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Delighting Customers with Information Technology

Date post:29-Jul-2015
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1. Delighting Customers with Information Technology Marx March 2015 2. Who I am Serve Study Share Shape 3. PERSPECTIVE Delighting Customers 4. Information Technology CANNOT Delight a Customer 5. Delight is an OUTCOME of an Intentionally Crafted Culture 6. Intentionally Crafted Culture Steps Transform Self Transform Team Know Customer 7. PERSPECTIVE TRANSFORM SELF Delighting Customers 8. Five Changing Dimensions Business Understanding Planning ApproachPrimary Focus Scope Of Accountability Measure Of Success Source: Gartner (October 2013) 9. PERSPECTIVE TRANSFORM SELF TRANSFORM TEAM Delighting Customers 10. 3/31/2015 University Hospitals 26 11. 3/31/2015 University Hospitals 27 12. PERSPECTIVE TRANSFORM SELF TRANSFORM TEAM KNOW CUSTOMERS Delighting Customers 13. 3/31/2015 University Hospitals 40 Customer Satisfaction Strategy Continuous Quality Improvement 14. PERSPECTIVE TRANSFORM SELF TRANSFORM TEAM KNOW CUSTOMER TRANSFORMATIONAL OUTCOMES Delighting Customers 15. 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 2005 w 2 2002 2004 2005 w 2 2002 2004 2005 w 2 2002 2004 2005 w 2 2002 2004 2005 w 2 2002 2004 2005 w 2 Very Satisfied Satisfied %VerySatisfied/Satisfied Department Aggregate Communications Help Desk Help Desk Phone Problem Handling Help Desk Hours 02 03 04 05 0602 03 04 05 0602 03 04 05 06 02 03 04 05 06 02 03 04 05 06 02 03 04 05 06 University Hospitals Case Study Detailed Scores 16. 3/31/2015 University Hospitals 44 UH Case Study; Journey 17. WFH Staff Productivity is. 2 BETTER SAME WORSE THR ITS Leadership Survey 2014 18. Employee Engagement 0 10 20 30 40 50 60 70 80 90 100 2006 2008 2010 2012 2014 2 THR Data; Illustrative Only 2014 19. Employee Retention 74 76 78 80 82 84 86 88 90 92 2006 2008 2010 2012 2014 2 THR Data; Illustrative Only 2014 20. Customer Satisfaction 0 10 20 30 40 50 60 70 80 90 100 2006 2008 2010 2012 2014 2 THR Data; Illustrative Only 2014 21. Physician Satisfaction 0 10 20 30 40 50 60 70 80 90 100 2006 2008 2010 2012 2014 2 THR Data; Illustrative Only 2014 22. Electronic Health Record Computerized Order Entry Pump Integration Barcode Med Verify Clinical Decision Support42% Reduction in Medical Errors 23. . 24. Family 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 25. 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 [email protected]

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