Health care organizations, insurance agencies, investment brokers, and accountants sell services rather than products.

But how do you know what your customer really wants?

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Traditionally, companies have assumed customer needs and expectations. Now successful companies need to actively solicit the customer's input, prioritize customer requirements, and apply this knowledge to their organization. These customer requirements can include ease of use, reliability, or response time that is sometimes difficult to measure.

involves making improvements once youve identified the problem. ` After identifying improvements opportunities the customer-driven management process calls for proceeding to make improvements in a rational and efficient manner.
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Measure Performance

Pursue improvement Plan do-checkact

Report result Provide feedbacks to key players

Draw conclusions Identify improvement opportunities

Having performance problem means that people are doing things wrong Having system problem means that people are doing wrong things. The goal of the company is to get people to do the right things right.

A service culture needs ongoing structures and supports that encourage proactive service improvement.

1.Identify and tackle Breakthrough Objectives In significant study of quality improvement strategies in health care, the Health Care Advisory Board reinforces the importance of carefully selecting process improvement priorities.

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PDCA Cycle, 1st -You Plan your improvement 2nd- You Do implement it on trial basis. 3rd You Check to determine the consequences or results. 4th- You Act accordingly, building your improvement into everyday operations

1.Identifies outputs, customers and customers expectations 2.Describe current process: 3.Measures and analyzes 4.Focuses on an improvement opportunities 5.Identifies root causes. 6.Generates and chooses solutions

.Mapping out a trial run 8.Implementing the trial run

.Evaluate the result 10. Draw conclusions

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Standardize the change ` 12. Monitor to hold the gains

Another approach to problem solving and process improvement involves creating incentives that encourage employee suggestions. Most suggestion programs are focused on cutting cost and because of this fact many use financial incentives

Train all managers in effective problem solving and process improvement; expect them to involve their staff in improvement initiatives. To advance process improvement in your organization, you need to train managers in particular.

5. Engage in benchmarking 6. Institute structures and special support for team improvement initiatives

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Identify goals for the day Conduct other necessary activities throughout the day, as required/as planned Review performance every hour Take action, when necessary, to correct nonstandard conditions

1. Understand your customers needs and define critical customer requirements. 2. Reconcile customer needs with desired business results and define Critical success factors. This analysis helps you determine your strategies, goals, objectives and success metrics

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edicare Health Insurance The Medicare program, established in 1966, provides health insurance coverage for Americans above the retirement age of 65. In this photo, a patient discusses her Medicare coverage with her doctor. icrosoft Encarta 2009. 1993-2008 Microsoft Corporation. All rights reserved.

`Thank

you