Grifols PlasmaCare Quarterly

Q U A R T E R L Y

Image retrieved from www.wordle.net

Newsletter for Grifols PlasmaCare employees and partners

CUSTOMER

SERVICE

Empathy

Respect

Communication

Understanding

Professionalism

Patience

Customer Service The Newest Members to our Team

In Our Community

PAGE 3 PAGE 8 PAGE 10 OCTOBER 2010

www.PlasmaCare.com

2

The Importance of

Customer Service By: Derek Ortiz

What Customer Service

Means to Us at 250

By: Kelly & Jeff

Milwaukee’s Take on

Customer Service

By: Helen, Willie, Yanika & Valorie

contents

October 2010

2010 Annual Quality

Technician meeting

By: Chantia Roberts

What an Experience

By: Amelia Hunt

Survey Customer Evaluation Self– Satis-

faction Survey

Customer Service

By: Todd Wolsing

Satisfaction Guarantee

By: Robert Rave

Listening Goes A Long Way By: Sara Schaefer

Customer Service

Self Introduction

In Our Community

Hemophilia – Milwaukee Walk By Yanika and Jimmara

August at the Grifols Academy By: Libby Jones

General Ledger Accountant By: Kudzie Chasosa

Operations Coordinator By: Armando Padilla

Hemophilia Walk– Joliet By: Chiquita Sall

Hemophilia Walk-Marion

By: Ron Cardarelli

Administrative Assistant By; Sandibel Cruz

Materials Management Specialist

By: Sheila Sullivan

Quality Training 2010

I always believe that we should patronize small local businesses in the community were we work and live. Supporting your local businesses produces

income, jobs and tax receipts for the local community. It was my daughter’s turn to host her book club meeting, and since I was visiting, I had read

the book assigned and she invited me to attend. One of her food choices for the meeting was cupcakes. A friend of hers had advised her of a new

shop that had opened in her community and stated that she had tasted the cupcakes and they were good. The company’s opening business hours

were 10:00 am. So we dropped my grandkids off at school and went shopping. When we arrived at 10:00, the sign stated closed. We determined

that maybe they did not change the sign, but when we tried to open the door it was locked. The owner saw us and came to the door and stated, “

Sorry, I have not open because by baker has not yet arrived and I have no cupcakes ready for sale.” My daughter

advised him we were there to place an order so the he let us in. The owner apologized and stated he would pro-

vide us with extra cupcakes for being understanding. We placed our order and he advised us we would be able to

pick up our order at 6:30 pm. At 6:30 when we went to pick up the cupcakes, they were not ready. When the

employee was told about the extra cupcakes, he stated it was not written on the order and the owner was not

available. It was a 20 minute wait before the cupcakes were ready.

What would be going through your mind? I was thinking I will never purchase anything from this company again,

nor would I recommend them to anyone and I do not believe this business will last a year.

What are our customers thinking about our business? Will they recommend us? What stories do they tell about

our business? Are we making business decisions to assure we are providing excellent customer service? Please

take the self evaluation on the back cover.

Publishing Staff: Kimyotta Fernanders, Takiko Jones, Todd Wolsing, Sandy Cruz | Grifols PlasmaCare Quarterly © is a publication of PlasmaCare, Inc. Copyright 2010.

PlasmaCare, Inc. | 1128 Main Street, Suite 300 | Cincinnati, OH 45202 | 513.621.8728

editor’s letter The Importance of Customer Service

Grifols PlasmaCare Quarterly 3

When the newsletter committee assigned me this article, I first thought of writing about a personal experience that left me

satisfied or the customer satisfied, like the experience Tak had at a seminar. As usual, she was cold and was wrapped up

trying to stay warm because seminar rooms are normally kept on the cool side in an attempt to keep people from getting

sleepy. Anyway, Tak suffered though the first day. But, to her surprise, the next morning someone had provided a heater

and had her spot labeled so no one else could take it. She obviously was satisfied with the outcome when she arrived and

this seminar was a better experience, but she was not 100% satisfied. This was only one encounter throughout the four day

seminar. We had another experience at a chain restaurant in Birmingham. The waiter we had loved life and entertained

us throughout the entire dinner. So in this case, the service and the product were excellent, compared to Tak’s earlier case

where only the service after she froze was good. Still, not everyone in the restaurant was satisfied. We were having such a

good time that the other tables were requesting our waiter. This meant they were not satisfied with their service because

they perceived someone else had better service.

Another example is Delta Airlines. We are often scheduled to fly with them and it seems on every possible encounter they

find new ways to ruin the experience. Because of this lack of service, they leave us sitting in the airports. We learn to ex-

press our opinion by creating marketing slogans for them ( Delta=Defective Equipment and Lazy Terminal Agents /

Delta=Doesn’t Ever Leave the Airport). Our dissatisfaction in this case comes from the experience. These problems are

more recent as the airlines have cut cost. They are cutting the very fabric that could win them business because of cus-

tomer loyalty. Now they are just another overpriced airline. So, as we discuss this topic, it becomes more focused on the

encounters each of us have. But this is only looking at one person or group, looking only at one event, and at a specific

time.

How much dissatisfaction was created in Tak’s case? The staff noticed she was freezing, but how many other people had

issues that were not dealt with? In the restaurant, as stated , some people were requesting our waiter, but how many peo-

ple wanted to go out for a quiet dinner and had to listen to us enjoy ourselves? So, as a business, we will not achieve 100%

satisfaction. It’s a good talking point but not realistic.

What is relative is that we focus on the needs of the customers. We must treat each and every customer with the upmost

RESPECT, from the HEART and we all must be consistent in the eyes of our customers (donors). Our service is our prod-

uct, so that is why we must make each encounter for each customer, every day, a positive and rewarding experience.

The questions I would like your groups to discuss:

• What are you known as today? (Like the Delta example)

• What do you want to be known as?

• On a scale of 1-10, with 10 being the highest, how would you rate your

product? Do this individually then discuss the gaps in the rating to under-

stand the difference.

• How do you think the customers would rate you?

• How would you rate this article (1-10)?

Please forward your results by center to Sandy (scruz@plasmacare.com) to

be published in the next newsletter.

Thanks,

Todd

Customer Service

4

If I go to a fast food restaurant, my expecta-

tion is that it will be fast. I also expect

that I will be handled with courtesy, the

order is accurate, the facility is clean and

the food tastes as I expect it to taste. If my

expectations are not met, I just will not

come back. What do the customers of a

plasma center expect?

They know the process is not fast, but they

expect to be processed in a timely manner.

They expect to be handled with courtesy. If

they are a new customer, they know noth-

ing about our process and must be guided

carefully through the process. Get them

done as soon as possible. If they are a re-

turn customer, they know what to expect

and will expect you to take care of them in

a timely manner. They all expect courtesy.

They are the customer. You are not doing

them a favor; they are doing one for us.

They expect a smile and attention. They do

not expect you to tell them how busy you

are or listen to you talk to a fellow em-

ployee, while they wait to be serviced.

They should be happy with the experience

when they leave. They expect you to be

careful with their processing:

• Enter the values in PCCS correctly and

accurately.

• Prep their arm correctly.

• DC them when they are finished.

• Pay them accurately.

• They will know if you are professional.

They expect the facility to be organized and

clean. It should be so clean that they actu-

ally notice that it is clean. They know that

the process of being stuck is painful. They

expect that you will perform these tasks

accurately the first time to minimize the

number of times they have to experience

the pain. What will happen if these expec-

tations are not met? They will not come

back.

What happens then? They tell their friends

not to come to our facility. Production goes

down. Bonuses are cancelled. Jobs are

lost. Our customers are not expecting any-

thing that you would not expect when you

enter a good business. If you meet their

expectations, they will come back. If you

exceed their expectations, they will tell

their friends to come in as well.

Listening Goes A

Long Way By: Sara Schaefer

Here at Franklinton, we pride ourselves on

reaching out to our customers through

customer education and quality customer

service. By listening to our customers

without judgment, relating to them,

promptly and effectively addressing their

concerns, and informing them as to why

we have the policies and procedures we do,

we are able connect with our customers on

a personal level which prompts them to

return time and time again.

I recently witnessed a prime example of

the approach we try to make with each

individual customer. One of our Reception

Screeners was processing a new customer

who had an address that came up as a

match in our Unacceptable Address Book.

Instead of simply explaining the policy to

the customer, asking them to come back

once they’ve moved, and sending them on

their way this Reception Screener went a

few steps further. She asked the customer

to hold on for a few minutes and retrieved

information she had recently acquired and

relayed it to the customer. She gave him

numbers and locations of agencies that

help people in his situation, names of com-

panies who are hiring for the upcoming

holiday season, as well as information on

transportation for him and his family to

get to these places. She encouraged him

and told him to hang in there, that things

would get better. And when he left he said

“Thank you so...so...so... much” and you

could tell that he truly was thankful that

she took the time to relate to him and help

him in any way she could. That customer

will never forget his experience here be-

cause of her kindness, and I would feel

comfortable betting that he will be back

one day.

By listening to our customers, not just

hearing them, but truly listening to their

questions, concerns, compliments, we are

able to provide them with customer service

they may not find anywhere else. It is

easy to become distracted when things get

busy, the phone is ringing, charts need

pulled, donor checks need done, and cus-

tomer service can easily be compromised

as a result. We must remember, we are

here for the customers. They are our num-

ber one priority from the time we walk in

the door to the time we leave. If we simply

take the time to acknowledge our custom-

ers as individuals and listen to what they

need from us, it will keep our customer’s

coming back again and again.

“ Customers don’t expect you to be perfect.

They do expect you to fix things when they go wrong.” DONALD PORTER

By: Robert Rave

Grifols PlasmaCare Quarterly 5

CUSTOMER SERVICE

Customer service revolves around providing and

delivering high quality service and assistance be-

fore, during, and after customer’s needs and re-

quirements are met. When this occurs, it is more

likely that customers will return to your business

regularly when they need to utilize the service you

offer. Some of our customers have experienced

what collecting plasma is all about.

Having positive, polite, caring, and friendly atti-

tudes, being treated fairly, using communication

skills that make them feel welcome and that their

patronage of our business really matters, is impor-

tant in maintaining a good rapport to keep them

coming back. Warm smiles when speaking to peo-

ple, eye contact, and making them feel they come

first are elements of good customer service.

One of the best forms of customer service in to-

day’s age of so much technology is having a live

person answer the phones, as opposed to some ro-

bot recording. Listen to our customers when they

talk, answer their questions pleasantly, no matter

how trivial they seem to you. Make sure all their

needs are met before they hang up or leave your

business. No one likes complaints, but when you

get one don’t shrug it off. Deal with it as best you

can and staff should be helpful, courteous and

knowledgeable to effectively handle complaints,

and problems.

Having promotions are great for giving customers

something back and some incentives to come back

to your center. Customer service is not just a set of

actions, smiling, greeting the customer, asking if we

could help. It’s a process. Our efficiency and fair-

ness in the way your services are delivered. It’s a

good idea to review your customer service delivery

from time to time to determine how it could be

improved or if any changes need to be made.

Customer service adds value to your business and

could build lasting relationships when the interac-

tion between you and the customer is positive and

pleasant. Customer service should not meet the

needs of its customers, but exceed them constantly;

making them feel they are an individual rather than

a group or part of a group. This is especially wel-

comed in a place like Grifols where part of the cus-

tomer’s time may be spent in a not so comfortable

procedure.

Remember that a person is not necessarily inter-

ested if you’re giving good service to someone else,

but more concerned if you are giving them good

service all the time.

Customer Service is a universal business

principle that is based on the concept of

treating others as we wish to be treated.

Customer Service, we all have had and still

have to deal with it in some way everyday.

Everything we do at our Center has the

Customer in mind. The outside appearance

makes a difference whether a person just

walks by or comes in to inquire about the

donation process.

The interior of the building must appear

clean, organized and friendly. The staff

must appear highly professional and courte-

ous. A person can go to any establishment

and if they are not greeted in a friendly

manner they will not want to return to that

place.

Here in Milwaukee, we are located in what

they call the central part of the city. We

have three external centers that we commu-

nicate with. For example, sending and re-

ceiving our customer checks in a timely

manner is extremely important. When we

have a delay in receiving our customer

checks from the other centers, informing

the customer of what is going on makes a

big difference from having a customer be-

come irate to being patient and understand-

ing. When a customer fails his or her HCT

or Protein we give them the information on

a proper diet according to our procedures.

When they return and make it through they

always thank us and inform us they took

the advice that was given to them.

We as Supervisors in Milwaukee try to lead

by example. We aspire to mentor, encour-

age, listen, and understand our customers.

If we do not educate our employees about

good customer service and what it means,

how can we hope to provide it? We, as

Supervisors, must be able to realize when

our employees need a helping hand in order

to provide the service we promise to give.

We will register, screen, and pull charts, DC,

wipe beds down, monitor a section, draw

samples, complete worksheets or whatever it

takes to keep the process going. Informing

the customer of any delays in a friendly man-

ner makes all the difference in the world.

Providing good customer service goes hand

in hand with the quality of the product we are

producing. It shows that we care about the

customers and the service we provide, and

the product we are producing. The customer

is the reason we are here. Every effort should

be made to provide the best customer service

possible. Good customer service is the foun-

dation of all business. When a customer

leaves the neighborhood grocery or IBM

Corporate Offices with a smile, it means “job

well done.” Let us never forget, the customer

is our greatest asset. Treat him or her with

dignity and respect!

“The quality of our work

depends on the quality of

our people.”

UNKNOWN

Milwaukee’s Take on

Customer Service By: Helen Neely, Willie Thomas,

Yanika Johnson & Valorie Turnipseed

What Customer Service

Means to Us at 250 By: Kelly Harris & Jeff Pinkstin

“If we don’t take care of our cus-

tomers, someone else will.” UNKNOWN

“We aspire to mentor,

encourage, listen, and

understand our

customers.”

6

CUSTOMER SERVICE

The Importance of

Customer Service By: Derek Ortiz

Employees need to have a clear under-

standing of what their organizations ex-

pectations are in order to provide good

customer service! I believe that all em-

ployees should attend a Customer service

training course. Customer service is an

ongoing process that needs to be incor-

porated into the organization’s culture

and a way of doing business.

Without qualified and well trained em-

ployees committed to strong customer

service all of our efforts to please will be

fruitless. Good customer service training

will be based on the needs of our organi-

zation as well as the skill level of our em-

ployees. We all have the power to create

a positive experience for our customers.

When working as a team we need to

have good communication. This allows

employees to be able to provide a high

standard of quality work ensuring quality

customer care and service. It is critical to

make sure that our whole value proposi-

tion is clear and is consistently delivered.

When customers witness employees

working well together in providing a level

of care this assures the customer that the

employees are working in their best inter-

est.

Before we can improve customer service,

we need to find out what it’s like at this

point and time for customers/clients to

do business with us. The best way to do

this is to interview or survey our custom-

ers/clients.

This provides suggestions for eliciting

feedback from our customers. This is

designed for businesses that have face- to

- face interactions with customers.

We can also focus on the different cus-

tomer service interactions that are most

common in our business. Three exam-

ples can be how we answer the phone,

customer wanting help, and customer

making a return visit or how we handle a

customer complaint. If we assess how

well we (the staff) are handling the cus-

tomer service performance we will know

how our customer service measures up

and what needs to be done differently to

provide quality customer service!

Employees need to

have a clear under-

standing of what their or-

ganizations expectations

are in order to pro-

vide good customer

service!

“ “

DID YOU KNOW????

• 300% more people will know about your bad service from dissatisfied Customers than your good service

from satisfied Customers.

• If you can resolve an issue or fix a problem of a complaining Customer, 80% of this kind of Customer will

come back.

• It can cost five times more to buy new Customers than retain existing ones.

• Why Customers Quit Coming:

1% die

3% move away

68% quit because of an attitude of indifference towards the Customer by the staff.

14 % are dissatisfied with the product.

9% leave because of competitive reasons.

• It takes 12 positive service incidents to make up for 1 negative incident.

• For every Customer who bothers to complain, 26 other Customers remain silent.

Data retrieved from http://www.customerservicemanager.com/customer-service-facts.htm,http://customerservicetools.blogspot.com/2005/08/20-customer-service-facts-you-should.html

Grifols PlasmaCare Quarterly 7

On Monday September 27th, all Quality Techni-

cians attended our annual meeting at the corporate office. This meeting was a little different from pre-vious meetings because we were assigned sections of the PCPM that had to be presented at the meet-ing along with your assigned partner. The presen-tations were presented in a poster form that out-lined the procedure in a flow chart format. This method opened up room for discussions, questions, opinions, statements and debates. Even though these sessions sometimes lasted a full hour, many questions were answered and misunderstandings were addressed. I think we all took this opportu-nity to voice our opinions, vices and frustrations.

There were also activities that were devel-oped to help us to think “outside the box”. I per-sonally learned to be more objective and not be so narrow-minded when analyzing situations. We also talked about customer service and how it af-fects the entire organization. We as quality pro-vide a service to the company as a whole and we are responsible for maintaining good customer service through teaching, mentoring and listening. Another great tool I learned was the 7 habits that were presented by Philip Nixon. This taught me that change starts with me. In order to be under-stood you must first understand.

All in all this was the most productive meet-

ing that I have attended in a long time. Through-

out the shouting, laughing and even tears being

shed, it was evident to me that all the QT’s that

attended were passionate and cared about the suc-

cess of their center. I met many new friends and

got to see my old ones, but at the end of the day it

was a beautiful experience.

2010 Annual Quality

Technician Meeting

By: Chauntia Roberts

PlasmaCare Employees at The Annual

Quality Training 2010

What an Experience By: Amelia Hunt

This instructive business meeting was quite an experience for me. I learned a lot about procedures I previously only had a perfunc-tory understanding of. Every member of our corporate office assisted in the daily training to give us that piece of comprehension we were lacking. I believe the conception of the meeting was not only to talk about the PCPM but to make sure we all (quality dept.) had a clear awareness and know the why behind the why on how we do things at PlasmaCare.

The staff at the corporate office were a magnificent help, es-pecially Sandy. The highlight of the meeting was being given the op-portunity to address individual training and quality concerns. This meant a lot to me! Todd W., Todd M., Tak, and Pat Tate were par-ticularly concerned about the noticeable lapses in our center quality systems. Each took a hands on approach in attempting to construct positive solutions. We expressed our point of view, they understood our issues, and put an action plan into place in a split second! Just when we felt like nobody really cared……

When all was said and done, each member of quality knew or understood how to practice personal accountability; what to really ask to eliminate blaming, complaining, procrastination, and also how to prioritize your obligations and responsibility from urgent to not so urgent.

We all should have taken a valuable tool away from this meeting. “Be the change you want to see in the world” or “P.U.S.H. = Push Until Something Happen! I hope next years quality meeting will be very intriguing like it was this year. I am thankful for all the time and energy everyone took to assist me with my lopment: James V., Todd M., Todd W., Tak, Mrs. P, Brian F, & Fredrick W. QT: 202, 205, 216, 230, & 250. Most Definitely Mrs. Pat Tate!!!!

8

SELF INTRODUCTION

The Newest Members to our TeamThe Newest Members to our TeamThe Newest Members to our TeamThe Newest Members to our Team

Administrative

Assistant By; Sandibel Cruz

H ello! My name is Sandy Cruz. I joined the

company August 2, 2010. I am the new Ad-

ministrative Assistant for PlasmaCare. My duties

include receptionist, telephone operator, and admin-

istrative support for PlasmaCare. I have a degree in

Culinary Arts from Johnson & Wales University in

Rhode Island. While at my desk in the office, you

can tell Culinary Arts is not the career path I’ve

taken. I sit on a balance ball chair. It’s great for

strengthening core muscles and improving spinal

alignment. I dare you to give it a try.

Come with me and take a walk in my shoes for a

day. I arrive at the office around 8am. I check the

fax machine for any incoming faxes. Once my com-

puter is up and running, I check my e-mails for any

travel requests, ID badge requests, or customer

feedback. I answer the phones as well as assist

Todd, Teresa, and anyone that needs an extra pair

of hands. I also assist Ray with the Risk Manage-

ment Claims. I stay pretty busy, but I enjoy work-

ing with the group of people that make up the Plas-

maCare team.

When I am not sitting on my

balancing ball chair at work,

I enjoy reading a good book,

relaxing listing to my hus-

band play his guitar. We

love hosting parties at our

home. When we are not

hosting parties, we are al-

ways on the go. We enjoy

traveling, camping, watch-

ing sports, and visiting my

home state New Jersey.

That is what I do at Plas-

maCare and a little bit of

whom I am. Nice to meet

you!

Materials Management

Specialist By: Sheila Sullivan

M y name is Sheila Sulli-van and I joined PlasmaCare

in June 2010 as the Materials

Management Specialist. My

workday begins 8:30 am and

approximately ends around

6:00 pm. My responsibility as

the MMS refers to the overall

basis of purchasing, with em-

phasis on inventory manage-

ment in accordance with cor-

porate policy and procedures.

I ensure purchases for sup-

plies, services, and equipment are placed in a timely and cost

effective manner. Some of my other duties include and not

limited to; managing the item identification system, supplier

performance, purchase requisitions, and Capital expenditures,

which I maintain and record in SAP, (Systems Applications

and Products).

As you may know, purchasing and accounts payable depart-

ment are joined at the hip, one cannot perform without the

other. As a team, I work diligently to resolve any open issues

with invoices, enabling Accounts Payable to process payments

within the terms negotiated in order to maintain a good rela-

tionship with suppliers.

I am excited to be part of such a dynamic group of individuals

here at PlasmaCare. I bring many years of industrial manufac-

turing experience in the area of procurement, but nothing re-

lated in the area of medical. I have been on the other side

medical pertaining to personal health maintenance. So, when I

received a call about the open position, I leaped at the opportu-

nity to become part of this unique and talented group. Welcom-

ing the challenges I may face. PlasmaCare, truly cares in the

future of their employees by investing time and education ena-

bling them to grow with no end in sight.

When I am not working, I enjoy the outdoors, as much as pos-

sible. I like gardening (as in yard work), swimming, bike rid-

ing, and spending time with my twin nieces, whom are grow-

ing up quickly and the absolute “light of my life”.

Grifols PlasmaCare Quarterly 9

SELF INTRODUCTION

General Ledger

Accountant By: Kudzie Chasosa

My name is Kudzie Chasosa and I am

the General Ledger Accountant for

PlasmaCare. I joined the company in

July 2010. My duties and responsibili-

ties include ensuring the proper re-

cording, reconciling, and reporting of all

financial transactions. I also ensure

that we are in compliance with all the

Federal and State laws as far as tax

and business licenses are concerned.

My day normally starts at 7.30am and

ends around 6.00 pm depending on

what time of the month or year it is.

I am responsible for preparing monthly

financial reports for all the centers as

well as reconciling all Balance Sheet

accounts. I maintain the fixed assets

register, the general ledger accounts,

and all account balances fall through

my domain. I also supervise the Ac-

counts Payable functions. In a nutshell,

I report to Ray Knueven and I work

closely with Ron Scheetz to make sure

that our financial records present a true

and fair view of the financial affairs for

PlasmaCare as a whole.

The most exciting aspect about my job

are the challenges I face every day. In

accounting, we deal with a wealth of

uncertainty where one is always re-

quired to stay above the waters. Being a

small corporate office, the challenges I

face everyday are many and my job is to

turn those challenges into new stepping

stones and help come up with solutions

that will help improve our whole or-

ganization.

I enjoy working for PlasmaCare because

it is endowed with such a great wealth

of talent. The organization is very well

run and it takes to heart the needs of

its employees. There is so much room

for one to grow, both professionally and

intellectually in this company. Every

day presents an opportunity for learn-

ing here.

When I am not busy number crunching,

I enjoy spending time with my wife. We

enjoy volunteering for some local non-

profit organizations, reading, travelling,

and fellowshipping with our church

friends. We enjoy visiting Indianapolis

as we still have a lot of family and

friends in the city. I am a huge Indian-

apolis Colts fan who happens to live in

the Bengal Nation.

Operations

Coordinator By: Armando Padilla

My name is Armando Padilla. I was

born in Miami, Florida. Up until one

year ago, before moving to Cincinnati, I

lived in Gainesville, Florida. While

there I received an associate’s degree

and worked at a research firm at the

University of Florida for almost eleven

years and served as an administration

member and project manager for the

last five years. I am currently attend-

ing DeVry University and expect to

graduate in December 2011 with a

Bachelor’s Degree in Technical Manage-

ment. My major area of study is in

Business Information Systems. I have

extensive knowledge of business opera-

tions, management, computer hard-

ware, and networking.

I started my employment with Plas-

maCare in mid August of 2010 as the

Operations Coordinator. I was hired to

provide administrative support to vari-

ous PlasmaCare departments such as

Purchasing, Human Resources, Ac-

counting and other assigned projects.

Currently, my main duties include pro-

viding inventory control by maintaining

merchandise measurements received by

the PlasmaCare centers. Additionally,

I assist the Human Resource depart-

ment by conducting background checks

of potential PlasmaCare candidates as

well as communication of various issues

and developments with the centers. I

also assist in producing various reports

used for analysis of PlasmaCare’s op-

erations.

I am pleased to have the opportunity of

being part of such a dynamic company

that is involved in the process of pro-

ducing clear benefits for healthcare in

areas of medicine which provides life-

saving products. I hope to provide posi-

tive contributions and improvements to

the company’s production process and

overall success. I look forward to work-

ing with and getting to know everyone

involved in the company.

“I enjoy working for PlasmaCare because it is endowed with such a

great wealth of talent.”

10

In Our Community

Hemophilia Walk– Joliet By: Chiquita Sall,

PlasmaCare - Joliet participated in the National Hemo-

philia Walk of Illinois on Saturday, September 18th, at

the Chicago Diversey Harbor.

The Hemophilia Walk is NHF’s largest event dedicated

to finding better treatments and cures for bleeding and

clotting disorders, and preventing the complications of

these disorders through education, awareness, advo-

cacy, and research. The Hemophilia Foundation cur-

rently serves approximately 2,500 people in the state of

Illinois with inherited bleeding disorders. The Hemo-

philia Foundation has provided these services continu-

ously since 1949.

PlasmaCare – Joliet was able to raise over $600.00 for

the Hemophilia Foundation in addition to participating

in the Walk. Thanks to our creative team captain (Toni

Walker), we raised the funds by hosting bake sales, car

washes, and networking throughout the Joliet commu-

nity. We are proud to be considered participants in the

2010 efforts to support the Hemophilia Foundation.

Bake Sale

Car Wash

Car Wash

HFI Walk Participants

Hemophilia Walk-Marion By: Ron Cardarelli

On a beautiful fall Saturday morning, Marion 201 team

members met at the Fort Benjamin State Park for the an-

nual Hemophilia Walk. Ron C. and his wife Tina, Stacy,

LaSoka, Tiffany, Tonya , Ken and his wife, Clayton and his

girlfriend all participated. We had three centers from Gri-

fols on this great morning. We were joined by centers 211

and 250.

Marion was able to raise over $1200.00 and exceeded last

years total raised. The 3 centers raised $1934.00 com-

bined. We arrived early for coffee and donuts. After some

guest speakers, we were asked to go to the starting line.

Most of us inspired walkers chose to walk 3 miles on this

beautiful day.

We were joined by hundreds of families who were there to

walk for there loved ones. One such walker, Mary, who

joined us was walking for her son whom she had lost due

to this terrible disease and her other son who has it, but

was at home. She was challenged by the steep hills but

nothing was going to stop her today. We slowed down and

walked 3 miles with her. It was a very enjoyable morning

and a lot of new friends were made at this event. I would

like to thank those that attended, but also those who

raised money, but had to work. It is with pride and respect

to see PlasmaCare 201 help our community and those

families touched by Hemophilia.

September 25, 2010

Marion 201 team members

Hemophilia Walk 2010

Grifols PlasmaCare Quarterly 11

Hemophilia Walk– Milwaukee

By Yanika Johnson and Jimmara Bonds

The Hemophilia walk turned out to be very successful.

Milwaukee developed a few ways to raise money for

the foundation. We started off with Jean Day. Each

staff member could pay a $5.00 fee to wear jeans to

work on Fridays, Saturdays, or Sundays. The turn out

from that was better than expected. We also came up

with the 5-day express pass. Customers had the oppor-

tunity to purchase a 5day express pass for $10.00, that

is good for any day of the week until 12/31/2010. We

also had three bake sales and a raffle for a 22’’ plasma

LCD television. We wanted to do a Pie in the Face con-

test. We knew that would bring in cash, but one CLT

member declined due to possibly feeling victimized, so

that was abandoned (LOL). We must admit, it was

very rocky at first, but we pulled through and made

over our $1000.00 goal. When we arrived at the State

Fair Ground, we walked to each booth of the companies

that donated to the fund. The booths had pamphlets,

little gifts, and bags that were being given out. The

people that attended the walk also had the chance to

enter a raffle for two train tickets to take you any-

where in the United States and four Bucks game tick-

ets.

Starting the walk was exciting because we all knew

this was going to be a challenge for us. Each of us that

were there recently had plans to start working out, but

never started. This was the beginning of our exercise

plan that never took place. Before we started, we all

asked each other if we were ready to pump ourselves

up a bit. We hesitated for a moment and then started

our journey. Three miles is a lot of walking, and

around our first lap, our energy started to fade away.

While we complained of our feet aching, calves burn-

ing, and stomachs cramping, we talked each other

through and managed to make it around the race track

three times. There were twelve of us all together, and

we motivated each other to pull through. When the

three mile walk was completed, we all applauded each

other and gave high fives. It was hard work for some of

us, but enjoyable. Although we just burned lots and

lots of calories, that didn’t stop us from literally swal-

lowing the fattening chocolate chip cookie ice cream

bar that was given to us after our walk was completed.

We also received a gold medal for completing the walk.

We were very hungry and decided the ice cream did

nothing, so we all decided to meet at Denny’s for a well

needed hot meal.

The Hemophilia Walk was well worth it. To know that

we contributed to help save many lives is what really

helped us get through. To know that we helped make a

difference in peoples’ lives fit well within our hearts.

We really look forward to the walk next year and our

plan is to exceed our goal again. Grifols Plasma Care,

we should be proud of ourselves. This achievement will

help a lot of families around the world. Also we would

like to thank those who participated in this event over-

all.

In Our Community

August at the Grifols Academy By: Libby Jones

In August the Grifols Academy welcomed 34 participants from

Biomat USA and PlasmaCare to the second offering of the Qual-

ity/Operations course. The three-day course included 11 different

classes instructed by subject matter experts within the company.

These leadership classes will be offered again in September and

November.

HFI Walk Participants

12

SURVEY Customer Satisfaction Self-Evaluation

Directions: Mark the best corresponding answer. Example: If the statement is I knock and wait for response before entering the exam

room place a mark in the box which best describes how you perform this behavior: Always, Some of the time, or Rarely. Scores will be

totaled at the end of the self-evaluation.

Customer Satisfaction Behavioral Standard: Always-Some of the time-Rarely

1. I knock and wait for a response before entering the exam room.

2. I introduce myself to my customers/visitors.

3. I explain what I am about to do with customers and/or

co-workers.

4. I answer phones immediately when they ring.

5. I answer the phone with the standard greeting.

6. I always dress professionally.

7. If I cannot help someone with something I take time

to find someone who can.

8. I use phrases like "please" and "thank you".

9. I help to keep the facility neat and orderly.

10. I help others learn how to provide excellent customer service.

11. I never say "That's not my job"; every job is my job.

12. I never tell customers that we are short-staffed.

13. Customer satisfaction is a priority when doing my job.

14. I point out problems in a positive manner.

15. My breaks do not last longer than allowed.

16. I am interested in improving my own performance.

17. Safety is a priority when doing my job.

18. I report to work on time.

Step 1: Write down number of marks in the "Always" category in this blank ________

Step 2: Write down number of marks in the "Some Of The Time" category ________

Step 3: Add totals from Step 1 & Step 2 only and write the total in this blank ________

Customer Satisfaction Scoring Results _________________

If you scored : 16 - 18

You are providing excellent customer service and you are an important asset to PlasmaCare. You share

PlasmaCare's value system, you are proactive, and recognize the importance of process improvement.

You have the ability to get the job done and are open to new ideas that improve our facility.

You have a positive attitude and you are an excellent role model and mentor to new employees.

If you scored 15 - 13:

You are a good, solid employee and are most important to PlasmaCare as you can cause us to succeed or fail in providing excellent cus-

tomer satisfaction.

You are valued as a employee and PlasmaCare is committed to your success and developing you into an employee who is seen as providing

excellent customer service all of the time.

If you scored 0 -12:

You do not provide consistent and adequate customer service.

Contest Corner

Family Fun

Present at Juan’s birthday party were a father-in-law, a mother-in-

law, a daughter-in-law, two sons, two daughters, two sisters, a

brother, four children, three grandchildren, two fathers, two moth-

ers, a grandfather, and a grandmother.

As we all know family relationships can be complicated. One man’s

brother can be another man’s brother-in-law, and at the same time

be someone’s son.

With that in mind, what is the smallest number of people needed

at the party for the above relationship to exist?

The first person from each center to fax the correct answer to 513.621.1170 wins

a prize!