The Quality Improvement Story Customers Didn't Want
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This document discusses a quality improvement project at a large medical center in 1996. It considers installing a new automated reception system but has concerns about how customers and employees would respond. There are concerns that automating the process could hurt customer satisfaction by removing the personal touch. It's unclear if the potential long-term benefits of increased customer retention outweigh the implementation costs, employee impacts, and other issues. The document recommends waiting to install the new system and further assessing customer and employee needs.
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The Quality Improvement Story Customers Didn't Want
- 1. The Quality improvement customer didn’t want!
- 2. This is a story of year 1996 !
- 3. 3rd largest Medical center in the states !
- 4. a brand with 3000 employees and 200,000 members !
- 6. TThhee Q Quuaaliltiyty C Caarree s stotorryy NNeeww T Teecchhnnoolologgyy CCrritiitcicaal li sisssuueess PPrroobblelemm i dideenntitfificicaatitoionn RReeccoommmmeennddaatitoionn CCoonntteennttss Quality Care Strategy Pros and Cons Choices ahead an analysis. The answer is ..
- 7. VVooiiccee ooff tthhee ccuussttoommeerr The research says the customers prefer manual The research says the customers prefer manual reception area than automated one ! reception area than automated one !
- 8. a Marketing apppplliiccaattiioonn :: GGAAPP mmooddeell GGaappss MMooddeell ooff SSeerrvviiccee QQuuaalliittyy
- 9. MMaarrkkeettiinngg aapppplliiccaattiioonn :: SSQQDD FFigiguurree: :S Seerrvvicicee Q Quuaaliltiyty D Dimimeennssioionn
- 10. Service eennccoouunntteerr// MMoommeenntt ooff ttrruutthh :: FFigig: :S Seerrvvicicee e ennccoouunnteterr c caassccaaddee f foorr Q Quuaaliltiyty C Caarree
- 11. WWhhyy QQuuaalliittyy CCaarree wwaass ssoo ssuucccceessssffuull ??
- 12. HHaappppyy CCuussttoommeerr ,, SSaattiissffiieedd eemmppllooyyeeeess QQuuaalliittyy CCaarree
- 14. Problem statement :: How can a company adapt technology to help manager to flow of information while still presenting a personal face to customer ? How can a company adapt technology to help manager to flow of information while still presenting a personal face to customer ?
- 15. CCCCoooommmmppppeeeettttiiiittttoooorrrrssss MMMMoooovvvveeee :::: A Asssseessssiningg t htheeirir o owwnn r reeqquuirireemmeennt.t. EExxaammininee o owwnn g gooaalsls a anndd t htheeirir c cuusstotommeerr’’ss d deessiriree UUnniqiquuee s strtreennggththss : :r raappppoorrt tw witihth t hthee c cuusstotommeerrss
- 16. CCCCuuuussssttttoooommmmeeeerrrrssss iiiinnnnccccoooonnnnvvvveeeennnniiiieeeennnncccceeee:::: Human touch can’t be replace by machine ! RRRReeeesssseeeeaaaarrrrcccchhhh oooouuuuttttccccoooommmmeeee :::: Customer satisfaction is not a particular problem for Quality Care!
- 17. AAllll tthheeyy nneeeedd iiss ....
- 18. CCCCrrrriiiittttiiiiccccaaaallll iiiissssssssuuuueeeessss :::: CCoosstt DDiiffffiiccuulltt ttoo rreevveerrssee oonnccee iitt iiss ddoonnee CChhaannccee ooff lloosstt ccuussttoommeerr CChhaannccee ooff eemmppllooyyeeee ttuurrnnoovveerr
- 19. AAnndd wwee rreeccoommmmeenndd .... WWaaiitt !! DDoonn’’tt iinnssttaallll !! WWhheetthheerr iitt wwoouulldd ssiiggnniiffiiccaannttllyy iimmpprroovvee ccuussttoommeerr ssaattiissffaaccttiioonn aanndd rreetteennttiioonn lleevveell ?? The big payoff of installing this particular system is started with “Increased customer retention over long run” but since no one had this type of system for very long, how the potential benefit in the long run is determined? Has the CEO calculated the cost and expected benefit in term of retention? Has CEO emphasis on determining the return on quality?
- 20. AAAAsssskkkk oooouuuurrrrsssseeeellllvvvveeeessss:::: Has the decision maker considered the factor of employee and customer education and implementation cost? The big payoff of installing this particular system is started with “Increased customer retention over long run” but since no one had this type of system for very long, how the potential benefit in the long run is determined? Has the CEO calculated the cost and expected benefit in term of retention? Has CEO emphasis on determining the return on quality? Has anyone thought of how this system would handle illiterate customer? or language barriers ? Or people with poor vision?
- 22. NNooww ,, iitt iiss QQuuaalliittyy CCaarree’’ss ccaallll..
- 23. If you know the enemy and know yourself you need not fear - Sun Tzu
Notas del editor
- He stayed back in college till 18 months after dropping out, taking only the courses that interested him. Slept on the floor ,ate from the Hare Krishna temple. He says “ It wasn’t all romantic” but one of the best decisions he ever made. Multiple typefaces and excellent typography were a result of a calligraphy course he took after dropping out. It taught him not only what he wanted to do in life, but also later on served as the origin of invention of multiple typefaces.
- He stayed back in college till 18 months after dropping out, taking only the courses that interested him. Slept on the floor ,ate from the Hare Krishna temple. He says “ It wasn’t all romantic” but one of the best decisions he ever made. Multiple typefaces and excellent typography were a result of a calligraphy course he took after dropping out. It taught him not only what he wanted to do in life, but also later on served as the origin of invention of multiple typefaces.
- He stayed back in college till 18 months after dropping out, taking only the courses that interested him. Slept on the floor ,ate from the Hare Krishna temple. He says “ It wasn’t all romantic” but one of the best decisions he ever made. Multiple typefaces and excellent typography were a result of a calligraphy course he took after dropping out. It taught him not only what he wanted to do in life, but also later on served as the origin of invention of multiple typefaces.
- He stayed back in college till 18 months after dropping out, taking only the courses that interested him. Slept on the floor ,ate from the Hare Krishna temple. He says “ It wasn’t all romantic” but one of the best decisions he ever made. Multiple typefaces and excellent typography were a result of a calligraphy course he took after dropping out. It taught him not only what he wanted to do in life, but also later on served as the origin of invention of multiple typefaces.