I hope this presentation helps others to make like this Barabara Norris case study presentation. It is so much helpful for unversity level student who are doing Management course.
See it, Read it, Download it and enjoy it. But one thing do not be PLEGARISM......
It's a B2B and a B2C case where revenue comes from advertising and also from people. Case analysis of fashion channel with the interpretation of Demographic and attitudinal cluster analysis, problems pertaining to TFC, studying the solutions to the problems and answered to why "Dual targeting" ?
I hope this presentation helps others to make like this Barabara Norris case study presentation. It is so much helpful for unversity level student who are doing Management course.
See it, Read it, Download it and enjoy it. But one thing do not be PLEGARISM......
It's a B2B and a B2C case where revenue comes from advertising and also from people. Case analysis of fashion channel with the interpretation of Demographic and attitudinal cluster analysis, problems pertaining to TFC, studying the solutions to the problems and answered to why "Dual targeting" ?
Employee First, Customer Second (EFCS) is a radical new philosophy of HCL Technologies.
Through this philosophy the aim was to create a unique employee organization, drive an inverted organizational structure, create transparency and accountability within the organization, and encourage a value driven culture.
For more information. please visit www.employeefirst.in
Clique Pens - Case Study Solution by Kamal Allazov (Essay type)Kamal Allazov (MSc.)
Clique Pens Case Study by Harward Mba Center. This paper introduces possible solutions and recommendations by MSc. Marketing student - Allazov Kamal. (https://allazov.org/)
Harvard Business case third(MedNet.com confronts "click through" competition)Sameer mathur
THIS IS THE CASE STUDY OF HARVARD BUSINESS SCHOOL PRESENTATION ON"MedNet.com confronts click through competition"
FRAMED BY MADHUSUDAN DAHAL(NIT SURAT)
Solved Case Study: Strategy and HR Planning at the CAPITAL HOTELMehreen Shafique
These are the questions that I received in my specialization course. Hope these are helpful for others. I have pasted the questions first. The case study is also included.
Marketing Strategy Analysis - Chateau Margaux vinery.
This Analysis introduces a new value proposition for the French Vinery firm. Suggesting some concrete actions that the company could take in order to expand its business without losing its core values.
NVTC Capital Health Tech Summit: Dr. Shannon KeynoteAlexa Magdalenski
The 2017 Capital Health Tech Summit took place on June 15, 2017 at the Inova Center for Personalized Health. Dr. Richard Shannon, Executive Vice President, Health Affairs, University of Virginia provided the Summit's second keynote.
Employee First, Customer Second (EFCS) is a radical new philosophy of HCL Technologies.
Through this philosophy the aim was to create a unique employee organization, drive an inverted organizational structure, create transparency and accountability within the organization, and encourage a value driven culture.
For more information. please visit www.employeefirst.in
Clique Pens - Case Study Solution by Kamal Allazov (Essay type)Kamal Allazov (MSc.)
Clique Pens Case Study by Harward Mba Center. This paper introduces possible solutions and recommendations by MSc. Marketing student - Allazov Kamal. (https://allazov.org/)
Harvard Business case third(MedNet.com confronts "click through" competition)Sameer mathur
THIS IS THE CASE STUDY OF HARVARD BUSINESS SCHOOL PRESENTATION ON"MedNet.com confronts click through competition"
FRAMED BY MADHUSUDAN DAHAL(NIT SURAT)
Solved Case Study: Strategy and HR Planning at the CAPITAL HOTELMehreen Shafique
These are the questions that I received in my specialization course. Hope these are helpful for others. I have pasted the questions first. The case study is also included.
Marketing Strategy Analysis - Chateau Margaux vinery.
This Analysis introduces a new value proposition for the French Vinery firm. Suggesting some concrete actions that the company could take in order to expand its business without losing its core values.
NVTC Capital Health Tech Summit: Dr. Shannon KeynoteAlexa Magdalenski
The 2017 Capital Health Tech Summit took place on June 15, 2017 at the Inova Center for Personalized Health. Dr. Richard Shannon, Executive Vice President, Health Affairs, University of Virginia provided the Summit's second keynote.
quality assurance slides include components, models, approaches, cycle of quality assurance is included in the slides.
the slide gives a brief ides regarding all the points and gives a comprehensive picture of the topic.
From effectively implementing electronic health records to reducing hospital readmissions to reporting more specific Medicare patient data, health care providers are reaping rewards from the Centers for Medicare and Medicaid Services for improving particular quality and safety measures. But many are also facing penalties, and the results for some institutions have been mixed. On the whole, the national readmission rate is dropping, but in 2014 a record 2,600-plus hospitals were fined for seeing too many patients return for care within 30 days, according to federal data.
This session will help attendees understand the range of CMS cuts and bonuses and a firsthand look at how the new regulations can help providers improve care.
Hospitals in India have a high burden of infection in their Intensive Care Unit and general wards,many of which are resistant to antibiotic treatment.In antibiotic resistant infections are difficult and sometimes impossible to treat.They lead to longer hospital stays,increased treatment cost and in some cases death.
Quality and safety, Vision 2025, Specific challenges of Nursing on quality, Quality improvement division, Fish bone technique,QI model, PDCA, Role of Nurse, Empowerment, Nursing positioning and policies,
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
The What, Why & How of 3D and AR in Digital CommercePushON Ltd
Vladimir Mulhem has over 20 years of experience in commercialising cutting edge creative technology across construction, marketing and retail.
Previously the founder and Tech and Innovation Director of Creative Content Works working with the likes of Next, John Lewis and JD Sport, he now helps retailers, brands and agencies solve challenges of applying the emerging technologies 3D, AR, VR and Gen AI to real-world problems.
In this webinar, Vladimir will be covering the following topics:
Applications of 3D and AR in Digital Commerce,
Benefits of 3D and AR,
Tools to create, manage and publish 3D and AR in Digital Commerce.
Financial curveballs sent many American families reeling in 2023. Household budgets were squeezed by rising interest rates, surging prices on everyday goods, and a stagnating housing market. Consumers were feeling strapped. That sentiment, however, appears to be waning. The question is, to what extent?
To take the pulse of consumers’ feelings about their financial well-being ahead of a highly anticipated election, ThinkNow conducted a nationally representative quantitative survey. The survey highlights consumers’ hopes and anxieties as we move into 2024. Let's unpack the key findings to gain insights about where we stand.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
Digital Commerce Lecture for Advanced Digital & Social Media Strategy at UCLA...Valters Lauzums
E-commerce in 2024 is characterized by a dynamic blend of opportunities and significant challenges. Supply chain disruptions and inventory shortages are critical issues, leading to increased shipping delays and rising costs, which impact timely delivery and squeeze profit margins. Efficient logistics management is essential, yet it is often hampered by these external factors. Payment processing, while needing to ensure security and user convenience, grapples with preventing fraud and integrating diverse payment methods, adding another layer of complexity. Furthermore, fulfillment operations require a streamlined approach to handle volume spikes and maintain accuracy in order picking, packing, and shipping, all while meeting customers' heightened expectations for faster delivery times.
Amid these operational challenges, customer data has emerged as an important strategy. By focusing on personalization and enhancing customer experience from historical behavior, businesses can deliver improved website and brand experienced, better product recommendations, optimal promotions, and content to meet individual preferences. Better data analytics can also help in effectively creating marketing campaigns, improving customer retention, and driving product development and inventory management.
Innovative formats such as social commerce and live shopping are beginning to impact the digital commerce landscape, offering new ways to engage with customers and drive sales, and may provide opportunity for brands that have been priced out or seen a downturn with post-pandemic shopping behavior. Social commerce integrates shopping experiences directly into social media platforms, tapping into the massive user bases of these networks to increase reach and engagement. Live shopping, on the other hand, combines entertainment and real-time interaction, providing a dynamic platform for showcasing products and encouraging immediate purchases. These innovations not only enhance customer engagement but also provide valuable data for businesses to refine their strategies and deliver superior shopping experiences.
The e-commerce sector is evolving rapidly, and businesses that effectively manage operational challenges and implement innovative strategies are best positioned for long-term success.
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
How to Run Landing Page Tests On and Off Paid Social PlatformsVWO
Join us for an exclusive webinar featuring Mariate, Alexandra and Nima where we will unveil a comprehensive blueprint for crafting a successful paid media strategy focused on landing page testing.With escalating costs in paid advertising, understanding how to maximize each visitor’s experience is crucial for retention and conversion.
This session will dive into the methodologies for executing and analyzing landing page tests within paid social channels, offering a blend of theoretical knowledge and practical insights.
The Pearmill team will guide you through the nuances of setting up and managing landing page experiments on paid social platforms. You will learn about the critical rules to follow, the structure of effective tests, optimal conversion duration and budget allocation.
The session will also cover data analysis techniques and criteria for graduating landing pages.
In the second part of the webinar, Pearmill will explore the use of A/B testing platforms. Discover common pitfalls to avoid in A/B testing and gain insights into analyzing A/B tests results effectively.
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Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.
Mastering Multi-Touchpoint Content Strategy: Navigate Fragmented User JourneysSearch Engine Journal
Digital platforms are constantly multiplying, and with that, user engagement is becoming more intricate and fragmented.
So how do you effectively navigate distributing and tailoring your content across these various touchpoints?
Watch this webinar as we dive into the evolving landscape of content strategy tailored for today's fragmented user journeys. Understanding how to deliver your content to your users is more crucial than ever, and we’ll provide actionable tips for navigating these intricate challenges.
You’ll learn:
- How today’s users engage with content across various channels and devices.
- The latest methodologies for identifying and addressing content gaps to keep your content strategy proactive and relevant.
- What digital shelf space is and how your content strategy needs to pivot.
With Wayne Cichanski, we’ll explore innovative strategies to map out and meet the diverse needs of your audience, ensuring every piece of content resonates and connects, regardless of where or how it is consumed.
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
So is there science behind what makes people absolutely irresistible on camera?
The answer: definitely yes.
In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
Digital Money Maker Club – von Gunnar Kessler digital.focsh890
Title One is a comprehensive examination of the impact of digital technologies on
modern society. In a world where technology continues to advance rapidly, this article delves into the nuances and complexities of the digital age, exploring Its implications across various sectors and aspects of life.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
Turn Digital Reputation Threats into Offense Tactics - Daniel Lemin
Mad docs virginia mason case study v 02132020
1.
2. A Marketing Case Study
Similar Situation, Different Results
andCENTRAL LUZON
DOCTORS’HOSPITAL
VIRGINIA MASON
MEDICAL CENTER
Celeste Mae T. Belmonte, MD
Godofredo V. Dungca, III, MD
Ma. Theresa T. Enrile, MD
Richard B. Pascual, MD
8. SITUATION ANALYSIS
Institute of Medicine (US) Committee on Quality of Health Care in America; Kohn LT, Corrigan JM, Donaldson MS, editors.
Source Washington (DC): National Academies Press (US); 2000.
• 44,000 to 98,000 people die /yr
because of preventable
MEDICAL ERRORS
• Cost of errors is $17 to 29 billion/yr
• Errors cause by faulty systems,
processes and conditions.
9. SITUATION ANALYSIS
• Poor condition of FACILITIES
• Lack of more sophisticated
medical equipment
• No STANDARD processes
that led to preventable
MEDICAL ERRORS
10. SITUATION ANALYSIS
Results. The overall prevalence of
medication errors is 97.8%. The most
common type of errors identified were
prescribing, followed by compliance,
then administration errors
12. OBJECTIVE
“Before we even think of
advertising and promoting our
hospital, let us FIX our PRODUCT
first and make sure that it meets
the expectations of our clients”
Ferdinad Francis DL Cid, MD
CLDH President and CEO
13. STRATEGIES
• REFURBISH the physical plant and
UPGRADE our service capabilites
• EDUCATE our staff on QUALITY and
quality improvement processes
• Establish SYSTEMS and STANDARDS
on our processes
15. Tactics, Action, Controls
• Go for ISO:9001 certification
• ISO certification achieved and
maintained
• Deviations remained due to lack of
proper monitoring and documentation
16. Tactics, Action, Controls
• ENROLL our staff with the Institute
for Healthcare Improvement
• Less than HALF certified
• NO follow-up and clear direction
regarding quality assurance
23. ACTION
• Engage doctors in drafting the compact
• Adopt /adapt TOYOTA production system for
VMMC Services
• Set clear direction for VMMC with approval
and support from the board.
24. CONTROLS
• Establish clear KPI’s and Targets
• Continuous and rigorous monitoring and of
documentation KPI’s
• Adoption of Plan, Do, Study and Act (PDSA)
cycle for improvement of processes
25.
26. Community Checkup report: www.WACommunityCheckup.org More about the Alliance: www.WAHealthAlliance.org
29. Situation Defective Product Defective Product
Objective Improve to become
Preferred Brand
Improve to become
Preferred Brand
Strategy Refurbish & Modernize,
Standardize, Educate
People, Quality, Service,
Innovation
Tactics Refurbish, ISO 9001
IHI Education
Compact, Safety, Value
Stream, Education
Action Invest, Iso Certification,
IHI Enrollment
Set and Support Direction,
Engage, Adapt/Adopt TPS
Control Revenue as KPI , No
monitoring and
documentation
Clear KPI’s , Continuous
Review, Rigorous
Documentation
30. LEARNINGS
• SET Direction & ENGAGE
your Board & Physicians
• Set and ALIGN KPI’s with strategies
and tactics
• Document and Monitor
Editor's Notes
In the ever changing landscape of healthcare, hobbled with the twin challenges of having a defective product and
a provider centered system, how will a hospital respond in the face of increasing competition in order to maintain
viability and profitability?
Goodday to everyone. In behalf of the Mad Docs , Lee Belmonte, Terit Enrile, Chuck Pascual and Myself, I present to you a marketing
Case study on Central Luzon Doctors’Hospital and Virginia Mason Medical Center, two hospitals with similar situations but achieving
different results.
Central Luzon Doctors’Hospital is a 175 bed tertiary training hospital located in Tarlac City. Established in 1962 by a group made up
mostly of physicians, CLDH became the largest privately owned and operated hospital in the province.
In the last quarter of 2013, Metro pacific Investment Corporation acquired majority ownership of CLDH, making it the 9th hospital in
its hospital holdings portfolio.
At the time of the MPIC takeover, CLDH was a profitable enterprise albeit with very low net profit. It also faced an increasing number of
Competitors as well as more robust competition.
Virginia Mason Medical Center was established 1920 by a group of six doctor from Mayo Clinic and the University of Virginia. They believed in TEAM medicine and modelled their group practice after the Mayo Clinic. Over the course of eight the decades grew the hospital into a 336-bed world class acute care hospital with 445 doctors.
However an the cusp of the new Millenium, Virginia Mason lost money for two consecutive years. They were just a medium
Sized hospital competing with two much larger institutions. On top of that, the healthcare landscape was changing because
of what many described as ill conceived changes to managed care that left many hospitals in the United States struggling to
make a profit.
For both CLDH and Virginia Mason, the heathcare delivery system at that time was provider centric. The physicians
mostly dictated the way care was delivered. Waiting times for clinic visits and procedures were notoriously long. There was
no such thing as patient centerd care.
More importantly, there was a sense by both institutions that the product they were selling was defective : The quality
of care rendered was not safe and was below reasonable expectations.
For Virginia Mason, the sense that the product was defective was brought about by the report Published by the institute of Medicine entitled To Err is Human –Building a Safer Health Care System. Published in 2000, the report showed that anywhere from 44 to 98 thousand patients die
Annualy in the United states because of PREVENTABLE medical error. These errors, whether fatal or not, costs from 17 to 29 billion dollars a year.
The report concluded that these preventable medical errors were caused by FAULTY systems, processes and conditions.
For CLDH, it was easy to see that we had a faulty product. At the time of the MPIC takeover, most of our equipment were outdated
And our physical facility run down. Our most sophisticated medical equipment was a diagnostic ultrasound machine. This lack of
More sophisticated medical equipment severely hampered our service capabilities. On top of all of these, there were no existing SYSTEM
nor STANDARD that led to preventable medical errors.
A report from the Philippine General Hospital in the year 2000 showed an overall prevalence of medication errors of 97.8%
Among admitted patients.
CLDH data from 2015 to 2017 showed total of ____ reported medication errors. 39 % were errors of
Documentation, 30% were transcription errors while 28% were administration errors. This data only focused
On the obvious and reported errors. Thus the actual number of medication errors is actually bigger.
From the outset, recognizing that the product is “defective, CLDH president and CEO Dr. Ferdinand Francis Cid set as the
Overarching quality objective of Fixing the Product to meet the expectations of the clients.
To achieve this singular objective, three strategic thrusts were established, namely:
1. to refurbish the hospital physical plant and to upgrade and modernize its service capabilities
through the acquisition of modern medical equipment
2. To establish systems and set standards for our processes
3. to educate our personnel on quality and quality improvement processes.
Refurbishing the hospital rooms and the physical plant and the acquisition of new and modern medical equipment was pretty straight forward.
The initial investment made by MPIC was channelled to doing just that. The impact of the changes were immediate and visible. New medical
Equipment purchased were evaluated based on their ability to generate income and meet their expected return on investment (ROI) time table.
In order to establish systems and set standards for our hospital processes, CLDH went for ISO certification . The goal was to
put into writing our policies, guidelines, procedures work instructions. With these written standards , deviations could easily
be spotted and corrected. A consulting firm was engaged and managers required to write their respective department manuals.
After almost a year of preparation, CLDH achieved and was able to maintain its iso 9001 certification. However deviations from
Standards remained as no proper monitoring and documentation was implemented.
CLDH enrolled its medical and nursing personnel with the Institute for Healthcare Improvement so they can learn quality improvement
Processes. IHI certification became a part of the performance evaluation of our medical and nursing personnel. Unfortunately, less than
half of those enrolled achieved certification. The lack of follow-up and clear direction prevented those who achieved certification from meaningfully contributing to quality improvement at CLDH.
For the Virginia Mason Medical Center, the singular objective was very clear – to deliver patient-centered service .
In the Virginia Mason strategic hierarchy , the patient is at the very top, even above its vision and mission. This was
deliberate so as to remind everyone of the institution’s patient –centric orientation.
The pursuit of its mission and vision was anchored on four strategies:
Attracting the best people to form the BEST team.
Relentlessly pursuing the highest quality outcomes of care
Creating extraordinary patient experience
Fostering a culture of learning and innovation
In order to attract and retain the best physicians, Virginia Mason engaged its key medical staff in drafting a
Physician compact. This document clearly states what the physician can expect from Virginia Mason and what
The hospital expects from them. By making the implicit explicit, there is clear accountability from each side
making it easy for the institution to engage the best physicians. This type of compact was eventually adopted for
The Virginia Mason leadership and its other healthcare professionals.
Virginia Masons Pursuit of quality outcomes focused on PATIENT SAFETY. Acknowledging the prevalence of preventable
medical errors, VMMC went about reviewing and mistake proofing their processes. This is exemplified by this anesthesia table
which was organized in a way that ensured that the injectable medications were not interchanged and that the correct
equipment were easily accessible. Continuous monitoring, documentation and review was part and parcel of this quality
assurance initiative.
In order to create an extraordinary patient experience, VMMC adopted the value stream mapping procedure as
exemplified by this back pain value stream map. By eliminating the steps in the consultation process that are of
questionable value and benefit, and adopting evidence based medicine, the time it takes for the patient to
effective intervention is drastically shortened. This also eliminated significant waste of diagnostic and therapeutic
resources.
Whatever learnings are realized by VMMC, these were properly documented and disseminated amongst its personnel.
They institutionalized these learnings through the establishment of the Virginia mason Institute who in turn shared these
with other partner institutions like the National Health Service.
To implement its strategies and tactics, VMMC at the outset set a clear objective and direction of its action. More
Importantly it had full and unconditional support of its governing board. It also proactively engaged its physician’s
in drafting a meaningful compact. It innovatively adopted and adapted the Toyota Production System to come up
with is own Virginia Mason Production System thus significantly improving its product.
Following its actions, VMMC also set clear KPI’s and targets for each of its improvement initiatives with rigorous monitoring
and documentation. This allowed its staff to follow the Plan Do Study and Act or PDSA cycle of improvement advocated by the
Institute for Healthcare improvement.
In 2018, according to the community checkup report, a non-profit organization that ranked and evaluated healthcare
In the state of Washinton
VMMC was rankeds as the top healthcare provider among commercial medicial group based on at least 15 measures.
This is a validation of the thrust of VMMC putting the patient at the top iof its strategic pyramid.
VMMC also became the preferred hospital of several big business in the Seattle area.
What can CLDH from Virginia Mason Medical Center ?
There are three key points that CLDH can learn from Virginia mason when it comes to improving
its services and patient experience.
We have two istitutions with acknowledged defective product wanting to improve these so they become the preferred brands.
They have set out their strategies and tactics accordingly with significant differences in their chosen actions and controls. Virginia Mason
has set clear directions and of the full support of the governing board. Knowing that they have to change from being provider centric to patient centric, they engaged their physicians in coming up with a compact that explicitly states what the physicians and the hospital can expect from each other setting clear areas of accountability. As far as control is concerned, CLDH was clearly deficient in setting, monitoring and documenting KPI’s that were aligned with its strategies and tactics.
Knowing now their differences CLDH can now
Having compared their SOSTAC’s , we now say that
Engaging and gaining the support of the governing board is crucial in any improvement initiative especially if
the process is lengthy and may not initially translate to increased revenues. In a physician centered healthcare
system, getting them on board is crucial in ensuring success of the hospital’s initiatives.
We must also set clear KPI’s that are aligned with your strategies and tactics. Setting only revenue targets as KPI’s may not always
reflect the intended results of any change initiative.
Once the KPI’s are set and properly aligned with tactics and actions , meticulously document and monitor these set measurement parameters. The lack of proper documentation and monitoring has greatly hampered the improvement initiatives of CLDH. Without
documented evidence of KPI’s CLDH had no way of meaningfully assess its chosen actions.
Having a clear objective or in mind and knowing why, it will now be easier to work on the how to achieve this end.
Remember the ZYX of beginning with the END in mind.
In the end, these learnings will help CLDH improve and come up with best-selling products and services.
After all, it’s all about CREATING, COMMUNICATING and delivering a VERY GOOD PRODUCT that satisfies
the needs, wants and demands of the customer, better than the competition.
