Surgical Science: Relationship with Intuitive Surgical & Robotic OEM's
Former Customer Learning Manager at Intuitive Surgical
inpractise.com/articles/surgical-science-relationship-with-robotic-oem-and-approach-to-surgical-training
Former Customer Learning Manager at Intuitive Surgical
Interview Transcript
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Why did it emerge that way? Particularly the first one, as it seems you're describing Intuitive, which has a very different route to market.
I think it emerged that way because there was no precedent for it. Nowadays, learning is data-driven, and we expect to learn remotely, anytime, anywhere. This wasn't the case 20 years ago, or even three years ago. The way Intuitive now runs their simulation program is completely different, with a level of formality similar to their entire robot development process.
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How do you view that as a customer?
Well, I think it's great for them, and it's very smart. However, the issue I have with it is that they haven't had the time to properly integrate their metrics. Before, in the world of data, nobody cared, right? They presented these great exercises and games, but the metrics were useless. They weren't readable to surgeons, and you couldn't get much out of them. It was just raw data. Across the three companies, the metrics were different. So when a company like Intuitive used the three, they had exercises from the different companies, and the metrics didn't match. That's totally useless. Now the three companies have come together, and they have three different measurements of metrics. They haven't had the time to fuse those metrics together for a seamless customer experience, and they need to do that. To me, that's key. Until they do that, they need to work on it.
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You mentioned before that you have an RFP and, with the different stakeholders, you'd all rank and give a rating to those vendor proposals. What drives a good rating from those stakeholders?
Well, it's based on a rubric. It's like when I used to be an English teacher and graded 8th-grade speeches. You score them in each of the areas, and then you add them up. It's based on all those areas I mentioned earlier, like the presentation, depth, how well they address the prompt, how well they understand our brand, and how willing they are to go along with what we've clarified and what we're asking for.
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