Beyond Customer Service

Ohio River Valley Region Conference & Exhibition

May 17, 2007

Ron Pickett

Objectives Review the trends in marketing and

customer service Analyze the implications for laboratories Discuss the ethical implications Develop a plan for implementation

Define Customer Service What the Customer wants; When the Customer wants it; Provided in the way the Customer

expects.

Trends in Customer Service Current concept:

Who are our customers? What do we owe them? Where are we to avoid? What they don’t know . . . .

Building the Learning Organization

The Strategy-Focused Organization: How Balanced Scorecard Companies Thrive in the New Business

Environment

Appreciative Team Building : Positive Questions to Bring Out the Best of Your

Team

Don't Sabotage Your Success! Make

Office Politics Work

The Appreciative Inquiry Summit: A Practitioner's Guide for

Leading Large-Group Change

Strategy Maps: Converting

Intangible Assets into Tangible Outcomes

The Power of Alignment : How Great

Companies Stay Centered and Accomplish

Extraordinary Things

Oral B 8850 DLX Professional Care Oral

Ronald, Amazon.com has new recommendations

for you based on 30 items you purchased or told us you own.

Trends in Customer Service Emerging view

Minority Report British Airways Amazon Avis

Other examples

Question?

What trends do you see from these examples?

Trends Event or situation related Anticipate needs Highly personalized

Laboratory Environment Customers Stakeholders Responsibility Positioning Emerging Capability

“One third of the cost of health care goes for laboratory tests.” Dean, UC Berkley School of Engineering

How can we exceed these expectations?

UPS Ebay - SKYPE How do we define ourselves? What’s standing in the way? Can we not change our

orientation?

Lessons from history The expanded role of Hospital

Pharmacies POCT Challenges and

Opportunities Follow the money!

Some Technology Issues What’s coming*, When, What will it mean to us?

(What’s here now!)

Customers - Stakeholders What are the ethical issues in tests that

have serious implications to your bottom line?

Can you Not recommend a test that is called for by the results of other tests?

What are the implications of OTC testing, mail-in testing, “super-blood panels”?

To whom are you ultimately responsible, legally responsible?

Organizational Change History How do you begin the process of

expanding the way in which Labs are viewed?

Who will be your advocate? Who will be your detractors? Who will you be threatening?

Themes Event related Anticipate need Personalized encounter

Report Out Technology Group Customer Stakeholders Group Organizational Change

Discussion

Bringing it Home What can you do now? What preparation can you do for

tomorrow? Who do you need to involve?

Summary Great Opportunity! Handle with care! Collaborate!