THE CUSTOMER INTERACTION MODEL

Nanette SpencerBusiness Manager, NHLS Tygerberg Hospital

31 August 2016

2

about me

3public vs private

4add in academic

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what we do and why it matters

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how we differ

7who are our customers

THE EXTERNAL CUSTOMER IS SOMEONE WHO SIGNS A CHECK, PAYS OUR EMPLOYER, AND ULTIMATELY MAKES OUR PAYCHECK POSSIBLE. EXTERNAL CUSTOMERS HAVE CHOICE, AND IF THEY DON'T LIKE YOUR PRODUCT OR SERVICE CAN TAKE THEIR BUSINESS ELSEWHERE. External Customer

AN INTERNAL CUSTOMER OR INTERNAL SERVICE PROVIDER CAN BE ANYONE IN THE ORGANISATION.

Internal Customer

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from many to one

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customer interfaces

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stakeholders & their impact

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management & the negotiated policies

16commitment to customers

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changing landscape

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routine is automated

19specialised tests & procedures

20tiered interaction

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how we manage customer interaction

22staff training

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what our customers want

24when things go wrong

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examples

Incorrect specimen for test requested

Specimen leaked in transit

Unlabelled specimen received

No specimen received

Test not performed, sample too old

Specimen clotted, unsuitable for INR

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what to do checklist

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handling complaints

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non conforming events

NCEImmediate action

Investigate

Root cause analysis

Corrective action

Follow up

Communication

29monitor, review, trend

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Thank You