is constantly changing; we have to develop products that will prevail within the healthcare industry.