Change leads success for quality care

The Quality improvement customer

didn’t want!

This is a story of year 1996 !

3rd largest Medical center in the states !

a brand with 3000 employees and

200,000 members !

Quality Care Quality Care

The Quality Care storyThe Quality Care story

New TechnologyNew Technology

Critical issues Critical issues

Problem identificationProblem identification

RecommendationRecommendation

Quality Care Strategy

Choices ahead

an analysis.

Pros and Cons

The answer is ..

ContentsContents

Voice of the customerVoice of the customer

The research says the customers prefer manual reception area than automated one !

The research says the customers prefer manual reception area than automated one !

Marketing application : GAP model Marketing application : GAP model

Gaps Model of Service QualityGaps Model of Service Quality

Marketing application : SQD Marketing application : SQD

Figure: Service Quality Dimension Figure: Service Quality Dimension

Service encounter/ Moment of truth : Service encounter/ Moment of truth :

Fig: Service encounter cascade for Quality Care Fig: Service encounter cascade for Quality Care

WhyWhy Quality Care Quality Care was so successful ?was so successful ?

Happy Customer , Satisfied employees Happy Customer , Satisfied employees Quality Care Quality Care

Dilemma : Dilemma : Dilemma : Dilemma :

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 ?

Competitors Move :Competitors Move :Competitors Move :Competitors Move :

Unique strengths : rapport with the customersUnique strengths : rapport with the customers

Assessing their own requirement. Assessing their own requirement.

Examine own goals and their customer’s desireExamine own goals and their customer’s desire

Customers inconvenience: Customers inconvenience: Customers inconvenience: Customers inconvenience:

Human touch can’t be replace by machine !

Research outcome : Research outcome : Research outcome : Research outcome :

Customer satisfaction is not a particular problem for Quality Care!

All they need is .. All they need is ..

Critical issues : Critical issues : Critical issues : Critical issues :

Chance of lost customer Chance of lost customer

Cost Cost

Difficult to reverse once it is doneDifficult to reverse once it is done

Chance of employee turnoverChance of employee turnover

And we recommend ..And we recommend .. Wait ! Wait ! Don’t Don’t

install !install !

Whether it would significantly improve customer satisfaction and retention level ?Whether it would significantly improve customer satisfaction and retention level ?

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?

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 the CEO calculated the cost and expected benefit in term of retention? Has CEO emphasis on determining the return on quality?

Has the decision maker considered the factor of employee and customer education and implementation cost? 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?

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 the CEO calculated the cost and expected benefit in term of retention? Has CEO emphasis on determining the return on quality?

Ask ourselves: Ask ourselves: Ask ourselves: Ask ourselves:

Has anyone thought of how this system would handle illiterate customer? or language barriers ? Or people with poor vision? Has anyone thought of how this system would handle illiterate customer? or language barriers ? Or people with poor vision?

Change Mindset :Change Mindset :

Now , it is Quality Care’s call.Now , it is Quality Care’s call.

If you know the enemy and know yourself you need not fear - Sun Tzu