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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 !
QQuuaalliittyy CCaarree
TThhee Q Quuaaliltiyty C Caarree s stotorryy 
NNeeww T Teecchhnnoolologgyy 
CCrritiitcicaal li sisssuueess 
PPrroobblelemm...
VVooiiccee ooff tthhee ccuussttoommeerr 
The research says the customers prefer manual 
The research says the customers pr...
a Marketing apppplliiccaattiioonn :: GGAAPP mmooddeell 
GGaappss MMooddeell ooff SSeerrvviiccee QQuuaalliittyy
MMaarrkkeettiinngg aapppplliiccaattiioonn :: SSQQDD 
FFigiguurree: :S Seerrvvicicee Q Quuaaliltiyty D Dimimeennssioionn
Service eennccoouunntteerr// MMoommeenntt ooff ttrruutthh :: 
FFigig: :S Seerrvvicicee e ennccoouunnteterr c caassccaaddee...
WWhhyy QQuuaalliittyy CCaarree wwaass ssoo ssuucccceessssffuull ??
HHaappppyy CCuussttoommeerr ,, SSaattiissffiieedd eemmppllooyyeeeess QQuuaalliittyy CCaarree
DDDDiiiilllleeeemmmmmmmmaaaa ::::
Problem statement :: 
How can a company adapt technology to help 
manager to flow of information while still presenting 
a...
CCCCoooommmmppppeeeettttiiiittttoooorrrrssss MMMMoooovvvveeee :::: 
A Asssseessssiningg t htheeirir o owwnn r reeqquuirire...
CCCCuuuussssttttoooommmmeeeerrrrssss iiiinnnnccccoooonnnnvvvveeeennnniiiieeeennnncccceeee:::: 
Human touch can’t be replac...
AAllll tthheeyy nneeeedd iiss ....
CCCCrrrriiiittttiiiiccccaaaallll iiiissssssssuuuueeeessss :::: 
CCoosstt 
DDiiffffiiccuulltt ttoo rreevveerrssee oonnccee ...
AAnndd wwee rreeccoommmmeenndd .... WWaaiitt !! 
DDoonn’’tt 
iinnssttaallll !! 
WWhheetthheerr iitt wwoouulldd ssiiggnniif...
AAAAsssskkkk oooouuuurrrrsssseeeellllvvvveeeessss:::: 
Has the decision maker considered the factor of employee and custom...
CChhaannggee MMiinnddsseett ::
NNooww ,, iitt iiss QQuuaalliittyy CCaarree’’ss ccaallll..
If you know the enemy and know yourself you need 
not fear - Sun Tzu
Change leads success for quality care
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Change leads success for quality care

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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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Change leads success for quality care

  1. 1. The Quality improvement customer didn’t want!
  2. 2. This is a story of year 1996 !
  3. 3. 3rd largest Medical center in the states !
  4. 4. a brand with 3000 employees and 200,000 members !
  5. 5. QQuuaalliittyy CCaarree
  6. 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. 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. 8. a Marketing apppplliiccaattiioonn :: GGAAPP mmooddeell GGaappss MMooddeell ooff SSeerrvviiccee QQuuaalliittyy
  9. 9. MMaarrkkeettiinngg aapppplliiccaattiioonn :: SSQQDD FFigiguurree: :S Seerrvvicicee Q Quuaaliltiyty D Dimimeennssioionn
  10. 10. Service eennccoouunntteerr// MMoommeenntt ooff ttrruutthh :: FFigig: :S Seerrvvicicee e ennccoouunnteterr c caassccaaddee f foorr Q Quuaaliltiyty C Caarree
  11. 11. WWhhyy QQuuaalliittyy CCaarree wwaass ssoo ssuucccceessssffuull ??
  12. 12. HHaappppyy CCuussttoommeerr ,, SSaattiissffiieedd eemmppllooyyeeeess QQuuaalliittyy CCaarree
  13. 13. DDDDiiiilllleeeemmmmmmmmaaaa ::::
  14. 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. 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. 16. CCCCuuuussssttttoooommmmeeeerrrrssss iiiinnnnccccoooonnnnvvvveeeennnniiiieeeennnncccceeee:::: Human touch can’t be replace by machine ! RRRReeeesssseeeeaaaarrrrcccchhhh oooouuuuttttccccoooommmmeeee :::: Customer satisfaction is not a particular problem for Quality Care!
  17. 17. AAllll tthheeyy nneeeedd iiss ....
  18. 18. CCCCrrrriiiittttiiiiccccaaaallll iiiissssssssuuuueeeessss :::: CCoosstt DDiiffffiiccuulltt ttoo rreevveerrssee oonnccee iitt iiss ddoonnee CChhaannccee ooff lloosstt ccuussttoommeerr CChhaannccee ooff eemmppllooyyeeee ttuurrnnoovveerr
  19. 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. 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?
  21. 21. CChhaannggee MMiinnddsseett ::
  22. 22. NNooww ,, iitt iiss QQuuaalliittyy CCaarree’’ss ccaallll..
  23. 23. If you know the enemy and know yourself you need not fear - Sun Tzu

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