DelightingCustomers with

Information Technology

MarxMarch 2015

Who I am

Serve

Study

Share

Shape

PERSPECTIVE

Delighting Customers

Information TechnologyCANNOTDelight

aCustomer

Delight is an

OUTCOME of an

Intentionally Crafted Culture

Intentionally Crafted Culture Steps

• Transform Self• Transform Team• Know Customer

PERSPECTIVE

TRANSFORM SELF

Delighting Customers

Five Changing Dimensions

Business Understanding Planning

ApproachPrimary Focus

ScopeOf

Accountability

MeasureOf

Success

Source: Gartner (October 2013)

PERSPECTIVE

TRANSFORM SELF

TRANSFORM TEAM

Delighting Customers

04/15/2023 University Hospitals 26

04/15/2023 University Hospitals 27

PERSPECTIVE

TRANSFORM SELF

TRANSFORM TEAM

KNOW CUSTOMERS

Delighting Customers

04/15/2023 University Hospitals 40

Customer Satisfaction StrategyContinuous Quality Improvement

PERSPECTIVE

TRANSFORM SELF

TRANSFORM TEAM

KNOW CUSTOMER

TRANSFORMATIONAL OUTCOMES

Delighting Customers

Quadrupled number of respondents that are ‘Very Satisfied’

18%

54%

51%

54%

57%

37% 48%

48%

47%

44%

39%

55%

51%

53%

49%

35% 44%

41%

42%

36%

40% 54

%

47%

48%

43%

9%

17%

18% 24% 37%

8%

10%

12% 17%

26%

13%

20%

23%

29% 43%

11%

16%

23% 25%

37%

24%

30%

34% 40%

53%

18%

19%

29% 34%

45%

48%

69%71%

79%

89%

26%

64%63%

71%

83%

50%

68%71%

76%

87%

50%

71%74%

78%

86%

59%

74%75%

82%

89%

58%

73%76%

83%88%

39% 52%

53%

55%

52%

0%

20%

40%

60%

80%

100%

2002 2004 2005w 2

2002 2004 2005w 2

2002 2004 2005w 2

2002 2004 2005w 2

2002 2004 2005w 2

2002 2004 2005w 2

Very Satisfied

Satisfied

% V

ery

Satis

fied/

Satis

fied

DepartmentAggregate

Communications Help Desk Help Desk Phone

Problem Handling

Help Desk Hours

’02 ’03 ’04’ 05 06’02 ’03 ’04’ 05 06’02 ’03 ’04’ 05 06 ’02 ’03 ’04’ 05 06 ’02 ’03 ’04’ 05 06 ’02 ’03 ’04’ 05 06

University Hospitals Case StudyDetailed Scores

CORRELATION WITH FINANCIAL & QUALITY IM

PROVEMENTS

04/15/2023 University Hospitals 44

UH Case Study; Journey

WFH Staff Productivity is….

2

BETTERSAMEWORSE

THR ITS Leadership Survey 2014

Employee Engagement

2006 2008 2010 2012 20140

102030405060708090

100

2

THR Data; Illustrative Only – 2014

Employee Retention

2006 2008 2010 2012 201474

76

78

80

82

84

86

88

90

92

2

THR Data; Illustrative Only – 2014

Customer Satisfaction

2006 2008 2010 2012 20140

102030405060708090

100

2

THR Data; Illustrative Only – 2014

Physician Satisfaction

2006 2008 2010 2012 20140

102030405060708090

100

2

THR Data; Illustrative Only – 2014

Electronic Health Record

Computerized Order Entry

Pump Integration

Barcode Med Verify

Clinical Decision Support42% Reduction in

Medical Errors

• .

Family

Prov

iderPayer

with

CloudComputing

andConsumerElectronics

Highly scalable

No installation

Easily updated

Highly integrated

All inclusive

Easy to use Lowest cost 3G/4G Enabled Consumer

oriented High adoption30% Reduction in

CHF & Diabetes Readmissions

Marx Contact

• Blog http://histalk2.com/category/ed-marx/• Twitter http://twitter.com/marxists• LinkedIn www.linkedin.com/in/edwardmarx• FaceBook www.facebook.com/edwardmarx• Email edwardmarx@texashealth.org