Identify management behaviors that demonstrate a focus on customer. provide the

Question

Identify management behaviors that demonstrate a focus on customer. provide the answer in details. thank you in advance

hieving Quality Results in Com plex Instructions: · Read the case study . Describe several ways that management demonstrated tomers throughout this case study Case Study: The following account of an improvement effort in an ambula unit is told by the förmer Wall Street Jour nal columnist Thomas Petzin lot worse lately. That industry is medici the ger omer service, one t was once the most deli. While many companies are getting better at custo industry has gotten a lot worse lately. That industry is medi onslaught of managed care has commoditized what was onee cate relationship in all of commerce, that of doctor and patie for the payment of services has overwhelmed the renderin themselves. Yet a few islands of people have thrown off the and patient. Accounting ctic ir Newt nders and recognized that putting the customer first can redound to benefit of the provider as well. With so many competing claims on dollar, every process, and every hour of time and attention, the interese the customer--the patient-serve as a common ground for making the enti system more efficient One hospital is such a place: a 520-bed teaching hospital and so-called outpatient surgery clinic was opened long ago, in which an ever-larger perresp hey trauma-one center with a stellar clinical reputation. Within the hospital, centage of procedures were being conducted. And although the surgical staff was acclaimed, management recognized that the overall patient experiencoe left something to be desired the The main problem was delay. The surgery line was jam-packed as early as 5:30 every morning. Some patients spent the entire day lurching from check-in to pre-op to anesthesia to surgery to recovery to post-op, with too much of the time spent simply waiting. As much as some people may wish to convalesce at length as admitted hospital patients, no one wants to tur a four-hour outpatient experience into a nine-hour ordeal. If the hospital 0 xtend) its position in the marketplace had to figure out how to get patients through faster withou clinical results t degradin n internal qual ity consultant who had worked for 15 years as a registered nurse, mostly in neonatal intensive care, before earning her MBA and fulfilling this n organizational role. In her years in intensive care, she was often perplcte by the priorities that families exhibited in the most dire medical situat ons "I'm working like crazy to save a baby, but the parents get upset be cause the grandparents didn't get to see the baby!" she recalls. In time she co people's lives in their hands at a very vulnerable time," she says. "Healthare sce that medicine was only part of healthcare. "Healthcare providers ho

Explanation / Answer

Management behaviour says that service provider should be focused on customers needs and demands. As per tradition approach that only focuses on solution but as per customer focused approach it is on relationships and satisfaction of needs and demands of customers which surely increases the chance of getting success.

As per the above case study, which is of Medicine Industry.

There are Traditional approach like;

-Payment of services

-Delay in surgery (more for waiting)

-Intellectual grasp

-More of paperwork

-PreOP Room

-Hospital pharmacy

-Body area expose

Now, customer focused approach are like;

-Rendering of Patients service

-Faster in surgery( less waiting time)

-Emotional grasp

-Single registeration

-Waiting area

-Neighborhood drugstore

-Clothes

These are the management behaviours that demonstrate a focus on customers by doing this patients were actually reducing their recovery times and are happy client for future success as well.

1:- Payment of services versus rendering of patient services-

As that was outpatient surgery clinic,in which large percentage of procedures were conducted so the management was focused on payment of services to make large amount of money but as the time changes the hospital is try to focus on rendering of patient services, as now management is thinking of customers first every time, every hour to make the system more efficient.

2:- Delay versus Faster-

That was the main problem as patients needs to wait so long entirely a whole days gets into the four hour of surgery experience into nine hours ordeal.Now this process has been improved, customers are getting relief from long waiting time.Hospital is also maintaining its reputation in the market by providing faster services without degrading clinical results.

3:- Intellectual grasp versus Emotional grasp

Most of the people on the business side of health care have little intellectual grasp and less emotional grasp ,after health discussion the administration comes to an conclusion and taken an initiative that patients and their family are priority.

4:- More of paper work versus single registration process

The Unremmiting bureaucratic questions and paperwork all were replaced with a single registration packet that patients pick up in their doctors, offices and completed days before ever setting foot in the hospital, last minute administrative details were attended to in a single phone call the day before surgery. Thereby they try to focus on customers relationship.

5:- Preop room versus waiting area

A family friendly area was created, stocked with free snacks and drinks that was the change to success.

Earlier family members have to wait for the entire day with their belongings and have to take pre op rooms, which make them puzzled.

6:- Hospital Pharmacy versus Neighborhood drugstore

Earlier patients had always resented having to purchase their post on medications from the hospital pharmacy ,now they are simply freeing them to use their neighborhood drugstore ,further relieving the congestion.

Which further results in saving the time earlier the family members, along with the patient need to wait for 40minutes for a wheelchair.

Now the improvement committee, administration, nurses all taken an efforts and make changes which results in happy client servicing.

7:- Body area expose versus Clothes

When the patient is going for surgery their back body area was open which is being exposed then the nurses given suggestions that patients should wear underwear below their surgery gown which results ,not in being exposed the back area.

By these changes which took place in the hospital nor only improve the services but also help the patients to get relief in less time .They went into surgery feeling better and came out of it feeling better.

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