This document discusses a quality improvement project at a large medical center in 1996. It considers installing a new automated reception system but has concerns about how customers and employees would respond. There are concerns that automating the process could hurt customer satisfaction by removing the personal touch. It's unclear if the potential long-term benefits of increased customer retention outweigh the implementation costs, employee impacts, and other issues. The document recommends waiting to install the new system and further assessing customer and employee needs.
6. TThhee Q Quuaaliltiyty C Caarree s stotorryy
NNeeww T Teecchhnnoolologgyy
CCrritiitcicaal li sisssuueess
PPrroobblelemm i dideenntitfificicaatitoionn
RReeccoommmmeennddaatitoionn
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Quality Care Strategy
Pros and Cons
Choices ahead
an analysis.
The answer is ..
7. VVooiiccee ooff tthhee ccuussttoommeerr
The research says the customers prefer manual
The research says the customers prefer manual
reception area than automated one !
reception area than automated one !
14. Problem statement ::
How can a company adapt technology to help
manager to flow of information while still presenting
a personal face to customer ?
How can a company adapt technology to help
manager to flow of information while still presenting
a personal face to customer ?
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A Asssseessssiningg t htheeirir o owwnn r reeqquuirireemmeennt.t.
EExxaammininee o owwnn g gooaalsls a anndd t htheeirir c cuusstotommeerr’’ss d deessiriree
UUnniqiquuee s strtreennggththss : :r raappppoorrt tw witihth t hthee c cuusstotommeerrss
19. AAnndd wwee rreeccoommmmeenndd .... WWaaiitt !!
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iinnssttaallll !!
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The big payoff of installing this particular system is started with “Increased
customer retention over long run” but since no one had this type of system for very
long, how the potential benefit in the long run is determined?
Has the CEO calculated the cost and expected benefit in term of retention? Has CEO
emphasis on determining the return on quality?
20. AAAAsssskkkk oooouuuurrrrsssseeeellllvvvveeeessss::::
Has the decision maker considered the factor of employee and customer education
and implementation cost?
The big payoff of installing this particular system is started with “Increased
customer retention over long run” but since no one had this type of system for very
long, how the potential benefit in the long run is determined?
Has the CEO calculated the cost and expected benefit in term of retention? Has CEO
emphasis on determining the return on quality?
Has anyone thought of how this system would handle illiterate customer? or
language barriers ? Or people with poor vision?
23. If you know the enemy and know yourself you need
not fear - Sun Tzu
Notas do Editor
He stayed back in college till 18 months after dropping out, taking only the courses that interested him.
Slept on the floor ,ate from the Hare Krishna temple.
He says “ It wasn’t all romantic” but one of the best decisions he ever made.
Multiple typefaces and excellent typography were a result of a calligraphy course he took after dropping out.
It taught him not only what he wanted to do in life, but also later on served as the origin of invention of multiple typefaces.
He stayed back in college till 18 months after dropping out, taking only the courses that interested him.
Slept on the floor ,ate from the Hare Krishna temple.
He says “ It wasn’t all romantic” but one of the best decisions he ever made.
Multiple typefaces and excellent typography were a result of a calligraphy course he took after dropping out.
It taught him not only what he wanted to do in life, but also later on served as the origin of invention of multiple typefaces.
He stayed back in college till 18 months after dropping out, taking only the courses that interested him.
Slept on the floor ,ate from the Hare Krishna temple.
He says “ It wasn’t all romantic” but one of the best decisions he ever made.
Multiple typefaces and excellent typography were a result of a calligraphy course he took after dropping out.
It taught him not only what he wanted to do in life, but also later on served as the origin of invention of multiple typefaces.
He stayed back in college till 18 months after dropping out, taking only the courses that interested him.
Slept on the floor ,ate from the Hare Krishna temple.
He says “ It wasn’t all romantic” but one of the best decisions he ever made.
Multiple typefaces and excellent typography were a result of a calligraphy course he took after dropping out.
It taught him not only what he wanted to do in life, but also later on served as the origin of invention of multiple typefaces.