In this special study, we explore a few of customers' experiences with solving non-technical and technical problems, and their preferences when contacting life science suppliers' support departments.
This report is based on the responses of 278 life science researchers from around the globe who have had a customer service and/or technical support related problem in the last 6 months, completed this survey between March 8 and March 15, 2013.
Customer Service and Technical Support were defined in this study the following ways:
Customer Service: assistance provided after a purchase decision has been made related to order fulfillment, delivery and billing of products (e.g., a non-technical problem)
Technical Support: advice and assistance provided related to the use of a product/instrument and identifying the correct product for a particular application/experiment based on your technical needs
Readers of this report are encouraged to contact us with any questions or requests to explore this issue further and its implications for your current customer service and technical support offerings in 2013.
The document describes the development of a dashboard to measure the impact of Innovation Units at Massachusetts General Hospital. It outlines the dashboard development process, including selecting metrics, collecting data from various sources, and using visual displays and benchmarks to show performance over time. The goal is to use data to drive improvement through testing changes and spreading improvements. Sample metrics in the dashboard include falls, pressure ulcers, central line infections, and patient and staff satisfaction measures.
mHealth and Wireless Technology Conference Partnering with academic organizat...P. Kenyon Crowley
The document discusses partnering between academic organizations and industry on mHealth and wireless medical technology projects. It provides an overview of the Center for Health Information and Decision Systems (CHIDS) which partners with government agencies, private companies, and non-profits on various research projects related to health IT, mobile health, and healthcare analytics. The document then discusses specific opportunities for collaboration such as technology development, pilot programs, clinical trials, and applying for grants and contracts.
Software Advice BuyerView: Electronic Health Records Report 2014Software Advice
Software Advice talks regularly to medical practices considering a new EHR purchase. We analyzed those interactions to uncover the most common pain points and reasons for purchasing new software.
NextGen Healthcare is a leading provider of electronic health records and practice management solutions. They have over 600 ophthalmic medicine clients and understand the specific needs of eye care practices. Their integrated single database system streamlines workflows and provides tools to help practices succeed under value-based care models. The document outlines 5 criteria for choosing an EHR partner and argues NextGen meets all criteria as they offer a complete certified solution, have a strong market position, provide ophthalmology specific functionality, help practices achieve incentives, and can grow with practices over time.
United healthcare trends discussion by Frost & SullivanModupe Sarratt
The document discusses key trends, opportunities, and challenges in the healthcare industry related to growth and innovation. It identifies mobility in healthcare/mHealth and cloud computing in healthcare as top hot topics according to survey respondents. The document also summarizes findings regarding telehealth and mHealth markets, consumer views on how these technologies may improve convenience, quality and costs of care, and opportunities to leverage big data, engage consumers, and improve medical device connectivity.
The document describes the development of a dashboard to measure the impact of Innovation Units at Massachusetts General Hospital. It outlines the dashboard development process, including selecting metrics, collecting data from various sources, and using visual displays and benchmarks to show performance over time. The goal is to use data to drive improvement through testing changes and spreading improvements. Sample metrics in the dashboard include falls, pressure ulcers, central line infections, and patient and staff satisfaction measures.
mHealth and Wireless Technology Conference Partnering with academic organizat...P. Kenyon Crowley
The document discusses partnering between academic organizations and industry on mHealth and wireless medical technology projects. It provides an overview of the Center for Health Information and Decision Systems (CHIDS) which partners with government agencies, private companies, and non-profits on various research projects related to health IT, mobile health, and healthcare analytics. The document then discusses specific opportunities for collaboration such as technology development, pilot programs, clinical trials, and applying for grants and contracts.
Software Advice BuyerView: Electronic Health Records Report 2014Software Advice
Software Advice talks regularly to medical practices considering a new EHR purchase. We analyzed those interactions to uncover the most common pain points and reasons for purchasing new software.
NextGen Healthcare is a leading provider of electronic health records and practice management solutions. They have over 600 ophthalmic medicine clients and understand the specific needs of eye care practices. Their integrated single database system streamlines workflows and provides tools to help practices succeed under value-based care models. The document outlines 5 criteria for choosing an EHR partner and argues NextGen meets all criteria as they offer a complete certified solution, have a strong market position, provide ophthalmology specific functionality, help practices achieve incentives, and can grow with practices over time.
United healthcare trends discussion by Frost & SullivanModupe Sarratt
The document discusses key trends, opportunities, and challenges in the healthcare industry related to growth and innovation. It identifies mobility in healthcare/mHealth and cloud computing in healthcare as top hot topics according to survey respondents. The document also summarizes findings regarding telehealth and mHealth markets, consumer views on how these technologies may improve convenience, quality and costs of care, and opportunities to leverage big data, engage consumers, and improve medical device connectivity.
Clinical Investigator Portal Innovation and Support ProfileKevin Shea
Clinical Investigator Portals can be an innovative, consistent, and useful entry point for study trial participants to access systems they require to complete their tasks.
Portals vary in robustness and complexity
In attempting to determine the correct level of functionality and complexity, we sought to determine the presence of a correlation:
Complexity of a Client Investigator Portal
and
The number and type of Support Requests
The document discusses various techniques for requirements discovery in systems analysis, including sampling documentation, observation, questionnaires, and interviews. It provides tips for conducting interviews effectively such as preparing questions in advance, actively listening, and obtaining permission before observing processes. Observation methods include both official, announced observation as well as unofficial observation through documentation. Questionnaires can be designed with predefined response options or as free-form responses.
The document discusses ServiceNow assessments, which are used to gather customer feedback on tickets. It provides details on assessment structure, reporting, notifications, and best practices for assignment group managers. Key points include that assessments use a Likert scale, generate scorecard reports for analysts and groups, and managers should review negative feedback to ensure customer satisfaction.
This document provides an outline and overview of requirements elicitation and specifications for a system analysis and design course. It discusses key topics like the importance of requirements, types of requirements including functional and non-functional, techniques for eliciting requirements like interviews and questionnaires, prioritizing requirements, validating requirements, and managing requirements. The document is intended to educate students on properly defining what a system must do through detailed requirements.
Module 4 Technology Project ProposalSubmit the complete.docxroushhsiu
Module 4: Technology Project Proposal
Submit the completed assignment by 11:59 PM, Sunday of Module 4.
Overview
A fundamental aspect of nursing informatics is project implementations based on technology for patient care problems. The American Nurses Association (ANA) Scope and Standards of Nursing Informatics Practice requires the Nurse Informaticist to propose, implement, and evaluate technological advances for quality patient care. The Quality and Safety Education for Nursing’s (QSEN) pre-licensure Informatics competencies relate to how informatics supports safe, quality patient care through the following:
· Value nurses’ involvement in design, selection, implementation, and evaluation of information technologies to support patient care
· Describe examples of how technology and information management are related to the quality and safety of patient care
· Apply technology and information management tools to support safe processes of care
For this assignment, you will develop a proposal for a new technology that is currently not being used in your area of nursing practice. Keep in mind that technology has some form of electronic component to it for this paper.
Starting with the need, identify why the need exists for the new technology. What data is collected that tells you a problem exists? How will this technology answer the problem? Provide an analysis of the current situation and potential opportunity for improving patient care. With any new technology project, there must be stakeholder identification, an identification of quality indicators, projected benefits, consideration for training, and evaluation of outcomes.
Write a 6-10 page formal APA paper that describes the new technology following the directions below. This does not include title page and references. The 6-10 range allows you to expand or contract your paper and gives you some leeway on the total number of pages.
The purpose of this assignment is to encourage a depth and breadth of understanding about new technology and the impact on patient care. This assignment allows insight into the many facets of bringing about change from inception to evaluation.
This assignment is 20 points, or 20% of your final grade.
Directions
1. The Technology Proposal Project is a formal paper so plan accordingly. Use section headers (Background of Problem, Technology, Quality, Stakeholders, Evaluation and Conclusion). Please keep in mind that the following is to be used as a guide. You still need to demonstrate original and critical thinking on the topics.
NUR 451 Nursing Informatics
1
2. Provide a background on the new technology. This should include one to two pages that provides a general understanding of the problem, in a global sense, that the proposed technology could address. Include:
a. Context for the problem. Consider the following questions when writing this section: What is the problem for health care? How do you know it is a problem? What data is currently collected ...
This presentation looks at the year ahead from the perspective of EH&S professionals. Look here for in-depth analysis of the results from a recent survey Triumvirate Environmental conducted to find out what the greatest trends, challenges and priorities are for EH&S professionals in 2016.
Three key findings from the survey:
1) The top 3 business initiatives IT will support are increased operational efficiency, improved customer experience, and cost reduction. The top 3 IT initiatives are cloud computing, modernizing legacy systems, and data governance.
2) Over two-thirds of respondents said siloed data negatively impacts their organization. The most common IT challenge was skills/staff shortage.
3) While most organizations are somewhat effective in getting value from data, making data accessible across the enterprise and delivering insights to business users outside of IT were challenges.
Big Data - What it Really Means for VOC and Customer Experience ProfessionalsBusiness Over Broadway
This document discusses how big data can help customer experience (CX) professionals. It defines big data as large, complex data sets that are difficult to analyze using traditional methods. Big data has three characteristics - volume, velocity, and variety. The document outlines five high-value uses of big data for businesses: exploration, obtaining a 360-degree view of customers, security/intelligence, operational analysis, and augmenting data warehouses. It emphasizes the importance of integrating different data sources to gain insights and measure the impact of various factors like operations and employee/partner satisfaction on customer loyalty. The final sections provide a framework for customer loyalty measurement and discuss selecting an initial big data project.
Seven steps for Use Routine Information to Improve HIV/AIDS Program_Snyder_5....CORE Group
This document outlines a 7 step approach to using routine data to improve HIV/AIDS programs. The 7 steps are: 1) identify questions of interest, 2) prioritize key questions, 3) identify data needs and sources, 4) transform data into information, 5) interpret information and draw conclusions, 6) craft solutions and take action, and 7) continue to monitor key indicators. The approach aims to facilitate using existing data to answer important questions and inform decision making through collaborative work between data users and producers. Overall, the 7 step approach provides a framework to strategically use routine monitoring data to strengthen HIV/AIDS programs and policies.
The Economics of Customer Service ExcellenceJames Watson
This document discusses improving customer support through focusing on self-service, tier 1 support, and knowledge management. It provides an example of a technology company that achieved a 92.8% customer satisfaction rate through implementing self-service portals, community integration, business intelligence reporting, and knowledge base improvements. The document recommends calculating the cost of doing nothing, benchmarking against peers, improving tier 1 tools and training, and looking for configurable rather than customized solutions.
Improving the customer experience using big data customer-centric measurement...TCELab LLC
This presentation provides an overview of some of the content of my new book, TCE: Total Customer Experience. In the presentation, I discuss customer experience management, customer loyalty, the optimal customer survey, the value of analytics and using a Big Data customer-centric approach to improve the value of all your business data.
For More, please visit http://www.tcelab.com
Data Quality Doesn’t Just Happen: And Here’s What Some of the Industry’s Most...InsightInnovation
Data quality isn’t always the sexiest topic, but it’s critical and one that buyers and suppliers often neglect to have. The ramifications of ignoring it can cost millions of dollars. Some of the industry’s largest buyers and suppliers have found a simple solution though and it’s one that is available to everyone else too. Come here about how the issue of data quality concerns haven’t gone away, and what others are doing to make sure they and their insights are protected.
Foundry's Customer Engagement study was previously released under the IDG Communications brand. The study provides insight into the various types and volume of content tech buyers consume throughout their buying journey, and also helps tech vendors understand ITDMs' engagement preferences when it comes to vendor follow-up and maintaining relationships.
Smart Marketing for Engineers - IEEE GlobalSpec and TREW Marketing - 2017 Res...Jenn Corcoran
Industrial marketers need to understand what content engineers consume, why they look for it, and how they find it.
Therefore, IEEE GlobalSpec and TREW Marketing partnered to conduct a survey in major regions of the world to learn critical information from technical professionals.
This research report details our findings, including the types of content engineers prefer, what portion of their buying process happens online, how they use content during the buying process, and more.
Improving the customer experience using big data customer-centric measurement...Vishal Kumar
This presentation provides an overview of some of the content of my new book, TCE: Total Customer Experience. In the presentation, I discuss customer experience management, customer loyalty, the optimal customer survey, the value of analytics and using a Big Data customer-centric approach to improve the value of all your business data.
For More, please visit http://www.tcelab.com
Improving the customer experience using big data customer-centric measurement...Business Over Broadway
This presentation provides an overview of some of the content of my new book, TCE: Total Customer Experience. In the presentation, I discuss customer experience management, customer loyalty, the optimal customer survey, the value of analytics and using a Big Data customer-centric approach to improve the value of all your business data
A recent survey commissioned by Synopsys was designed to understand the risks to clinicians and patients due to insecure medical devices. The resulting report identified some expected findings, but others were extremely surprising. For instance, 67% of medical device manufacturers and 56% of healthcare delivery organizations believe an attack on a medical device built or in use by their organization is likely to occur over the next 12 months. Join Larry Ponemon of the Ponemon Institute and Mike Ahmadi of Synopsys as they discuss report highlights. They provide insight and predictions regarding the future of security in the medical device and healthcare industries.
This document summarizes a presentation given by Jan B. Pietzsch and John H. Linehan on their comprehensive analysis of the FDA 510(k) process for medical device approval. They conducted interviews and a survey of over 350 industry experts to understand their experiences and perspectives. Key findings included that the predictability of the 510(k) process significantly impacts investment decisions, and that small companies face greater challenges than large companies in interacting with the FDA and navigating the regulatory process. Opportunities for improving the process were also discussed.
IHP 525 Final Project Data Analysis Guidelines and Rubric MalikPinckney86
IHP 525 Final Project Data Analysis Guidelines and Rubric
Overview
Now that you have submitted your article review, you will submit Your Final Project Data Analysis. The Final Project Article Review was an opportunity to
demonstrate your ability to interpret statistics included in an article. The Final Project Data Analysis is a chance to show that you know how to choose the
correct statistics to analyze a set of data and calculate these using software.
Regardless of their field of interest, health professionals across disciplines need to be able to run basic biostatistical calculations to describe a set of data.
The Final Project Data Analysis reinforces these critical skills by asking you to conduct your own analysis of a small data set, explain the basic parameters of the
data, graph it, and run simple tests. You will present this data analysis in a brief statistical report, using language appropriate to a non-technical audience.
The Final Project Data Analysis consists of four milestones, submitted in Modules Two, Three, Five, and Seven. The final submission occurs in Module Nine.
In this assignment, you will demonstrate your mastery of the following course outcomes:
Perform basic, context-appropriate statistical calculations and hypothesis testing in accurately analyzing biostatistical data
Interpret key biostatistical metrics, methods, and data for addressing population-based health problems
Communicate biostatistical results, procedures, and analysis to other health professionals and the general public for informing their decisions related to
population-based health problems
Prompt
Biostatisticians are constantly called upon to analyze data in order to help researchers and health officials answer critical questions about populations’ health.
For this assessment, you will imagine you are a biostatistical consultant on a small study for a local health organization. In the Assignments Guidelines and
Rubrics area of the course, you will use the Data Analysis Data Set and Data Analysis Data Description, along with some background information on how and
when the data was collected and the general research question the organization is interested in answering. This is often the way you will receive data in the real
world.
Your task is to help the organization answer their question by critically analyzing the data. You will compute your chosen statistics, interpret the results, and
present the results and recommendations to non-technical decision makers in the form of a data analysis. Keep in mind that it is your job to do this from a
statistical standpoint. Be sure to justify your conclusions and recommendations with appropriate statistical support.
Specifically, you must address the critical elements listed below. Most of the critical elements align with a particular course outcome (shown in brackets).
I. Introduction
A. State the overall health question you have been asked ...
Clinical Investigator Portal Innovation and Support ProfileKevin Shea
Clinical Investigator Portals can be an innovative, consistent, and useful entry point for study trial participants to access systems they require to complete their tasks.
Portals vary in robustness and complexity
In attempting to determine the correct level of functionality and complexity, we sought to determine the presence of a correlation:
Complexity of a Client Investigator Portal
and
The number and type of Support Requests
The document discusses various techniques for requirements discovery in systems analysis, including sampling documentation, observation, questionnaires, and interviews. It provides tips for conducting interviews effectively such as preparing questions in advance, actively listening, and obtaining permission before observing processes. Observation methods include both official, announced observation as well as unofficial observation through documentation. Questionnaires can be designed with predefined response options or as free-form responses.
The document discusses ServiceNow assessments, which are used to gather customer feedback on tickets. It provides details on assessment structure, reporting, notifications, and best practices for assignment group managers. Key points include that assessments use a Likert scale, generate scorecard reports for analysts and groups, and managers should review negative feedback to ensure customer satisfaction.
This document provides an outline and overview of requirements elicitation and specifications for a system analysis and design course. It discusses key topics like the importance of requirements, types of requirements including functional and non-functional, techniques for eliciting requirements like interviews and questionnaires, prioritizing requirements, validating requirements, and managing requirements. The document is intended to educate students on properly defining what a system must do through detailed requirements.
Module 4 Technology Project ProposalSubmit the complete.docxroushhsiu
Module 4: Technology Project Proposal
Submit the completed assignment by 11:59 PM, Sunday of Module 4.
Overview
A fundamental aspect of nursing informatics is project implementations based on technology for patient care problems. The American Nurses Association (ANA) Scope and Standards of Nursing Informatics Practice requires the Nurse Informaticist to propose, implement, and evaluate technological advances for quality patient care. The Quality and Safety Education for Nursing’s (QSEN) pre-licensure Informatics competencies relate to how informatics supports safe, quality patient care through the following:
· Value nurses’ involvement in design, selection, implementation, and evaluation of information technologies to support patient care
· Describe examples of how technology and information management are related to the quality and safety of patient care
· Apply technology and information management tools to support safe processes of care
For this assignment, you will develop a proposal for a new technology that is currently not being used in your area of nursing practice. Keep in mind that technology has some form of electronic component to it for this paper.
Starting with the need, identify why the need exists for the new technology. What data is collected that tells you a problem exists? How will this technology answer the problem? Provide an analysis of the current situation and potential opportunity for improving patient care. With any new technology project, there must be stakeholder identification, an identification of quality indicators, projected benefits, consideration for training, and evaluation of outcomes.
Write a 6-10 page formal APA paper that describes the new technology following the directions below. This does not include title page and references. The 6-10 range allows you to expand or contract your paper and gives you some leeway on the total number of pages.
The purpose of this assignment is to encourage a depth and breadth of understanding about new technology and the impact on patient care. This assignment allows insight into the many facets of bringing about change from inception to evaluation.
This assignment is 20 points, or 20% of your final grade.
Directions
1. The Technology Proposal Project is a formal paper so plan accordingly. Use section headers (Background of Problem, Technology, Quality, Stakeholders, Evaluation and Conclusion). Please keep in mind that the following is to be used as a guide. You still need to demonstrate original and critical thinking on the topics.
NUR 451 Nursing Informatics
1
2. Provide a background on the new technology. This should include one to two pages that provides a general understanding of the problem, in a global sense, that the proposed technology could address. Include:
a. Context for the problem. Consider the following questions when writing this section: What is the problem for health care? How do you know it is a problem? What data is currently collected ...
This presentation looks at the year ahead from the perspective of EH&S professionals. Look here for in-depth analysis of the results from a recent survey Triumvirate Environmental conducted to find out what the greatest trends, challenges and priorities are for EH&S professionals in 2016.
Three key findings from the survey:
1) The top 3 business initiatives IT will support are increased operational efficiency, improved customer experience, and cost reduction. The top 3 IT initiatives are cloud computing, modernizing legacy systems, and data governance.
2) Over two-thirds of respondents said siloed data negatively impacts their organization. The most common IT challenge was skills/staff shortage.
3) While most organizations are somewhat effective in getting value from data, making data accessible across the enterprise and delivering insights to business users outside of IT were challenges.
Big Data - What it Really Means for VOC and Customer Experience ProfessionalsBusiness Over Broadway
This document discusses how big data can help customer experience (CX) professionals. It defines big data as large, complex data sets that are difficult to analyze using traditional methods. Big data has three characteristics - volume, velocity, and variety. The document outlines five high-value uses of big data for businesses: exploration, obtaining a 360-degree view of customers, security/intelligence, operational analysis, and augmenting data warehouses. It emphasizes the importance of integrating different data sources to gain insights and measure the impact of various factors like operations and employee/partner satisfaction on customer loyalty. The final sections provide a framework for customer loyalty measurement and discuss selecting an initial big data project.
Seven steps for Use Routine Information to Improve HIV/AIDS Program_Snyder_5....CORE Group
This document outlines a 7 step approach to using routine data to improve HIV/AIDS programs. The 7 steps are: 1) identify questions of interest, 2) prioritize key questions, 3) identify data needs and sources, 4) transform data into information, 5) interpret information and draw conclusions, 6) craft solutions and take action, and 7) continue to monitor key indicators. The approach aims to facilitate using existing data to answer important questions and inform decision making through collaborative work between data users and producers. Overall, the 7 step approach provides a framework to strategically use routine monitoring data to strengthen HIV/AIDS programs and policies.
The Economics of Customer Service ExcellenceJames Watson
This document discusses improving customer support through focusing on self-service, tier 1 support, and knowledge management. It provides an example of a technology company that achieved a 92.8% customer satisfaction rate through implementing self-service portals, community integration, business intelligence reporting, and knowledge base improvements. The document recommends calculating the cost of doing nothing, benchmarking against peers, improving tier 1 tools and training, and looking for configurable rather than customized solutions.
Improving the customer experience using big data customer-centric measurement...TCELab LLC
This presentation provides an overview of some of the content of my new book, TCE: Total Customer Experience. In the presentation, I discuss customer experience management, customer loyalty, the optimal customer survey, the value of analytics and using a Big Data customer-centric approach to improve the value of all your business data.
For More, please visit http://www.tcelab.com
Data Quality Doesn’t Just Happen: And Here’s What Some of the Industry’s Most...InsightInnovation
Data quality isn’t always the sexiest topic, but it’s critical and one that buyers and suppliers often neglect to have. The ramifications of ignoring it can cost millions of dollars. Some of the industry’s largest buyers and suppliers have found a simple solution though and it’s one that is available to everyone else too. Come here about how the issue of data quality concerns haven’t gone away, and what others are doing to make sure they and their insights are protected.
Foundry's Customer Engagement study was previously released under the IDG Communications brand. The study provides insight into the various types and volume of content tech buyers consume throughout their buying journey, and also helps tech vendors understand ITDMs' engagement preferences when it comes to vendor follow-up and maintaining relationships.
Smart Marketing for Engineers - IEEE GlobalSpec and TREW Marketing - 2017 Res...Jenn Corcoran
Industrial marketers need to understand what content engineers consume, why they look for it, and how they find it.
Therefore, IEEE GlobalSpec and TREW Marketing partnered to conduct a survey in major regions of the world to learn critical information from technical professionals.
This research report details our findings, including the types of content engineers prefer, what portion of their buying process happens online, how they use content during the buying process, and more.
Improving the customer experience using big data customer-centric measurement...Vishal Kumar
This presentation provides an overview of some of the content of my new book, TCE: Total Customer Experience. In the presentation, I discuss customer experience management, customer loyalty, the optimal customer survey, the value of analytics and using a Big Data customer-centric approach to improve the value of all your business data.
For More, please visit http://www.tcelab.com
Improving the customer experience using big data customer-centric measurement...Business Over Broadway
This presentation provides an overview of some of the content of my new book, TCE: Total Customer Experience. In the presentation, I discuss customer experience management, customer loyalty, the optimal customer survey, the value of analytics and using a Big Data customer-centric approach to improve the value of all your business data
A recent survey commissioned by Synopsys was designed to understand the risks to clinicians and patients due to insecure medical devices. The resulting report identified some expected findings, but others were extremely surprising. For instance, 67% of medical device manufacturers and 56% of healthcare delivery organizations believe an attack on a medical device built or in use by their organization is likely to occur over the next 12 months. Join Larry Ponemon of the Ponemon Institute and Mike Ahmadi of Synopsys as they discuss report highlights. They provide insight and predictions regarding the future of security in the medical device and healthcare industries.
This document summarizes a presentation given by Jan B. Pietzsch and John H. Linehan on their comprehensive analysis of the FDA 510(k) process for medical device approval. They conducted interviews and a survey of over 350 industry experts to understand their experiences and perspectives. Key findings included that the predictability of the 510(k) process significantly impacts investment decisions, and that small companies face greater challenges than large companies in interacting with the FDA and navigating the regulatory process. Opportunities for improving the process were also discussed.
IHP 525 Final Project Data Analysis Guidelines and Rubric MalikPinckney86
IHP 525 Final Project Data Analysis Guidelines and Rubric
Overview
Now that you have submitted your article review, you will submit Your Final Project Data Analysis. The Final Project Article Review was an opportunity to
demonstrate your ability to interpret statistics included in an article. The Final Project Data Analysis is a chance to show that you know how to choose the
correct statistics to analyze a set of data and calculate these using software.
Regardless of their field of interest, health professionals across disciplines need to be able to run basic biostatistical calculations to describe a set of data.
The Final Project Data Analysis reinforces these critical skills by asking you to conduct your own analysis of a small data set, explain the basic parameters of the
data, graph it, and run simple tests. You will present this data analysis in a brief statistical report, using language appropriate to a non-technical audience.
The Final Project Data Analysis consists of four milestones, submitted in Modules Two, Three, Five, and Seven. The final submission occurs in Module Nine.
In this assignment, you will demonstrate your mastery of the following course outcomes:
Perform basic, context-appropriate statistical calculations and hypothesis testing in accurately analyzing biostatistical data
Interpret key biostatistical metrics, methods, and data for addressing population-based health problems
Communicate biostatistical results, procedures, and analysis to other health professionals and the general public for informing their decisions related to
population-based health problems
Prompt
Biostatisticians are constantly called upon to analyze data in order to help researchers and health officials answer critical questions about populations’ health.
For this assessment, you will imagine you are a biostatistical consultant on a small study for a local health organization. In the Assignments Guidelines and
Rubrics area of the course, you will use the Data Analysis Data Set and Data Analysis Data Description, along with some background information on how and
when the data was collected and the general research question the organization is interested in answering. This is often the way you will receive data in the real
world.
Your task is to help the organization answer their question by critically analyzing the data. You will compute your chosen statistics, interpret the results, and
present the results and recommendations to non-technical decision makers in the form of a data analysis. Keep in mind that it is your job to do this from a
statistical standpoint. Be sure to justify your conclusions and recommendations with appropriate statistical support.
Specifically, you must address the critical elements listed below. Most of the critical elements align with a particular course outcome (shown in brackets).
I. Introduction
A. State the overall health question you have been asked ...
Similar to Mini-Survey: Customer Service and Technical Support for Life Science Products (20)
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a curated compilation of PowerPoint diagrams and templates designed to illustrate 20 different digital transformation frameworks and models. These frameworks are based on recent industry trends and best practices, ensuring that the content remains relevant and up-to-date.
Key highlights include Microsoft's Digital Transformation Framework, which focuses on driving innovation and efficiency, and McKinsey's Ten Guiding Principles, which provide strategic insights for successful digital transformation. Additionally, Forrester's framework emphasizes enhancing customer experiences and modernizing IT infrastructure, while IDC's MaturityScape helps assess and develop organizational digital maturity. MIT's framework explores cutting-edge strategies for achieving digital success.
These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes.
Frameworks/Models included:
Microsoft’s Digital Transformation Framework
McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
Cisco’s Digital Transformation Framework
Cognizant’s Digital Transformation Framework
DXC Technology’s Digital Transformation Framework
The BCG Strategy Palette
McKinsey’s Digital Transformation Framework
Digital Transformation Compass
Four Levels of Digital Maturity
Design Thinking Framework
Business Model Canvas
Customer Journey Map
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The Steadfast and Reliable Bull: Taurus Zodiac Signmy Pandit
Explore the steadfast and reliable nature of the Taurus Zodiac Sign. Discover the personality traits, key dates, and horoscope insights that define the determined and practical Taurus, and learn how their grounded nature makes them the anchor of the zodiac.
The report *State of D2C in India: A Logistics Update* talks about the evolving dynamics of the d2C landscape with a particular focus on how brands navigate the complexities of logistics. Third Party Logistics enablers emerge indispensable partners in facilitating the growth journey of D2C brands, offering cost-effective solutions tailored to their specific needs. As D2C brands continue to expand, they encounter heightened operational complexities with logistics standing out as a significant challenge. Logistics not only represents a substantial cost component for the brands but also directly influences the customer experience. Establishing efficient logistics operations while keeping costs low is therefore a crucial objective for brands. The report highlights how 3PLs are meeting the rising demands of D2C brands, supporting their expansion both online and offline, and paving the way for sustainable, scalable growth in this fast-paced market.
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Efficient PHP Development Solutions for Dynamic Web ApplicationsHarwinder Singh
Unlock the full potential of your web projects with our expert PHP development solutions. From robust backend systems to dynamic front-end interfaces, we deliver scalable, secure, and high-performance applications tailored to your needs. Trust our skilled team to transform your ideas into reality with custom PHP programming, ensuring seamless functionality and a superior user experience.
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Mini-Survey: Customer Service and Technical Support for Life Science Products
1. Mini Survey: Customer Service and Technical Support for
Life Science Products
Courtesy of BioInformatics, LLC
June 2013
BioInformatics, LLC
2111 Wilson Boulevard
Suite 250
Arlington, VA 22201
703.778.3080
703.778.3081 fax
www.gene2drug.com
Market Insights From Gene to Drug
2. BioInformatics, LLC • Confidential • Page 2 of 20
Study Overview
In Customer Service and Technical Support for Life Science Products, we explore
a few of the customers’ experiences with solving non-technical and technical problems
and their preferences when contacting life science suppliers’ support departments.
278 scientists from around the globe who have had a customer service and/or technical
support related problem in the last 6 months completed this survey between March 8
and March 15, 2013.
Customer Service and Technical Support were defined in this study the following ways:
Customer Service: assistance provided after a purchase decision has been made
related to order fulfillment, delivery and billing of products (e.g., a non-technical
problem).
Technical Support: advice and assistance provided related to the use and
performance of a product/instrument and identifying the correct product for a particular
application/experiment based on your technical needs.
4. BioInformatics, LLC • Confidential • Page 4 of 20
Frequently
22%
Rarely
35%
Constantly
4%
Never
3%
Occasionally
36%
Customer Service
Answer choice definitions:
Constantly: several time a week
Frequently: more than once a month
Occasionally: once a month
Rarely: once or twice a year
*Customer Service and Technical Support for Life Science Products:
Customer Preferences, Report #11-002, April 2011, BioInformatics, LLC
Overall, compared to 2011
results*, respondents report an
increase in the frequency with
which they contact customer
service. Specifically, there was a
20% increase from 2011 to 2013
in the number of respondents
who contacted customer service
“frequently” or “occasionally”.
Question 1 — Customer Service
In the last 6 months, approximately how often have you contacted customer service for
your research products and/or instrumentation? (choose only one)
Respondents=278
5. BioInformatics, LLC • Confidential • Page 5 of 20
43%
36%
36%
33%
24%
24%
23%
18%
17%
12%
1%
Biologicals
Accessories/replacement
parts
Equipment/instrumentation
costing >$5,000 USD
Chemicals
Research/specialty kits
Equipment/instrumentation
costing !$5,000 USD
Custom products
Data analysis software
Apparatus
Glassware/plastics
Other
Customer Service
Respondents more often cite
needing customer service for
their equipment/instrumentation
over $5,000 USD (+11%), and
$5,000 USD or less (+8%) and
their data analysis software
(+9%) than they did in 2011.
Question 2
For which type(s) of products have you most often needed to contact/obtain customer
service for a non-technical problem in the last 6 months? (check all that apply)
Respondents=269
6. BioInformatics, LLC • Confidential • Page 6 of 20
Customer Service
Respondents overwhelmingly
prefer contacting customer
service via email and phone for
their non-technical problems.
Question 3
Assuming all of the following channels were available from each life science supplier,
which THREE would you most prefer to use when interacting with the customer service
department about a non-technical problem? (check up to THREE)
Respondents=268
84%
80%
37%
16%
10%
6%
6%
3%
2%
1%
Email
Phone
"Live"/"Real-time" chat
w/ representative
Web self-service
Website FAQ section
Phone/voice self-service
Website complaint form
Supplier-sponsored customer/
peer community
Social media/Public platform
Other
7. BioInformatics, LLC • Confidential • Page 7 of 20
48%
21%
30%
27%
28%
18%
37%
6%
34%
32%
16%
39%
12%
28%
23%
31%
28%
26%
22%
29%
8%
26%
30%
20%
31%
22%
18%
19%
16%
16%
9%
17%
20%
17%
5%
16%
9%
14%
11%
19%
8%
18%
14%
11%
14%
6%
10%
5%
9%
10%
7%
5%
6%
8%
14%
10%
6%
18%
15%
19%
26%
18%
13%
8%
9%
5%
5%
6%
6%
7%
6%
6% 12%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
24/7 availability
Ability to help fix a problem quickly
Access to troubleshooting help
Customer-focused attitude
Diagnosing order-related
problems efficiently
Immediate access to "live" help
Immediate access to "live" help
Managing customer complaints
promptly and efficiently
Mobile customer service
solutions
On-time delivery
Patience and politeness
when dealing with customers
"Personal" service
Responding to customer
requests promptly
10. Extremely Important 9 8 7 6 5 4 3 2 1 0. Not At All Important
Customer Service
*Highly important is defined as the percentage
of respondents who selected 8, 9 and 10 on
the 11-point scale.
Respondents
consider the
customer service
department’s
ability to help fix
a problem quickly
(91%), prompt
response to
customer
requests (87%)
and prompt and
efficient
management of
customer
complaints (82%)
to be highly
important*.
Question 4
How IMPORTANT are the following qualities of a life science supplier’s customer
service department to you? (choose only one for each)
Respondents=269
8. BioInformatics, LLC • Confidential • Page 8 of 20
49%
26%
14%
9%
2%
Completeness in
solving my problem
Speed of solving my
problem
Solving my problem
with one channel
Online tools that allow
me to solve a problem
myself
Linking me with other
customers for advice
and problem solving
tips
Customer Service
Slightly more respondents (+3%)
than in 2011 believe that online
tools that allow them to solve
problems themselves should be a
priority of a supplier’s customer
service department.
Question 5
What do you believe should be the MOST important priority of a life science supplier’s
customer service department to address your non-technical problems? (choose only
one)
Respondents=268
9. BioInformatics, LLC • Confidential • Page 9 of 20
32%
20%
19%
19%
3%
3%
2%
1%
<1%
<1%
Competent/capable personnel
Ability to understand my problem quickly
Ability to access to a "live"
representative quickly
Accurate problem recognition
Follow-up after an incident to
ensure issue(s) are resolved
Fast response to my inquiry
Multiple sources of assistance available
Social media responsiveness
Comprehensive FAQ section
on the website
User-friendly, helpful website
Customer Service
One-third of respondents indicate
that competent and capable
personnel are the key to a
responsive customer service
department. This is different than
the 2011 results where the ability
to access a rep quickly defined
“responsive” customer service.
Question 6
What do you believe makes the most responsive customer service? (choose only one)
Respondents=269
10. BioInformatics, LLC • Confidential • Page 10 of 20
Technical Support
Technical Support
11. BioInformatics, LLC • Confidential • Page 11 of 20
Constantly
4%
Frequently
23%
Rarely
32%
Never
3%
Occasionally
38%
Technical Support
Overall, compared to 2011
results*, respondents report an
increase in the frequency with
which they contact technical
support. Specifically, from 2011 to
2013, there was a 22% increase
in the number of respondents
who contacted technical support
“frequently” or “occasionally”.
Question 1 — Technical Support
In the last 6 months, approximately how often have you contacted technical support for
your research products and/or instrumentation? (choose only one)
Respondents=278
Answer choice definitions:
Constantly: several time a week
Frequently: more than once a month
Occasionally: once a month
Rarely: once or twice a year
*Customer Service and Technical Support for Life Science Products:
Customer Preferences, Report #11-002, April 2011, BioInformatics, LLC
12. BioInformatics, LLC • Confidential • Page 12 of 20
Technical Support
Respondents more often cite
needing technical support for
their equipment/instrumentation
costing $5,000 USD or less
(+10%) and their accessories/
replacement parts (+5%) but less
often cite needing technical
support for their equipment/
instrumentation costing more
than $5,000 USD (-7%) and their
research/specialty kits (-7%) than
they did in 2011.
Question 7
For which type(s) of products have you most often required technical support for a
technical problem in the last 6 months? (check all that apply)
Respondents=271
41%
33%
27%
25%
18%
17%
17%
16%
14%
5%
<1%
Equipment/instrumentation
costing >$5,000 USD
Biologicals
Equipment/instrumentation
costing !$5,000 USD
Accessories/replacement
parts
Custom products
Research/specialty kits
Data analysis software
Chemicals
Apparatus
Glassware/plastics
Other
13. BioInformatics, LLC • Confidential • Page 13 of 20
Technical Service
Respondents overwhelmingly
prefer contacting technical
support via phone and email for
their technical problems.
Question 8
Assuming all of the following methods were available from each life science supplier,
which THREE would you most prefer to use when interacting with the technical service
department about a technical problem? (check up to THREE)
Respondents=270
79%
77%
43%
10%
10%
9%
7%
6%
6%
3%
1%
1%
1%
Phone
Email
"Live"/"Real-time" chat
w/ representative
Web self-service
Support documentation
Phone/voice self-service
Software downloads
Training
courses/webinars/tutorial
Website FAQ section
Website complaint form
Social media/Public
platform
Supplier-sponsored
customer/
Other
14. BioInformatics, LLC • Confidential • Page 14 of 20
Technical Support
*Highly important is defined as the percentage
of respondents who selected 8, 9 and 10 on
the 11-point scale.
Question 9
How IMPORTANT are the following qualities of life science supplier’s technical
support department to you? (choose only one for each)
Respondents=271
47%
23%
34%
38%
29%
18%
34%
11%
31%
18%
22%
18%
41%
14%
31%
22%
28%
34%
30%
26%
35%
10%
30%
25%
25%
21%
35%
22%
17%
17%
21%
16%
11%
20%
21%
18%
14%
13%
9%
6%
10%
13%
8%
14%
9%
13%
11%
15%
6%
9%
10%
8%
5%
5%
15%
23%
14%
23%
22%
20%
12%
11%
7%
9%
5%
7%
8%
10%
8%
8%
5% 5% 11%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
24/7 availability
Ability to help fix a problem quickly
Access to troubleshooting help
Customer-focused attitude
Diagnosing product-related
problems efficiently
Immediate access to "live" help
Immediate access to "live" help
Managing customer complaints
promptly and efficiently
Mobile technical support solutions
Patience and politeness
when dealing with customers
"Personal" service
Personnel with 2+ years
of laboratory experience
Personnel with advanced
scientific degrees
Responding to customer
requests promptly
10. Extremely Important 9 8 7 6 5 4 3 2 1 0. Not At All Important
Respondents
consider the
technical support
department’s
ability to help fix
a problem quickly
(92%), prompt
response to
customer
requests (90%)
and efficient
diagnosis of
product-related
problems (89%)
to be highly
important*.
15. BioInformatics, LLC • Confidential • Page 15 of 20
Technical Support
Question 10
What do you believe should be the MOST important priority of life science
supplier’s technical support department to address your technical problems?
(choose only one)
Respondents=269
56%
19%
14%
5%
4%
2%
Completeness in
solving my problem
Personnel with "hands-
on" knowledge of the
product line
Speed of solving my
problem
Solving my problem
with one channel
Online tools that allow
me to solve a problem
myself
Linking me with other
customers for advice
and problem solving
tips
Completeness in solving their
problems was the highest priority
for respondents in 2011 and even
more so in 2013 (+8%).
16. BioInformatics, LLC • Confidential • Page 16 of 20
Technical Support
As they did in 2011, respondents
indicate that competent or
capable personnel make the most
responsive technical support and
they believe this even more so
today (+4%).
Question 11
What do you believe makes the most responsive technical support? (choose only
one)
Respondents=268
27%
20%
20%
19%
4%
3%
3%
2%
1%
<1%
<1%
Competent/capable personnel
Ability to access to a "live"
representative quickly
Accurate problem recognition
Ability to understand my problem quickly
Technically qualified
Follow-up after an incident to
ensure issue(s) are resolved
Fast response to my inquiry
Multiple sources of assistance available
Comprehensive FAQ section
on the website
Social media responsiveness
User-friendly, helpful website
18. BioInformatics, LLC • Confidential • Page 18 of 20
Demographics
Geographic Region
Respondents=278
North America
39%
Europe
30%
Rest of World
4%
Asia/Pacific
27%
19. BioInformatics, LLC • Confidential • Page 19 of 20
Demographics
Market Segment
Respondents=278
Academic
68%
Industrial
32%
44%
8%
6%
5%
3%
1%
1%
13%
11%
2%
2%
2%
1%
<1%
<1%
Academic/University
Research Institute
(non-profit)
Government
Hospital
University Medical
Center
Healthcare
Network/Facility
Research Foundation
Biopharmaceutical
Company
Pharmaceutical
Company
Agriculture/Agricultural
Biotechnology
Contract Research
Organization
Research Institute
(for profit)
Medical Devices
Commercial Testing
Lab
Diagnostics
Academic
(n=188)
Industrial
(n=90)
20. BioInformatics, LLC • Confidential • Page 20 of 20
Placeholder, enter your
own text here
BioInformatics LLC is the premier research and advisory firm
serving the life science tools industry. By leveraging our online
professional network of tens of thousands of biomedical
researchers, we have supported more than 400 companies and
provided insights that lead to better business decisions. Our
expertise includes assessing the size and attractiveness of
markets, optimizing product configurations and pricing, validating
corporate acquisitions, measuring customers’ brand loyalty, and
evaluating brand strength and positioning.
Since 1994, BioInformatics LLC has been providing off-the-shelf
reports, custom-designed studies and market analysis that enable
companies to understand their market and competitors through the
eyes of the most important information source of all—the people
who buy their products.
BioInformatics, LLC
CONTACT:
Bill Kelly
President
703.778.3080 x15
b.kelly@gene2drug.com
Greg Thompson
Director, Business Development
703.778.3080 x22
g.thompson@gene2drug.com
Mary Follin
Marketing Manager
703.778.3080 x13
m.follin@gene2drug.com