Grifols PlasmaCare Quarterly 1
Newsletter for Grifols PlasmaCare employees and partners
Q U A R T E R L Y
OUR PRIORITY IS THE CUSTOMER
Image retrieved from www.wordle.net
Grifols PlasmaCare Quarterly 3
*Is this how your current service levels would be described?
*What do you think your customers say about your business?
*What physical trends have you noticed?
*What is your customer complaint level and how does this com-
pare to last month, last year and against your historical trends?
*Is your service at the level you expect to be served at?
Take some time and reflect on these questions and the questions you
would have asked. Compare your results to the experience we are
trying to achieve, are we achieving the goal?
If you answered yes, I would challenge you to try taking a look from a different
perspective. Analyze the data: Are your flow times less than 90 minutes? If not, we are not meeting the standard and the
expectation we have set.
Flow time is just one indication of satisfaction, it measures the amount of time the customer is spending in our operations,
but there are many more factors that must be controlled while achieving the customer experience. It starts with the first
impression or the first contact each day when you approach your center, what do you observe? Is there trash in the parking
lot? Are the sidewalks clean? Is the building clean? Do you have the impression this is a professional medical facility? If
yes, you have a great start on creating the experience. If not, you have the opportunity to correct it now. Just go do it.
Don’t walk by it. Make a difference today! Now that you have the first impression handled, how does the second contact
look? You enter the lobby, is it clean, organized, are the TV’s on and the sound at an acceptable level or is it the opposite?
If so, what do we need to do? I’m going to stop outlining the customer contact points and challenge you to finish it.
Please outline all the remaining contact points, the expectations, and your current performance levels. Use photos, flow
diagrams and any other methods to tell your story. We will then use this information to continue this article over the next
couple of issues highlighting our successes, challenges, and the results.
For the operations that take me up on this challenge and achieve the goals- to recognize your efforts- we will take you to
dinner. Tak and I look forward to your project briefing and process discussions.
Image retrieved http://www.cartoonstudio.co.uk/images/kmeters/ABBimprove.jpg
“ “I’m going to stop outlin-I’m going to stop outlin-I’m going to stop outlin-I’m going to stop outlin-
ing the customer contacting the customer contacting the customer contacting the customer contact
points and challenge youpoints and challenge youpoints and challenge youpoints and challenge you
to finish it.to finish it.to finish it.to finish it.
4 Grifols PlasmaCare Quarterly
“A customer is the most important visitor on our premises; they are not dependent on us.
We are dependent on them. They are not an interruption in our work. They are the pur-
pose of it. They’re outsiders in our business. They’re a part of it. We are not doing them a
favor by serving them. They’re doing us a favor by giving us an opportunity to do so.”
Customer service is what separates us from everyone else. Good customer service is what keeps bringing our custom-
ers back. It is also keeping the promises that your business has made to its customers. So we should have an employee
at the front counter greeting every customer as they enter our business. During each stage of the process we should be
thanking them for the difference they are making in a patient’s life. Companies with good customer service programs
spend time training their employees the importance of customer service. I’m sure we can all name several places that
we all visit because of the good customer service. Susan Ward
gives 6 rules for good customer service:
• Answer your phone
• Don’t make promises unless you will keep them
• Listen to your customers
• Deal with complaints
• Train your staff to always be helpful, courteous, and
• Take the extra step
We should answer the phone the way we’ve been trained ensur-
ing we state our name and giving that customer our full atten-
tion. We should live up to the promise of valuing our customer’s
time. Good customer service requires us to listen to what the cus-
tomer is saying not what we think they are saying. If we deal
with complaints we can normal resolve the issue and make the
customer happy. We each need to be knowledgeable of what pro-
grams and procedures that are happening within our business.
Be helpful and go the extra step. Remember they are a part of us.
They are the most important visitor on our premises. So the
next time you are out in your center ensure that everyone is pro-
viding good customer service.
Customer ServiceCustomer ServiceCustomer ServiceCustomer Service
By: Fredrick Williams
Good customer service requires
us to listen to what the customer
is saying NOT what we think
they are saying.
Grifols PlasmaCare Quarterly 5
ASTD CONFERENCEThrough the eyes of the Trainers!
By: Christy Phillips
When I first got the e-mail saying that
we were going to Chicago for the ASTD
conference, I was excited and a little
nervous at the same time. I was excited
because we were going to Chicago. I had
never been there, and I was nervous be-
cause I did not know what ASTD con-
I arrived in Chicago the night before the
conference, and I was able to talk with
the other Trainers that were there. We
were all wondering what the next few
days would involve and were excited
about our upcoming adventure. Morning
soon came and we all met for breakfast.
We had the pleasure of having the com-
pany of Pricilla, Tak, and Phil. They
informed us that if we did not find the
classes we were to attend appealing, that
we could leave and pick a new one to go
to. With that being said, we headed to-
wards the bus that was going to take us
to the conference. The bus ride to me felt
like it was taking forever because I was
ready to see what the conference was all
about. When we finally arrived, I
stepped off the bus and walked in the
building. “Wow” is what I was thinking
to myself. The building was huge and
there were so many people there.
Once we had got registered, we were able
to pick out the classes that we wanted to
take for the day. I was in awe about how
many classes were offered. One of my
favorite ones was the Disney Experience.
We got to watch a very touching presen-
tation about the Walt Disney Company
and how they delight their customers.
We also saw the video from the cus-
tomer’s point of view. The class kept me
involved and interested because of their
passion to bring joy and entertainment
to people’s lives.
I would have to say that my experience
at ASTD would be a positive one. I thor-
oughly enjoyed all the classes I was able
to take and also to catch up with the
other Trainers. I have brought back the
lessons learned and have applied them to
different aspects of my training. I can
not wait for our conference next year in
Florida to see what new classes and ex-
periences are available for us to explore.
By Jimmara Bonds
When I was told about the
ASTD Conference, I really didn’t
know what to expect . This being
my first time, I was just happy I
was going to Chicago, Illinois.
There were multiple classes to
choose from, which made it diffi-
cult to find an interesting class
that was just right for my learn-
ing style. We had the option to
leave a class if it wasn’t appeal-
ing , which I was very happy
about because some of the
classes, made me want to fall
asleep from boredom. Most of the
classes were entirely too big for
me, which is why I wouldn’t stay
too long. I, myself, have to be
within a group of 15-30 partici-
pants for me to capture and un-
derstand the lesson that’s being
taught. I’m a Somatic learner,
which means I have to physi-
cally be involved. The most inter-
esting class for me was the Disney
Experience. Not because I won
the most prizes (sorry Trainers )
but mostly because I was more
involved in the lesson. The Dis-
ney characters and the fact that
it was all about bringing happi-
ness and joy to families lives is
what kept me entertained.
The ASTD Conference helped
enhance and better organize my
weekly training sessions. It in-
spired me to think outside the box
with my training and my activities.
It taught me to be more engaged
with my audience instead of stand-
ing in front of the class giving a lec-
ture. The more excited you are with
your training, the more excited your
class will become. Being at the Con-
ference gave me the opportunity to
meet other Trainers and form a
bond with them. I was always told
by management that if I needed
help with a Trainer’s issue, to call
another Trainer. I must say, it’s
easier to ask for help when you
know and have met the person
you’re calling. I also had the chance
to find out that I was not alone with
some of the issues I am having. We
helped resolve each others problems
and gave advice on certain issues. I
had the pleasure of communicating
with Corporate as well. Takiko
Jones, Phil Nixon and Priscilla
Tisdale also made the Conference
more exciting. They gave pointers,
ideas and inspired us to move fur-
ther and elevate ourselves. I say it
was a pleasure because being
around successful individuals re-
minds yourself that with hard
work and dedication any and every-
thing is possible. After all, they
have to retire some day.
In the beginning, I stated I was
just happy to go to Chicago, Illinois.
Now I can honestly say, I’m very
happy I attended the ASTD Confer-
ence, and look forward to the next
one. Watch out Florida, Grifols Plasma
Care Trainers are on the way!
The only real training forThe only real training forThe only real training forThe only real training for
leadership is Leadership!leadership is Leadership!leadership is Leadership!leadership is Leadership! ----
Anthony JayAnthony JayAnthony JayAnthony Jay
Image retrieve http://www.astd.org/
6 Grifols PlasmaCare Quarterly
By: Sabra Brooks
The ASTD conference this year was in Chicago. With
this being my second time going, I had a lot to compare.
Last year, there were so many different nationalities
learning and teaching. This year there were a lot of na-
tionalities but not teaching. The classes had so much
knowledge to learn from ice breakers to getting your au-
dience to participate in your classes.
The group that went this year was different. We had the
honor of having Mrs. P and Philip Nixon attend this year.
For most of the Trainers, it was their first time, so you
can see all the excitement in their faces. When it came
time to pick classes, a lot of us ended up in the same
classes, so it was nice to see that we all wanted the same
The EXPO at the conference this year, to me, was so
much better then last year. There were more chances to
win prizes, even though I didn’t win anything. I can say
we all entered in them, even Tak. We all had so many
books that we had collected from the EXPO, so there will
be a lot of reading.
At the end of each day, it was time for dinner. We gath-
ered around the table and shared our ideas. Every night
was a joy to look forward to. Not much shopping was
done because of the weather being cold, but we got it in
when we could.
“...The biggest thing all the Trainers
said was communication.
My Machine Technical Training Experience
By: Ebony Agee, Machine Tech
The Machine Tech. training class is an experience that will not be easily forgotten. I felt so Empowered and Enriched! I under-
stand fully now why Maurio Parham, Center Manager; Heather Webb, Machine Tech; and LaToshia Brazil, Quality, are so thorough in
their jobs. Ok, I get it now! Phil Nixon taught us infrastructure, and how to make it work for you and the company without compromising
the product or the customers. They make you understand why it’s important to pay attention to every detail. I was given the necessary
tools and know how to navigate and be successful as a Machine Tech.
Despite the 9 ½ hr. bus trip, I was actually treated like modern day royalty! The hotel accommodations were comfortable; the
dining experience was absolutely divine! We ate at very nice restaurants and when I wanted to pay for my meal, I was told NO! Phil
Nixon kept my interest with his table conversation. Todd Meinecke, Director of Quality, was an excellent travel chaperon and tour guide.
He showed us around Cincinnati with the pedal to the metal. He showed us landmarks such as the Brent Spence Bridge, the Big Mac
Bridge and the Purple People Bridge. As well as the WKRP in Cincinnati monument statue. I was given the opportunity to visit other
PlasmaCare centers such as Hillcrest and Cincinnati. I repaired machines while Rob Carruth had me on a scavenger hunt with a list of
what makes the companies operate smoothly. Keeping in mind that everything has a name, nothing is an ‘it’ or a ‘thing’!
In closing the class has inspired me to pursue further opportunity with the company, as well as personal growth. Acknowledging
the light bulb in my head that is now shining bright due to Empowerment, Enrichment and Enlightenment. I now seek to understand, be-
fore seeking to be understood. I would like to thank everyone mentioned and anyone that I missed. I would truly recommend anyone who
is new to the company to visit Corporate and be given a crash course on the PlasmaCare philosophy of plasmapheresis process.
ASTD CONFERENCE CONTINUED Through the eyes of the Trainers!
On the last day we all gathered at breakfast and talked about what we
could do different at our centers.
The biggest thing all the Trainers said was communication. At the ASTD
there were some classes that talked about communication between manag-
ers and employees. We took that and tried to come up with a way to teach
this among our staff. I hope its working for everyone.
In all, I enjoy going to these conferences. It gives me a chance to meet all
the other Trainers and to gather all the information you can. Next year is in
Florida. Hope we get to go!
ASTD 2011 International Conference & EXPO
Image retrieved from astdconference.org
Grifols PlasmaCare Quarterly 7
When asked to write an article about our
recent adventure to Train the Trainer, I
had no idea what to say. Then, I thought
about all of the fears I had going into it. I
was scared to travel to a town I didn’t know
to spend a week with people I didn’t know.
When I woke up the morning we were to
start, my stomach turned in knots fearing
the worst. We arrived at the training cen-
ter and I walked up a flight of stairs to see
toys on the tables and colorful pictures on
the walls. I thought to myself: Are we truly
in the right place?
Sure enough, we were seated into groups
and the fun started. We had little army
men sitting in front of us and we were told
these were our trainees. If we left our
trainees they would leave, and they DID. I
ended up putting my trainees in my pocket
so I would not lose them and I knew where
they were and what they were doing at all
times. I found this to be a great way for us
to learn to not just put our trainees into a
room and leave them.
Then, we started going over our goals for
the week and an overview of what they had
planned for us. They taught me how to give
a fun, exciting, but informational sessions
that would keep the attention of the em-
ployees. I did not know that there were
four different styles to learning until I was
taught about SAVI (Somatic, Audio, Visual,
and Intellectual). I never thought to give
the trainees toys, let them draw, color and
create, or that playing some games would
be so effective, until I was given the oppor-
tunity to learn that way myself. We were
also taught about the different phases of
creating presentations (The four P’s prepa-
ration, presentation, practice and perform-
ance) and what it would take for us to be-
come the Trainer we want to be. You
should never put limitations on anything.
Let your mind flow and give every opportu-
nity for learning to grow.
From the Trainers Perspective
By Heidi Camp
PlasmaCare Employees at Train the
From a Quality Perspective
By: Michelle Pressley
Do you remember when you were
a child and your imagination
opened a whole world of excite-
ment and adventure?
That’s what my experience was
like at the Train the Trainer
class in April. I walked in the
room and there were lots of col-
orful items lying around to
touch and explore, which made
me feel very relaxed and in-
quisitive because I was prepar-
ing myself for a week of boring
and monotonous training
classes. Here I was in a room
with toys, crayons, and colorful
markers all over the room.
Boy! Was I wrong, I learned so much from the Train The Trainer classes. Not
only did I learn what was needed to effectively prepare for a class, but I
learned that being creative is very important and it makes the message that
you are trying to relay to the audience more appealing and exciting. From the
class, I learned there are no limits when it comes to training. If limits exist, it
is because we have limited ourselves and are not using our imaginations to the
fullest. Training is about getting a message to your audience effectively and by
having a little fun while doing it. Oops! I set a limit there. I meant to say
“having lots of fun while doing it.” Getting your audience engaged in the train-
ing, assuring the message is understood and following up with your trainees to
assure they have learned what the training was intended to teach.
I learned that there are stages to training and if each stage is done the process
of training is easier to accomplish. I learned that everyone learns differently
and when training you need to be able to appeal to everyone’s learning style,
which is why SAVI is so important when training or even just trying to relay
information to someone effectively. One step
that is easily forgotten is the need to talk to
your trainees and get to know them, so that
you can figure out what their learning style is.
Relay the message, get your trainees involved,
and have some fun. People learn better when
they are relaxed and enjoy what they are
learning. So as Dr. Suess would say “Think
left and think right and think low and think
high. Oh, the thinks you can think up if only
...You should never put limitations on
8 Grifols PlasmaCare Quarterly
AND THE LEARNING FOR PLASMACARE CONTINUES
The Academy welcomed 26 participants from the
operation and quality departments within the Biomat USA
and PlasmaCare companies to the Quality/Operations course
held April 27th
. This is the first core course in which
the Academy combined Quality and Operations staff. Topics
included were Change Control, EMA Preparation, Final
Product Release, Laboratory Operations and Findings, Look-
back Management, Medical Ethics, Performing Effective Ob-
servations and Critical Review, Root Cause Analysis, Safety:
Plasma Supply Chain/Logistics, Supplier Certification and
Qualification, and Why Freezing of Plasma Matters which
were instructed by subject matter experts from Biomat USA
and PlasmaCare. This course will be offered again in August
of this year.
Grifols Academy Hosts Events
By: Libby Jones
May at the Grifols Academy– Medical Course
The first offering for the 2010 Medical Course took place at the Grifols Acad-
emy May 25th
through the 27th
. Twenty-seven Medical staff members from Bio-
mat USA and PlasmaCare participated in the 22-hour course. Classes in the
course included Application of the Biology and Testing of HIV and other Sexu-
ally Transmitted Infections to the Plasma Industry, Additional Bio-Diseases,
Bleeding Disorders and Treatments, Cardiovascular Physiology II, Donor Suit-
ability II, From Collected Plasma to Medications, Hepatitis, Immunoglobulins
and Albumin, Medical Ethics II, Medical Interview, and Proper Documentation
for Medical Personnel. The instructors for the course included subject matter
experts coordinated by Dr. Marilyn Rosa-Bray, Corporate Medical Director.
Over 140 hours worth of continuing education hours were issued to the nurses
that attended the course. In addition to the instruction, participants also had the
opportunity to meet Victor Grifols, President of the Grifols companies. This
course will be offered again in June and October of this year.
May Medical Course GroupApril Operations and Quality
Board of Education
By: Crystal Mason
This past January we began a bulletin board campaign to educate and inform our customers. Each month we have a different theme:
January – What does my number mean?
We used snowflakes that we made to write
down our various labs, the normal ranges and
what the numbers tell us.
February – Heart Healthy
We used plastic food representations to show
portion control, gave USDA figures for the
average adult’s RDA and discussed with do-
nors proper diet and the impact on plasma
March – Saving of the Green
We focused on resources for donors with
limited income and no health insurance.
With the help of a PS at our sister center,
we compiled a list of dental and health-
care clinics that either provided free
healthcare/dental care or on a sliding
scale. Each of the clovers has this infor-
mation on it, and we passed these on to
April – April Showers…
Our focus for this month is water, how
our body uses it, how much we need, how
to get more of it and an emphasis on hy-
dration and plasmapheresis
Some of our upcoming topics include:
May: Medications and Products Derived From Your Plasma
June: Summer Safety
July: What is CJD?
Aug: Back to School – Healthy Brown Bag and Snack Ideas
Sept: Harvest Time: Meatless Meals
Oct: Octoberfest – Effects of Alcohol on Plasma Donation
Nov: What is hemophilia?
Dec: The importance of protein
The bulletin board fever has caught on in our center, and now you can
find bulletin boards brightly decorated throughout our center.
Our biggest success thus far was during the month of February. A do-
nor had made an appointment at a dental clinic we gave him the number
for. He hadn’t been to the dentist in many, many years. He came here
to donate his second time of the week, received his pay, and immedi-
ately went to his appointment for a teeth cleaning and x-rays. His reim-
bursement for his donation exactly covered the fee of his dental service.
He was so excited to let us know how we had helped him.
Obviously, this really made us very excited to continue with the cam-
paign of providing donors with information. We look forward to many
Grifols PlasmaCare Quarterly 9
Earth Day– Terre Haute Style
By: Heidi Camp
Cassandra Shouse helping a child plant a seed to
help her community.
Heidi Camp and Erica Gross working
the children’s booth painting faces.
From left to right: Joseph Cherry, Cassandra Shouse, Heidi Camp Steph-
any Williamson, Erica Gross. Children: Ashton Camp & Krislyn Camp
Stephany Williamson at the water station waiting for
people to get their reusable water bottles.
Happenings at PlasmaCare
On Saturday April 17, 2010, we volunteered
at the 12th annual Earth Day Celebration at
St. Mary of the Woods College. There were
many vendors from our community who pro-
vided information and sold homemade items
like soaps, crafts, and even organic foods.
Some of the other activities shared were
horse-drawn trolley rides, tours of the or-
ganic farms, an alpaca shearing. There
were plenty of informational booths for recy-
cling and how to plant food to help feed our
community. We participated in several of
the booths. For example, a water booth
where people could get reusable water bot-
tles rather than using disposable water bot-
tles. We also helped people plant a fruit or
vegetable to grow and donate to our local
food pantries. We also ran the children’s
booth where they could get their faces
painted, color, and make an alpaca mask
with real alpaca fur.
10 Grifols PlasmaCare Quarterly
I would like to thank the PlasmaCare corporate staff for awarding the Excellence Award for the best overall business operation in 2009 to the
Milwaukee PlasmaCare team. I’m saying team because it’s truly a team effort. We would first like to thank the corporate staff for all of the
support given. In any business there are goals that are required to be met. The Center Leadership Team communicates weekly in ensuring
that all aspects of the business are properly being implemented according to company guidelines. There are always challenges, especially
working in economical times like these. We find that the stress factor is on every side and has affected many, so we try to give the best cus-
tomer service possible by educating the importance of what we do and all the benefits for why we are doing it. I am very proud and honored
to be a part of a company that values the lives of people.
I am proud to say that at the Milwaukee center and I’m sure all the other centers as well believe in the company mission. We will always
have challenges, but by staying focused and committed at all times, we gain strength because we do not settle for what is, but keep striving
for what should always be.
I’m also proud to be a part of a company that values the employees by ensuring that they are recognized for a job well done and have a ca-
reer path that has an open door for any one who’s willing. I have worked for companies who did not
have this type of path. I have been on all sides of the corporate level while working with other compa-
nies recognizing that PlasmaCare has the best training for all starting from the corporate level to manage-
ment to employees. The Train The Trainer class is the best training a manager could ever receive regard-
ing the experience he or she might have. This training has helped improve our styles of management that
was lacking. The good thing about this kind of training is that it is easy to trickle down to staff members
for immediate implementation.
When first starting, immediately I was welcomed by Pat Tate and James Griffin with open arms as center
manager. They said that they were are here to help, and with that we will grow together. So roll up your
sleeves and let’s go. It’s has been a good and challenging ride so far, and I believe it will be a long, but
I would close by saying thank you all for your support and again on behalf of James Griffin, David,
Vento and our staff, we our honored to receive this award.
Last month, I was honored to receive the Jose Antonio Grifols Roig Award for Outstanding Contribu-
tions to PlasmaCare for 2009 during our Annual Manager’s Meeting in Cincinnati. While I was cer-
tainly thankful for the distinction, I can honestly say that it would not have been possible without my
fellow employees and mentors, who during my past three years with the company, I have had the
honor to collaborate with. Given time to reflect on the award itself; it illuminates two key characteris-
tics vital to the success of any company and a bulwark for our company in particular: dedication to the
task at hand and recognition for that task.
For the latter, I can only say that working for a company that recognizes the contributions made by its
employees has always been truly rewarding. Accolades, well delivered and meaningful ,can transform the morale of a center. Constant rein-
forcement of our values make all the difference between the average and the outstanding employee. In every center that I have worked, I
have made recognition of employee service the highest priority. In the day to day bustle, it is too easy to forget to say thank you to someone
for a job well done or take the time to recognize someone who went beyond the call of ordinary duty. If we are to continue to succeed as a
company in a troubled economy, we must reassert that our employees are our greatest resource and as such, take the time to honor their ac-
Regarding the former, it has always been my assertion that a man’s work in his ordinary day is a reflection of the rest of his life. For myself,
work has never been simply a means to an end, but always something I could take pride in. During my tenure with PlasmaCare I have been
dedicated to my duties not for the pay received or the awards given, but because I can reflect on my work and have a measure of satisfaction
in that I did my best. As a manager, I have worked hard to instill this in those I have worked with, resulting in a more productive , happier
team dynamic. For me, that is the heart of the Joe Antonio Grifols Roig Award, and I am truly grateful to be its recipient.
Best Overall Business Operation 2009
By: Kenneth Hughes
Jose Antonio Grifols Roig Award Winner 2009
By: James Valentine
Happenings at PlasmaCare
Grifols PlasmaCare Quarterly 11
I would like to thank PlasmaCare for
recognizing Joliet as the recipient of
the 2009 Best Cost Producer award. I
would also like to acknowledge the
other 16 centers, as I believe we as an
organization strive to provide quality
product while maintaining profitable
My leadership team and I always put
emphasis on maintaining cost while
still delivering a quality product. We
empower our staff with the skills,
knowledge, and best practices to better
control cost within the center.
Receiving the award meant a lot to my
staff because they continuously strive
to work efficiently to ensure cost con-
The Performance Award 2009
By: Maurio D. Parham
Best Cost Producer 2009
By: Chiquita Sall
At the past Manager Meeting, Shaker Heights was presented with the Performance Award for
Best Quality and Productivity in 2009. It would be an injustice if I do not start off and give
thanks to the entire Staff here at Shaker Heights. Each of them have been on our side since
September 24, 2009, and they are still here with the company working even harder than be-
fore. Also, please let me not forget the person that has over 5 plus years in the industry, that
has progressed within the company, and is our backbone here at Shaker Heights—Latoshia
Brazil, QT a.k.a “Queen B”---THANK YOU!
This award means a lot, not just to me, but the staff as well. All the sacrifice, sweat, and tears
has paid off. The team showed a sense of quality by coming in on days to build furniture, put beds together, unload supplies off several
trucks to prep the center to open, which showed me that they are equipped with great work ethic and not scared to get their hands dirty.
These are just some of the factors that aided in us achieving our production numbers:
• Huge Beautiful Building (BUILD IT- THEY WILL COME)
• Great Location!
• 1 Competitor in Town
• A team that has a drive for ACHIEVEMENT!
216 Shaker Heights is in an untapped market which we have just begun to see what this center and com-
munity can really do. The community embraced us upon opening and is appreciative to that fact that this
company has chosen this community to enrich.
Our mission now for Shaker Heights is to prepare for 2011 by focusing on:
• Quality of Training = RETAINING
• Quality of Customer Service = RETAINING
• The “Right Person, Right Place, Right Time”
• Learn from the mistakes!
In closing, thanks goes out to 216 Staff (Line Staff & CLT) and a special thanks to centers 203, 204, and 205 that have provided us with
guidance and assistance. Just a friendly reminder…keep your eyes on the Dash Board because we are coming for that #1 Spot!!!
Every member of our staff contrib-
uted to our center’s success. The
staff manages cost through focus-
ing on and continuously looking for
ways to improve our services and
processes within the center. By fo-
cusing on proper controls, we’ve
successfully managed cost.
Although there are some fixed cost
that we can not manage, there are
several key factors we can control
within the center to manage cost.
By establishing well trained em-
ployees, increasing production,
eliminating unnecessary waste and
controlling resources have been
able to improve our centers profit-
We also, aggressively keep track of our
inventory management process by en-
suring an accurate month end count of
supplies and forecasting of next
We are particularly pleased to have
received this award and looking for-
ward to continuously contributing to
PlasmaCare profitability and growth.
“Every member of our
staff contributed to
our center’s success. “
12 Grifols PlasmaCare Quarterly
Customer Service BooksIn the Next Issue…
Keep a lookout for the following features:
The first person from each center to fax the correct
answer to 513.621.1170 wins a prize!
Behead a Word
When you behead a word, you remove the
first letter and still have a valid word. You
will be given clues for the two words, longer
Example: Begin -> Sour, acidic
Answer: The words are Start and Tart.
1. Pleasant -> Frozen water
2. More recent -> Pitcher for water
3. Noble gas -> Indefinitely long period of time
4. Almost -> Ahead of time; at the beginning of a
period of time
5. Not at any time -> At any time
6. None of two choices -> One of two choices
7. Limited width or scope -> Projectile shot from a
8. One, for example -> Brown, earthy colour
“Coming together is a be-“Coming together is a be-“Coming together is a be-“Coming together is a be-
ginning. Keeping togetherginning. Keeping togetherginning. Keeping togetherginning. Keeping together
is progress. Working to-is progress. Working to-is progress. Working to-is progress. Working to-
gether is success.”gether is success.”gether is success.”gether is success.”
Henry FordHenry FordHenry FordHenry Ford