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Semelhante a Customer Delight Presentation SPC - 2012
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Customer Delight Presentation SPC - 2012
- 1. DR. MARISSA LIM Members: Allan Ross Lim Juan Carlo Pelovello Joe Gil Marcelino Ryan Bernaldo
- 2. Satisfaction -the contentment one feels when one has fulfilled a desire, need or expectation. Delight - is to take great pleasure or joy. Loyalty - Is having the feeling of allegiance.
- 3. IMPACT …
- 4. To create a customer delight program at Ciudad Medical Zamboanga.
- 5. 1. Establish/strengthen customer feedback to hospital (customer satisfaction survey) 2. Customer complaints action center 3. In-house customer service training (creating a courteous and caring culture)
- 6. 90 percent return on customer satisfaction survey 100% resolution of customer complaints 100% training of staff
- 8. Key Success Indicators -Customer satisfaction survey 90% return -100% patient complaints resolution in 24 hours -Customer Service training for 100% of staff Critical Success Indicators -Critical Mass of Satisfied patients -Patient retention and loyalty
- 9. Maintain a well-published accessible, transparent and simple to use system of dealing with complaints about quality of service provided. OBJECTIVE ACTION DEPLOYMENT PLAN To encourage Customers to give feedback •Revise Patient Satisfaction Survey Tool -PSST available on site and on line. Develop best practice complaints procedures. •Revise formal complaints procedures about service provided •-Patient Relations Specialist/custom er service committee
- 10. Take a proactive approach in proceeding information that is clear timely and accurate, is available at all points of contact and meet the requirements of people with specific needs Ensure that the potential offered by information technology is fully availed of and that the information available on public service website follows the guidelines on web publication. Continue the drive for simplification of Rules, Regulations, forms, information leaflets and procedures.
- 11. OBJECTIVE ACTION DEPLOYMENT PLAN User friendly ON- LINE access to guide health services •Ensure Website is kept current and up-to-date •Ensure relevant publication is kept up-to-date Website of CMZ printed on forms. -Multimedia platforms
- 12. Provide a priority lane for physically challenged and senior citizen customers. OBJECTIVE ACTION PLAN DEPLOYMENT PLAN Ensure ACCESS to all customers. Ensure physical access to all our facilities/services especially for those with special needs. Priority lanes at ancillary departments.(billing section, Laboratory, Radiology, etc..)
- 13. Timeliness and Courtesy To deliver services with courtesy, sensitivity and the minimum delay, fostering a climate of mutual respect between provider and customer. Give contact names in all communications to ensure ease of ongoing transactions.
- 14. OBJECTIVE ACTION DEPLOYMENT PLAN To deliver Services promptly and ensure ease of contact for customers Produce protocol regarding service delivery Time, answering telephone calls, email address, etc. -Quarterly Customer Service Training ( training officer )
- 15. YEAR 1 YEAR 2 YEAR 3 REMARKS WITH PERSONS-IN- CHARGE PLANNING January 10-20, 2013 Customer service committee MASTER DESIGN AND DEVELOPMENT PLAN February 1-9, 2013 CSC PRESENCE OF AN INTEGRATED CHECKLISTS March 10, 2013 CSC APPROVED BY TOP MANAGEMENT March 25, 2013 EXECOM
- 16. YEAR 1 YEAR 2 YEAR 3 REMARKS WITH PERSONS-IN- CHARGE DEPLOYMENT April 2013 CSC EDUCATION and REINFORCEMENT ON April 15, 2013 MONITORING Q3, Q4 CSC EVALUATION/CONT INUAL IMPROVEMENT Q3, Q4 APPLY FOR PQA
- 17. Question: (Ms. Luzvisminda) = who are the customers (define customers)? Answer: (Mr. Edwin To) = based on presentation customer is in-patient and their families, out-patient and their families. Suggestion of Dr. Joson: Expand the definition of customer, but the priority is patient. Agreed definition of customer: In and Out patients, Families of patients, Doctors, Other departments (co-worker)
Notas do Editor
- The evolution of customer service is being shaped by changing trends in business, consumers and the evolution of tehnology. Its influence as a strategic differentiator continues to grow. In fact, 86% of companies say customer experience is a top strategic priority. Since 2004, Ciudad Medical Zamboanga has initiated the patients’ satisfaction tool. However, it was not strictly implemented and its importance was not really being stressed out. As a result, there is no significant data that could serve as a basis for the improvement of health care services in CMZ.
- These 3 simple words have a slightly different meaning, but all have a significant impact on the attitude and behaviors of customers.
- When you create "WOW" you have planted a very special peg in the memory of the customer that is easy to recall. It creates the possibility of the customer telling the story about their "WOW" experience to many friends, associates and strangers. It creates the free advertising that you can't place a momentary value to.Customer delight brings customers coming back for more. It causes new customers to come. It takes to out of the realm of being the same as all the others and places you clearly at the top. It distinguishes you from the rest. It allows you to sell your product or service for more money than the competition. It allows you to make more return on your investment. It allows you to reward your employees.