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This is a story of year 1996, It was the 3rd largest Medical center in the states, USA, a brand with 3000 employees and 200,000 members. It is None Other than 'Quality Care'. There hhad been a management dilema regarding the potentail change that Qauality Care management wants to cater. Here we will learn whether all changes are good or few are better to be delayed.
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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
