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Delighting
Customers with
Information Technology
Marx
March 2015
Who
I am
Serve
Study
Share
Shape
PERSPECTIVE
Delighting Customers
Information Technology
CANNOT
Delight
a
Customer
Delight
is an
OUTCOME
of an
Intentionally
Crafted Culture
Intentionally Crafted Culture Steps
• Transform Self
• Transform Team
• Know Customer
PERSPECTIVE
TRANSFORM SELF
Delighting Customers
Five Changing Dimensions
Business
Understanding
Planning
ApproachPrimary
Focus
Scope
Of
Accountability
Measure
Of
Success
...
PERSPECTIVE
TRANSFORM SELF
TRANSFORM TEAM
Delighting Customers
3/31/2015 University Hospitals 26
3/31/2015 University Hospitals 27
PERSPECTIVE
TRANSFORM SELF
TRANSFORM TEAM
KNOW CUSTOMERS
Delighting Customers
3/31/2015 University Hospitals 40
Customer Satisfaction Strategy
Continuous Quality Improvement
PERSPECTIVE
TRANSFORM SELF
TRANSFORM TEAM
KNOW CUSTOMER
TRANSFORMATIONAL OUTCOMES
Delighting Customers
Quadrupled number of respondents that are ‘Very Satisfied’
18%
54%
51%
54%
57%
37%
48%
48%
47%
44%
39%
55%
51%
53%
49%
35%...
3/31/2015 University Hospitals 44
UH Case Study; Journey
WFH Staff Productivity is….
2
BETTER
SAME
WORSE
THR ITS Leadership Survey 2014
Employee Engagement
0
10
20
30
40
50
60
70
80
90
100
2006 2008 2010 2012 2014
2
THR Data; Illustrative Only – 2014
Employee Retention
74
76
78
80
82
84
86
88
90
92
2006 2008 2010 2012 2014
2
THR Data; Illustrative Only – 2014
Customer Satisfaction
0
10
20
30
40
50
60
70
80
90
100
2006 2008 2010 2012 2014
2
THR Data; Illustrative Only – 2014
Physician Satisfaction
0
10
20
30
40
50
60
70
80
90
100
2006 2008 2010 2012 2014
2
THR Data; Illustrative Only – 2014
Electronic Health Record
Computerized
Order Entry
Pump
Integration
Barcode
Med Verify
Clinical Decision
Support42% Reducti...
• .
Family
 Highly scalable
 No installation
 Easily updated
 Highly
integrated
 All inclusive
 Easy to use
 Lowest cos...
Marx Contact
• Blog http://histalk2.com/category/ed-marx/
• Twitter http://twitter.com/marxists
• LinkedIn www.linkedin.co...
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
Delighting Customers with Information Technology
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Delighting Customers with Information Technology

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Edward Marx, Chief Information Officer and Senior Vice President at Texas Health Resources, explained why today’s CIOs need to look beyond technology within their organizations during his presentation at the 2015 Chief Information Officer Leadership Forum in Dallas on March 11. In his presentation, “Delighting Customers with Information Technology,” Marx noted that combining technology with customer service and leadership can help an organization thrive for years to come.

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Delighting Customers with Information Technology

  1. 1. Delighting Customers with Information Technology Marx March 2015
  2. 2. Who I am Serve Study Share Shape
  3. 3. PERSPECTIVE Delighting Customers
  4. 4. Information Technology CANNOT Delight a Customer
  5. 5. Delight is an OUTCOME of an Intentionally Crafted Culture
  6. 6. Intentionally Crafted Culture Steps • Transform Self • Transform Team • Know Customer
  7. 7. PERSPECTIVE TRANSFORM SELF Delighting Customers
  8. 8. Five Changing Dimensions Business Understanding Planning ApproachPrimary Focus Scope Of Accountability Measure Of Success Source: Gartner (October 2013)
  9. 9. PERSPECTIVE TRANSFORM SELF TRANSFORM TEAM Delighting Customers
  10. 10. 3/31/2015 University Hospitals 26
  11. 11. 3/31/2015 University Hospitals 27
  12. 12. PERSPECTIVE TRANSFORM SELF TRANSFORM TEAM KNOW CUSTOMERS Delighting Customers
  13. 13. 3/31/2015 University Hospitals 40 Customer Satisfaction Strategy Continuous Quality Improvement
  14. 14. PERSPECTIVE TRANSFORM SELF TRANSFORM TEAM KNOW CUSTOMER TRANSFORMATIONAL OUTCOMES Delighting Customers
  15. 15. Quadrupled number of respondents that are ‘Very Satisfied’ 18% 54% 51% 54% 57% 37% 48% 48% 47% 44% 39% 55% 51% 53% 49% 35% 44% 41% 42% 36% 40% 54% 47% 48% 43% 9% 17% 18% 24% 37% 8% 10% 12% 17% 26% 13% 20% 23% 29% 43% 11% 16% 23% 25% 37% 24% 30% 34% 40% 53% 18% 19% 29% 34% 45% 48% 69%71% 79% 89% 26% 64%63% 71% 83% 50% 68% 71% 76% 87% 50% 71% 74% 78% 86% 59% 74%75% 82% 89% 58% 73% 76% 83% 88% 39% 52% 53% 55% 52% 0% 20% 40% 60% 80% 100% 2002 2004 2005 w 2 2002 2004 2005 w 2 2002 2004 2005 w 2 2002 2004 2005 w 2 2002 2004 2005 w 2 2002 2004 2005 w 2 Very Satisfied Satisfied %VerySatisfied/Satisfied Department Aggregate Communications Help Desk Help Desk Phone Problem Handling Help Desk Hours ’02 ’03 ’04’ 05 06’02 ’03 ’04’ 05 06’02 ’03 ’04’ 05 06 ’02 ’03 ’04’ 05 06 ’02 ’03 ’04’ 05 06 ’02 ’03 ’04’ 05 06 University Hospitals Case Study Detailed Scores
  16. 16. 3/31/2015 University Hospitals 44 UH Case Study; Journey
  17. 17. WFH Staff Productivity is…. 2 BETTER SAME WORSE THR ITS Leadership Survey 2014
  18. 18. Employee Engagement 0 10 20 30 40 50 60 70 80 90 100 2006 2008 2010 2012 2014 2 THR Data; Illustrative Only – 2014
  19. 19. Employee Retention 74 76 78 80 82 84 86 88 90 92 2006 2008 2010 2012 2014 2 THR Data; Illustrative Only – 2014
  20. 20. Customer Satisfaction 0 10 20 30 40 50 60 70 80 90 100 2006 2008 2010 2012 2014 2 THR Data; Illustrative Only – 2014
  21. 21. Physician Satisfaction 0 10 20 30 40 50 60 70 80 90 100 2006 2008 2010 2012 2014 2 THR Data; Illustrative Only – 2014
  22. 22. Electronic Health Record Computerized Order Entry Pump Integration Barcode Med Verify Clinical Decision Support42% Reduction in Medical Errors
  23. 23. • .
  24. 24. Family  Highly scalable  No installation  Easily updated  Highly integrated  All inclusive  Easy to use  Lowest cost  3G/4G Enabled  Consumer oriented  High adoption30% Reduction in CHF & Diabetes Readmissions
  25. 25. Marx Contact • Blog http://histalk2.com/category/ed-marx/ • Twitter http://twitter.com/marxists • LinkedIn www.linkedin.com/in/edwardmarx • FaceBook www.facebook.com/edwardmarx • Email edwardmarx@texashealth.org

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