The Customer – Driven Management Process -MM 112 HAGONOS
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Transcript of The Customer – Driven Management Process -MM 112 HAGONOS
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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