Part One:
Service Quality Improvement
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Topics
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Chapter 1: Customer Satisfaction Quest
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- Customer’s Definition of Quality
- Service as the Competitive Edge
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Chapter 2:
The Process of Service Quality Improvement
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- The Key Elements of Service Quality
- The Four Facets of Service Quality Improvement Strategies
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Part Two:
Ten Pillars of Service Excellence Initiative
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Topics
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Selection of Tools
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Chapter 3: Continuous Service Improvement
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- The Ten Pillars and How to Strengthen Them
- Strong Pillars Make Strong Service Cultures
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Chapter 4: Management Vision and Commitment
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- Lead with a Service Vision
- Talk Service Passionately
- Listen and Communicate with Your Employee Customers
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- Stating and Sharing Vision
- Model Great Customer Relations
- Modeling Collegial Support
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Chapter 5: Accountability
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- Hire Service-Oriented People
- Expectations of Managers, Employees and Physicians
- Service Standards and Protocols
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- Applicant Behaviors
- Performance Standards
- Adapting the Discipline Process
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Chapter 6: Measurement and Feedback
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- What and How to Measure
- Turning Data into Feedback
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- Importance-Performance Matrix
- Internal/External Customer Survey
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Chapter 7:
Process Improvement / Problem-Solving
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- Service Recovery
- The Customer-Driven Management Process
- Step-by-Step Improvement Process
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- Flowchart for complaint handling
- Prioritization Process
- PDCA Cycle and Team Tools
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Chapter 8: Communication
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- Enable Everyone to See the Big Picture
- Reinforce Service Commitment in Writing
- Share Feedback and Progress
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- Round-the-Clock Briefing
- Employee Sound-Off Meeting
- Form Letter on Unsolvables
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Chapter 9:
Staff Development and Training
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- Learning Beyond Training
- Skill-Building for All Levels
- Targeted Training
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- Skill-Building Modules
- Quality Merit Badge Approach
- Job-Specific Training Plans
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Chapter 10: Physician involvement
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- Using Feedback to Improve Physician Behavior
- The Service-Oriented Medical Practices
- Staff Relationships with Physicians
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- Speech for Physician Leaders
- Physician Feedback Tool
- Medical Staff Workshop
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Chapter 11:
Reward and Recognition
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- Aligning Compensation with Your Service Mission
- Management and Team Recognition
- Targeted Recognition and Hoopla
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- Recognition Audit
- Recognition Tools: Cards, Coupons, Olympics
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Chapter 12: Employee Involvement and Empowerment
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- The Six-Factor Formula
- Staff Roles in Effective Service Recovery
- Remove Barriers to Empowerment
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- Defining Boundaries for Staff
- Model for Coaching
- Decision-Making Practice
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Chapter 13: Refreshers and Reminders
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- House Rule of the Month Campaigns
- Posters, Pins, Events and Celebrations
- Staff Meetings to Improve Service
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- Confidentiality Campaign
- Noise Reduction Campaign
- Meeting: From Good to Great
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Part Three:
Operational Strategies
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Topics
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Selection of Tools
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Chapter 14: Planning for Service Excellence
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- Comprehensive Planning Process
- Organizational Assessments and Service Audits
- Why Plans Fall Apart
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- Benchmarking Questions
- Culture Audit
- Mapping Strategy Components
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Chapter 15:
Building Infrastructure
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- Functions of Infrastructure Personnel
- The Steering Committee and Subcommittees
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- Questions for Planning Teams
- Organization Chart for Service Leadership
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Chapter 16:
Service Alignment by Depts.
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- Department Alignment Process in 12 Steps
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- Mission-Building Worksheet
- Service Quality/Culture Audit
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Chapter 17: Internal Customers
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- Improved Relationships by Design
- Relationship-Building and Skill-Building
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- Service House Rules/Report Cards
- Service Contracting
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Chapter 18: Handling Resistance
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- What Drives Resistance?
- Resistance Tactics for Service Strategies
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- Demography of Change
- Subgroups Merit Special Planning
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Chapter 19:
Service Innovations
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- Patient-Focused Care
- Planetree and NYU Cooperative Care
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Chapter 20: Sustaining Improvement
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- What to Do with a Stall Out
- How to Do Follow-Through Planning
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- Taking Your Strategy’s Pulse
- Pursuing Breakthrough Objective
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Launch and sustain your service excellence initiative with this comprehensive, nuts and bolts approach. Tailored to the needs of administrators, strategy coaches, middle managers, consultants, teams and task force members, this book presents a how-to systems approach to any service excellence initiative. The best-practice tools and processes described help you align your organization’s cultural practices and every program, department and individual’s behavior with your service mission.