THE QUALITY IMPROVEMENT

CUSTOMERS DIDN’T WANT

Presented By:AbhishekTayalEshaanArora

Jasmine KhuranaKangan 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 installingcomputerizedreception 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 costQualityImprovement

• Change in Daily routine Standard reports cancreated.

• Computerised system may Job of Employeesbecome show an impersonal image easier.

• May create more complexBalancedemployee 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.