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THE QUALITY IMPROVEMENT
CUSTOMERS DIDN’T WANT
Presented By:AbhishekTayalEshaanArora
Jasmine KhuranaKangan gupta
NeerajGarg
Theme Of The Case
New Technological investmentis a good decision for company and do customersaccept in positive way.
Key Person Involved in case
• Allan Moulter ( CEO of Quality Care.
• Jack Zadow ( Consultant)
• Ginger Rooney’s ( Vice President)
• Pat Penstone ( CIO)
Case
• Allan Moulter, CEO of Quality Care, isthinking on installingcomputerizedreception system that Jack Zadowproposed.
CommentsGiven By Jack Zadow
• Invest in new technologylikecomputerizedreception system, as itisimplemented by Healthcare one, the biggestcompetitor of Quality Care.
• FromJuneHealthcare one willstartits new system.
• Medicenter, second major playerisalso planning to implement the similar system.
Model Suggested By Jack• No more crowdedwaiting room.
• New small and partitionedcubicles for talkingwith patients.
• Other patients checking in, paying bills, evenhavingtheirblood pressures takenat attractive computer station.
Concern Of Allan Moulter• How isHealthcarehandling all the
transitions ( internal or external)?
• On whatparameters and how the improvements in service qualityismeasured?
• How muchinvestmentisdone for this change?
Contd…..
• How technological change will affect the daily routines of company?
• Quality Care has 3000 employees and 200,000 members and a lot of procedural change, time change will affect the whole system.
• Automation willlead to cut in lot of administration staff.
TechnoligicalImprovement: Healthcare• QualityImprovement : Customer
Retentionincreased.
• Simplifies service operation.
• Records canbestandardized for insurancecompany.
• Staff is not decreased.
• Customersreadilyaccepted the change.
Current Situation: Quality Care
• Customer Retention rate is good.
• According to survey the services given by quality care issatisfactory.
• Whereisneed of technologicalimprovement in system?
Drwabacks in Qualitycare Survey.• 18 months back similartechnological
change wassuggested by Technomedic, a software company.
• Atthat time itwasfound in surveyconducted by Quality care thatcustomersresponsewasnegative.
• On other hand Healthcareimplementedit and drawing profits out of it.
Issues
• Survey conducted by Quality care mightbeinaccurate.
• Lack in Risk-BenefitAnalysis.
• Homeworkdone by Quality Care is not up to mark whencompared by Healthcare.
Risk-BenefitAnalysis
• A lot of installation costQualityImprovement
• Change in Daily routine Standard reports cancreated.
• Computerised system may Job of Employeesbecome show an impersonal image easier.
• May create more complexBalancedemployee turnover system. Rate.
Customer retentionincreased
Recommendation
• Quality care shoulddevelop and installcomputerized system.
• Increasecustomer satisfaction and provide value added services.
• Help in makingemployee job easier.
• Speed and accuracywillincrease.
Contd….
• New system willremoveinconsistency and qualitywillimprove.
• Focus of employeewill shift to other important areas of company.
• Resultswillbe more reliable.
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