The Customer – Driven Management Process -MM 112 HAGONOS

8/3/2019 The Customer Driven Management Process -MM 112 HAGONOS

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Health care organizations,

insurance agencies,investment brokers, andaccountants sell services

rather than products.


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` Traditionally, companies have assumed customer

needs and expectations.

` Now successful companies need to actively solicitthe customer's input,

` prioritize customer requirements, and apply this

knowledge to their organization.

` These customer requirements can include ease ofuse, reliability, or response time that is sometimes

difficult to measure.

. But how do you know what your

customer really wants?


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` 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 andefficient manner.


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Draw conclusions

Identify

improvement

opportunities

Measure Performance

Report result

Providefeedbacks to key

players

Pursue

improvementPlan do-check-

act


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` 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.


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` A service culture needs ongoing structures and

supports that encourage proactive service

improvement.


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1.Identify and tackle Breakthrough Objectives

In significant study of quality improvement

strategies in health care, the Health Care AdvisoryBoard 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 Checkto determine the

consequences or results.

` 4th- You Act accordingly, building your

improvement into everyday

operations


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1.Identifies outputs, customers andcustomers expectations

2.Describe current process:3.Measures and analyzes4.Focuses on an improvement

opportunities5.Identifies root causes.6.Generates and chooses

solutions


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.Mapping out a trial run

8.Implementing the trialrun


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.Evaluate the result

10. Draw conclusions


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`11. Standardize the

change

`12. Monitor to hold the

gains


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` Another approach to problem solving and

process improvement involves creating incentives

that encourage employee suggestions. Mostsuggestion programs are focused on cutting cost

and because of this fact many use financial

incentives


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` Train all managers in effective problem solving

and process improvement; expect them to involve

their staff in improvement initiatives.

` To advance process improvement in yourorganization, you need to train managers in

particular.


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5. Engage in benchmarking

6. Institute structures andspecial 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 non-

standard conditions


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` 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 Americansabove the retirement age of 65. In this photo, apatient discusses her Medicare coverage with herdoctor.

` icrosoft Encarta 2009. 1993-2008Microsoft Corporation. All rights reserved.


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`Thank you

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The Customer – Driven Management Process -MM 112 HAGONOS