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The Quality Improvement Customers Didn'T Want: Presented by

The CEO of Quality Care is considering investing in a new computerized reception system proposed by a consultant in order to improve customer service and operations like their major competitor Healthcare has done, but has concerns about how customers and employees will respond to the changes and whether the benefits outweigh the costs. While the consultant and a competitor's example point to benefits like increased customer retention, Quality Care's own past surveys found customers responded negatively to a similar change, so more analysis is needed before deciding. The recommendation is for Quality Care to do the investment but to focus on increasing customer satisfaction, making jobs easier, and improving quality.

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821 views

The Quality Improvement Customers Didn'T Want: Presented by

The CEO of Quality Care is considering investing in a new computerized reception system proposed by a consultant in order to improve customer service and operations like their major competitor Healthcare has done, but has concerns about how customers and employees will respond to the changes and whether the benefits outweigh the costs. While the consultant and a competitor's example point to benefits like increased customer retention, Quality Care's own past surveys found customers responded negatively to a similar change, so more analysis is needed before deciding. The recommendation is for Quality Care to do the investment but to focus on increasing customer satisfaction, making jobs easier, and improving quality.

Uploaded by

bbejasmine9541
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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THE QUALITY

IMPROVEMENT
CUSTOMERS DIDN’T WANT
Presented By:
AbhishekTayal
EshaanArora
Jasmine Khurana
Kangan 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
installingcomputerizedreceptio
n 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 costQualityImprovement
• Change in Daily routine  Standard reports cancreated.
• Computerised system may Job of Employeesbecome
show an impersonal image easier.
• May create more complexBalancedemployee 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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