LONDON, Dec. 22 The 2008 Frost & Sullivan Zambian HospitalMedical Equipment Customer Service Leadership Award is presented to the CKScientific Group Zambia Ltd. in recognition of its outstandingcustomer-focused strategies.
An end-user analysis conducted recently by Frost & Sullivan, 'First Worldor Third World? End-user Perceptions of Hospital Medical Equipment in Keysub-Saharan African Countries' revealed that end-users ranked CK Scientificabove its competitors in terms of customer service. CK Scientific receivedthe highest customer service ranking of 9 out of 10.
"The company has installed its equipment in virtually all major public andprivate hospitals in Zambia, and currently commands just under 70 per centmarket share," notes Frost & Sullivan Research Analyst Ishe Zingoni. "CKScientific's success is attributed to several key factors, including its closerelationship with manufacturers, best customer service offering and itstechnological innovation."
CK Scientific is the exclusive distributor in Zambia for several globalmanufacturers such as Becton Dickinson Biosciences (BDB), ThermofisherScientific, Tuttnauer, Invernnes Medical and Cavidi and Bionor. It worksclosely with international manufacturers in tailoring products to Zambianconditions. The company sends (invests in) local bio-engineers andtechnicians for technical training overseas -- a unique practice in Zambia --who then train Zambian end-users on the use of equipment and assist ininstalling and commissioning it.
"The company offers a 12-month domestic product warranty to itscustomers," adds Zingoni. "This is in clear contrast to most suppliers whoimport equipment online and lack the expertise to provide the necessarytechnical support."
An efficient feedback system also underlines the company's popularity withend-users. CK Scientific has a policy of responding rapidly to queries. Themaximum is 24 hours and for out of town queries, CK Scientific operates acomputerised 'call logging system'. The system allows over-the-phonetrouble-shooting before dispatching personnel to distant locations. In caseswhere the faulty equipment is critical for hospital operations, the companyoffers replacement for the period of repair to avoid customer inconvenience.
Previously when vast areas of Zambia were not 'wired' for Mobile phonenetworks, CK Scientific Group -- with it's services spanning the whole countryhad to invest in rather costly Satellite communications.
A customer friendly and resourceful website is also maintained.
"CK Scientific boasts a technological first in Zambia that provides asimpler and more efficient method of autoclaving medical waste," concludesZingoni. "This technology, called Autoclavable Medical Waste Management,autoclaves toxic biological waste thus converting it into safe waste which canthen be sent to a grinding site. As opposed to the routine incineration ofBio-hazardous medical waste; this is much safer and environmentally friendlyas it does not discharge environmental pollutants to the atmosphere."
Other areas of pioneering adaptable and appropriate technologies for thelocal market are such as the deliberate alliance with Bionor of Norway. Thesaid manufacturer has a robust semi-elisa work platform/station on whichscreening for HIV for example is done for semi-confirmatory purposes. Theworkstation can also be operated from a 12V battery so that in remote areasaway the electrical National Grid, such areas can still have the VoluntaryCounselling & Testing (VCT) done quite easily. Bionor also manufactures asemi-elisa HIV test using saliva as test specimen. Given the stigma in theseparts of using blood, the CK Scientific Group has promoted this in Zambia andfound greater and easier acceptability. Many Corporate entities conductingblind HIV prevalence surveys among their staff and suchlike workplaceinterventions have met with greater success using this protocol.
Still in the HIV/AIDS arena, CK Scientific Group exclusively patners withBecton Dickinson Biosciences (BDB) in providing equipment and necessaryaccessories to sustainably run the same for determining CD3,4, 8. Incollaboration with BDB effective local after-sales support is offered.
In relation to Cavidi, they manufacture and supply a novel protocol toevaluate and monitor Viral Load ideal for resource constrained environments.Compared with the standard methods (which are much more costly and requirehigh technologically advanced infrastructure) available; this method has beenproved reliable and accurate. In collaboration with the Ministry of Healthand after successful independent scientific trials/evaluations, CK Scientificis working to promote and implement this protocol so this service can bedecentralized to the primary points of health care provision.
The Frost & Sullivan Award for Customer Service Leadership is bestowedupon the company that has demonstrated excellence in customer serviceleadership within its industry. The recipient company has shown tremendousresponsiveness to customer needs and has continually focused on long andshort-term customer profitability goals. In addition, the recipient companydemonstrated flexibility in tailoring its product offerings to suit customerbusinesses. The recipient company has possibly developed and implementedinnovative customer care systems that set unprecedented standards for customerinteraction, timely response, and/or attention to customer needs.
Frost & Sullivan Best Practices Awards recognise companies in a variety ofregional and global markets for demonstrating outstanding achievement andsuperior performance in areas such as leadership, technological innovation,customer service, and strategic product development. Industry analystscompare market participants and measure performance through in-depthinterviews, analysis, and extensive secondary research in order to identifybest practices in the industry.
About CK Scientific
The CK Scientific Group is a bonafide Zambian company specialising in thefield of Applied Science/s. In terms of it's specialised portifolio lay-out itis organised under five divisions. These are Bio-Sciences and Research,Educational (from elementary to tertiary/specialised), Industrial/Analytical,and Medical and Clinical Diagnostics.
Across the product portifolio CK Scientific Group -- representingauthentic and world renowned manufacturers- deals in the actual equipment --capital and otherwise -- and then sustainably stocks the accessories,consumables and reagents needed to effectively run the said equipment.
Other local (domestic) after-sales support consists in technical productsupport in form of warranty, repairs and preventative maintenance. In thisway we supply and equip the scientist and work by their side with neededon-going support/supplies so the scientist concentrates on their bench work.'
The CK Scientific Group's Vision is to give to its clientele 'the BENEFITfrom SCIENCE'.
About Frost & Sullivan
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