company quarterly newsletter

Grifols PlasmaCare Quarterly 1

Grifols Academy Host Events

PAGE 6

ASTD

Conference

PAGE 3

2009 Award

Winners

PAGE 8

Newsletter for Grifols PlasmaCare employees and partners

August 2010

Q U A R T E R L Y

OUR PRIORITY IS THE CUSTOMER Image retrieved from www.wordle.net

2 Grifols PlasmaCare Quarterly

editor’s letter

ASTD Conference

Through the eyes of the

Trainer

By: Heidi Camp and Jimmara

Bonds

Happenings at PlasmaCare

Earth Day

By: Heidi Camp

CUSTOMER SERVICE

Good customer service is the lifeblood of any business. You can offer promotions and bring in as many new customers

as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long.

Good customer service is all about bringing customers back. And about sending them away happy – happy enough to

pass positive feedback about your business along to others, who may then try the service you offer for themselves and

in their turn become repeat customers.

If you’re a good salesperson, you can sell anything to anyone once. But it will be your approach to customer service that determines whether

or not you’ll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers –

a relationship that individual customer feels that they would like to pursue.

How do you go about forming such a relationship? By remembering the one true secret of good customer service and acting accordingly;

“You will be judged by what you do, not what you say.”

I know this verges on the kind of statement that’s often seen on a sampler, but providing good customer service is a simple thing. If you

truly want to have good customer service, all you have to do is ensure that your business consistently provides customer service.

Takiko Jones

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

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

ASTD Conference

(Continued)

By: Sabra Brooks

Machine Tech Training

By: Ebony Agee contents

August 2010

Happing at PlasmaCare

Award Winners

By: James Valentine, Kennth

Huges

Back Story

Contest Corner

Production Goals

In the Next Issue

Train the Trainer 2010

From the Trainers Perspective

By Heidi Camp

From a Quality Perspective

By Michelle Pressley

Grifols Academy Host

Events

By: Libby Jones

Award Winners Continued

By: Chiquita Sall, Maurio Parham

Customer Service

By: Todd Wolsing

Customer Service

By: Fredrick Williams


*Is this how your current service levels would be described?

*What do you think your customers say about your business?

*What physical trends have you noticed?

*What is your customer complaint level and how does this com-

pare to last month, last year and against your historical trends?

*Is your service at the level you expect to be served at?

Take some time and reflect on these questions and the questions you

would have asked. Compare your results to the experience we are

trying to achieve, are we achieving the goal?

If you answered yes, I would challenge you to try taking a look from a different

perspective. Analyze the data: Are your flow times less than 90 minutes? If not, we are not meeting the standard and the

expectation we have set.

Flow time is just one indication of satisfaction, it measures the amount of time the customer is spending in our operations,

but there are many more factors that must be controlled while achieving the customer experience. It starts with the first

impression or the first contact each day when you approach your center, what do you observe? Is there trash in the parking

lot? Are the sidewalks clean? Is the building clean? Do you have the impression this is a professional medical facility? If

yes, you have a great start on creating the experience. If not, you have the opportunity to correct it now. Just go do it.

Don’t walk by it. Make a difference today! Now that you have the first impression handled, how does the second contact

look? You enter the lobby, is it clean, organized, are the TV’s on and the sound at an acceptable level or is it the opposite?

If so, what do we need to do? I’m going to stop outlining the customer contact points and challenge you to finish it.

Please outline all the remaining contact points, the expectations, and your current performance levels. Use photos, flow

diagrams and any other methods to tell your story. We will then use this information to continue this article over the next

couple of issues highlighting our successes, challenges, and the results.

For the operations that take me up on this challenge and achieve the goals- to recognize your efforts- we will take you to

dinner. Tak and I look forward to your project briefing and process discussions.

Thanks,

Todd Wolsing

Customer Service

Image retrieved

http://www.visageventures.com/images/customerservice.jpg

Image retrieved http://www.cartoonstudio.co.uk/images/kmeters/ABBimprove.jpg

“ “ I’m going to stop outlin-I’m going to stop outlin-I’m going to stop outlin-I’m going to stop outlin-ing the customer contact ing the customer contact ing the customer contact ing the customer contact points and challenge you points and challenge you points and challenge you points and challenge you to finish it. to finish it. to finish it. to finish it.


“A customer is the most important visitor on our premises; they are not dependent on us.

We are dependent on them. They are not an interruption in our work. They are the pur-

pose of it. They’re outsiders in our business. They’re a part of it. We are not doing them a

favor by serving them. They’re doing us a favor by giving us an opportunity to do so.”

Mahatma Gandhi

Customer service is what separates us from everyone else. Good customer service is what keeps bringing our custom-

ers back. It is also keeping the promises that your business has made to its customers. So we should have an employee

at the front counter greeting every customer as they enter our business. During each stage of the process we should be

thanking them for the difference they are making in a patient’s life. Companies with good customer service programs

spend time training their employees the importance of customer service. I’m sure we can all name several places that

we all visit because of the good customer service. Susan Ward

gives 6 rules for good customer service:

• Answer your phone

• Don’t make promises unless you will keep them

• Listen to your customers

• Deal with complaints

• Train your staff to always be helpful, courteous, and

knowledgeable

• Take the extra step

We should answer the phone the way we’ve been trained ensur-

ing we state our name and giving that customer our full atten-

tion. We should live up to the promise of valuing our customer’s

time. Good customer service requires us to listen to what the cus-

tomer is saying not what we think they are saying. If we deal

with complaints we can normal resolve the issue and make the

customer happy. We each need to be knowledgeable of what pro-

grams and procedures that are happening within our business.

Be helpful and go the extra step. Remember they are a part of us.

They are the most important visitor on our premises. So the

next time you are out in your center ensure that everyone is pro-

viding good customer service.

Customer ServiceCustomer ServiceCustomer ServiceCustomer Service By: Fredrick Williams

Good customer service requires

us to listen to what the customer

is saying NOT what we think

they are saying.

“

“


ASTD CONFERENCE Through the eyes of the Trainers!

Indy

By: Christy Phillips

When I first got the e-mail saying that

we were going to Chicago for the ASTD

conference, I was excited and a little

nervous at the same time. I was excited

because we were going to Chicago. I had

never been there, and I was nervous be-

cause I did not know what ASTD con-

sisted of.

I arrived in Chicago the night before the

conference, and I was able to talk with

the other Trainers that were there. We

were all wondering what the next few

days would involve and were excited

about our upcoming adventure. Morning

soon came and we all met for breakfast.

We had the pleasure of having the com-

pany of Pricilla, Tak, and Phil. They

informed us that if we did not find the

classes we were to attend appealing, that

we could leave and pick a new one to go

to. With that being said, we headed to-

wards the bus that was going to take us

to the conference. The bus ride to me felt

like it was taking forever because I was

ready to see what the conference was all

about. When we finally arrived, I

stepped off the bus and walked in the

building. “Wow” is what I was thinking

to myself. The building was huge and

there were so many people there.

Once we had got registered, we were able

to pick out the classes that we wanted to

take for the day. I was in awe about how

many classes were offered. One of my

favorite ones was the Disney Experience.

We got to watch a very touching presen-

tation about the Walt Disney Company

and how they delight their customers.

We also saw the video from the cus-

tomer’s point of view. The class kept me

involved and interested because of their

passion to bring joy and entertainment

to people’s lives.

I would have to say that my experience

at ASTD would be a positive one. I thor-

oughly enjoyed all the classes I was able

to take and also to catch up with the

other Trainers. I have brought back the

lessons learned and have applied them to

different aspects of my training. I can

not wait for our conference next year in

Florida to see what new classes and ex-

periences are available for us to explore.

Milwaukee By Jimmara Bonds

When I was told about the

ASTD Conference, I really didn’t

know what to expect . This being

my first time, I was just happy I

was going to Chicago, Illinois.

There were multiple classes to

choose from, which made it diffi-

cult to find an interesting class

that was just right for my learn-

ing style. We had the option to

leave a class if it wasn’t appeal-

ing , which I was very happy

about because some of the

classes, made me want to fall

asleep from boredom. Most of the

classes were entirely too big for

me, which is why I wouldn’t stay

too long. I, myself, have to be

within a group of 15-30 partici-

pants for me to capture and un-

derstand the lesson that’s being

taught. I’m a Somatic learner,

which means I have to physi-

cally be involved. The most inter-

esting class for me was the Disney

Experience. Not because I won

the most prizes (sorry Trainers )

but mostly because I was more

involved in the lesson. The Dis-

ney characters and the fact that

it was all about bringing happi-

ness and joy to families lives is

what kept me entertained.

The ASTD Conference helped

enhance and better organize my

weekly training sessions. It in-

spired me to think outside the box

with my training and my activities.

It taught me to be more engaged

with my audience instead of stand-

ing in front of the class giving a lec-

ture. The more excited you are with

your training, the more excited your

class will become. Being at the Con-

ference gave me the opportunity to

meet other Trainers and form a

bond with them. I was always told

by management that if I needed

help with a Trainer’s issue, to call

another Trainer. I must say, it’s

easier to ask for help when you

know and have met the person

you’re calling. I also had the chance

to find out that I was not alone with

some of the issues I am having. We

helped resolve each others problems

and gave advice on certain issues. I

had the pleasure of communicating

with Corporate as well. Takiko

Jones, Phil Nixon and Priscilla

Tisdale also made the Conference

more exciting. They gave pointers,

ideas and inspired us to move fur-

ther and elevate ourselves. I say it

was a pleasure because being

around successful individuals re-

minds yourself that with hard

work and dedication any and every-

thing is possible. After all, they

have to retire some day.

In the beginning, I stated I was

just happy to go to Chicago, Illinois.

Now I can honestly say, I’m very

happy I attended the ASTD Confer-

ence, and look forward to the next

one. Watch out Florida, Grifols Plasma

Care Trainers are on the way!

The only real training for The only real training for The only real training for The only real training for

leadership is Leadership! leadership is Leadership! leadership is Leadership! leadership is Leadership! ----

Anthony JayAnthony JayAnthony JayAnthony Jay

Image retrieve http://www.astd.org/


Whitehall By: Sabra Brooks

The ASTD conference this year was in Chicago. With

this being my second time going, I had a lot to compare.

Last year, there were so many different nationalities

learning and teaching. This year there were a lot of na-

tionalities but not teaching. The classes had so much

knowledge to learn from ice breakers to getting your au-

dience to participate in your classes.

The group that went this year was different. We had the

honor of having Mrs. P and Philip Nixon attend this year.

For most of the Trainers, it was their first time, so you

can see all the excitement in their faces. When it came

time to pick classes, a lot of us ended up in the same

classes, so it was nice to see that we all wanted the same

information.

The EXPO at the conference this year, to me, was so

much better then last year. There were more chances to

win prizes, even though I didn’t win anything. I can say

we all entered in them, even Tak. We all had so many

books that we had collected from the EXPO, so there will

be a lot of reading.

At the end of each day, it was time for dinner. We gath-

ered around the table and shared our ideas. Every night

was a joy to look forward to. Not much shopping was

done because of the weather being cold, but we got it in

when we could.

“

“

...The biggest thing all the Trainers said was communication.

My Machine Technical Training Experience By: Ebony Agee, Machine Tech

The Machine Tech. training class is an experience that will not be easily forgotten. I felt so Empowered and Enriched! I under-

stand fully now why Maurio Parham, Center Manager; Heather Webb, Machine Tech; and LaToshia Brazil, Quality, are so thorough in

their jobs. Ok, I get it now! Phil Nixon taught us infrastructure, and how to make it work for you and the company without compromising

the product or the customers. They make you understand why it’s important to pay attention to every detail. I was given the necessary

tools and know how to navigate and be successful as a Machine Tech.

Despite the 9 ½ hr. bus trip, I was actually treated like modern day royalty! The hotel accommodations were comfortable; the

dining experience was absolutely divine! We ate at very nice restaurants and when I wanted to pay for my meal, I was told NO! Phil

Nixon kept my interest with his table conversation. Todd Meinecke, Director of Quality, was an excellent travel chaperon and tour guide.

He showed us around Cincinnati with the pedal to the metal. He showed us landmarks such as the Brent Spence Bridge, the Big Mac

Bridge and the Purple People Bridge. As well as the WKRP in Cincinnati monument statue. I was given the opportunity to visit other

PlasmaCare centers such as Hillcrest and Cincinnati. I repaired machines while Rob Carruth had me on a scavenger hunt with a list of

what makes the companies operate smoothly. Keeping in mind that everything has a name, nothing is an ‘it’ or a ‘thing’!

In closing the class has inspired me to pursue further opportunity with the company, as well as personal growth. Acknowledging

the light bulb in my head that is now shining bright due to Empowerment, Enrichment and Enlightenment. I now seek to understand, be-

fore seeking to be understood. I would like to thank everyone mentioned and anyone that I missed. I would truly recommend anyone who

is new to the company to visit Corporate and be given a crash course on the PlasmaCare philosophy of plasmapheresis process.

ASTD CONFERENCE CONTINUED Through the eyes of the Trainers!

On the last day we all gathered at breakfast and talked about what we

could do different at our centers.

The biggest thing all the Trainers said was communication. At the ASTD

there were some classes that talked about communication between manag-

ers and employees. We took that and tried to come up with a way to teach

this among our staff. I hope its working for everyone.

In all, I enjoy going to these conferences. It gives me a chance to meet all

the other Trainers and to gather all the information you can. Next year is in

Florida. Hope we get to go!

ASTD 2011 International Conference & EXPO

Image retrieved from astdconference.org


When asked to write an article about our

recent adventure to Train the Trainer, I

had no idea what to say. Then, I thought

about all of the fears I had going into it. I

was scared to travel to a town I didn’t know

to spend a week with people I didn’t know.

When I woke up the morning we were to

start, my stomach turned in knots fearing

the worst. We arrived at the training cen-

ter and I walked up a flight of stairs to see

toys on the tables and colorful pictures on

the walls. I thought to myself: Are we truly

in the right place?

Sure enough, we were seated into groups

and the fun started. We had little army

men sitting in front of us and we were told

these were our trainees. If we left our

trainees they would leave, and they DID. I

ended up putting my trainees in my pocket

so I would not lose them and I knew where

they were and what they were doing at all

times. I found this to be a great way for us

to learn to not just put our trainees into a

room and leave them.

Then, we started going over our goals for

the week and an overview of what they had

planned for us. They taught me how to give

a fun, exciting, but informational sessions

that would keep the attention of the em-

ployees. I did not know that there were

four different styles to learning until I was

taught about SAVI (Somatic, Audio, Visual,

and Intellectual). I never thought to give

the trainees toys, let them draw, color and

create, or that playing some games would

be so effective, until I was given the oppor-

tunity to learn that way myself. We were

also taught about the different phases of

creating presentations (The four P’s prepa-

ration, presentation, practice and perform-

ance) and what it would take for us to be-

come the Trainer we want to be. You

should never put limitations on anything.

Let your mind flow and give every opportu-

nity for learning to grow.

From the Trainers Perspective

By Heidi Camp

PlasmaCare Employees at Train the

Trainer 2010

From a Quality Perspective

By: Michelle Pressley

Do you remember when you were

a child and your imagination

opened a whole world of excite-

ment and adventure?

That’s what my experience was

like at the Train the Trainer

class in April. I walked in the

room and there were lots of col-

orful items lying around to

touch and explore, which made

me feel very relaxed and in-

quisitive because I was prepar-

ing myself for a week of boring

and monotonous training

classes. Here I was in a room

with toys, crayons, and colorful

markers all over the room.

Boy! Was I wrong, I learned so much from the Train The Trainer classes. Not

only did I learn what was needed to effectively prepare for a class, but I

learned that being creative is very important and it makes the message that

you are trying to relay to the audience more appealing and exciting. From the

class, I learned there are no limits when it comes to training. If limits exist, it

is because we have limited ourselves and are not using our imaginations to the

fullest. Training is about getting a message to your audience effectively and by

having a little fun while doing it. Oops! I set a limit there. I meant to say

“having lots of fun while doing it.” Getting your audience engaged in the train-

ing, assuring the message is understood and following up with your trainees to

assure they have learned what the training was intended to teach.

I learned that there are stages to training and if each stage is done the process

of training is easier to accomplish. I learned that everyone learns differently

and when training you need to be able to appeal to everyone’s learning style,

which is why SAVI is so important when training or even just trying to relay

information to someone effectively. One step

that is easily forgotten is the need to talk to

your trainees and get to know them, so that

you can figure out what their learning style is.

Relay the message, get your trainees involved,

and have some fun. People learn better when

they are relaxed and enjoy what they are

learning. So as Dr. Suess would say “Think

left and think right and think low and think

high. Oh, the thinks you can think up if only

you try!”

...You should never put limitations on things…..

“

“


AND THE LEARNING FOR PLASMACARE CONTINUES

The Academy welcomed 26 participants from the

operation and quality departments within the Biomat USA

and PlasmaCare companies to the Quality/Operations course

held April 27th – 29th. This is the first core course in which

the Academy combined Quality and Operations staff. Topics

included were Change Control, EMA Preparation, Final

Product Release, Laboratory Operations and Findings, Look-

back Management, Medical Ethics, Performing Effective Ob-

servations and Critical Review, Root Cause Analysis, Safety:

Plasma Supply Chain/Logistics, Supplier Certification and

Qualification, and Why Freezing of Plasma Matters which

were instructed by subject matter experts from Biomat USA

and PlasmaCare. This course will be offered again in August

of this year.

Grifols Academy Hosts Events

By: Libby Jones

May at the Grifols Academy– Medical Course

The first offering for the 2010 Medical Course took place at the Grifols Acad-

emy May 25th through the 27th. Twenty-seven Medical staff members from Bio-

mat USA and PlasmaCare participated in the 22-hour course. Classes in the

course included Application of the Biology and Testing of HIV and other Sexu-

ally Transmitted Infections to the Plasma Industry, Additional Bio-Diseases,

Bleeding Disorders and Treatments, Cardiovascular Physiology II, Donor Suit-

ability II, From Collected Plasma to Medications, Hepatitis, Immunoglobulins

and Albumin, Medical Ethics II, Medical Interview, and Proper Documentation

for Medical Personnel. The instructors for the course included subject matter

experts coordinated by Dr. Marilyn Rosa-Bray, Corporate Medical Director.

Over 140 hours worth of continuing education hours were issued to the nurses

that attended the course. In addition to the instruction, participants also had the

opportunity to meet Victor Grifols, President of the Grifols companies. This

course will be offered again in June and October of this year.

May Medical Course Group April Operations and Quality

Board of Education By: Crystal Mason This past January we began a bulletin board campaign to educate and inform our customers. Each month we have a different theme:

January – What does my number mean?

We used snowflakes that we made to write

down our various labs, the normal ranges and

what the numbers tell us.

February – Heart Healthy

We used plastic food representations to show

portion control, gave USDA figures for the

average adult’s RDA and discussed with do-

nors proper diet and the impact on plasma

donation.

March – Saving of the Green

We focused on resources for donors with

limited income and no health insurance.

With the help of a PS at our sister center,

we compiled a list of dental and health-

care clinics that either provided free

healthcare/dental care or on a sliding

scale. Each of the clovers has this infor-

mation on it, and we passed these on to

our donors.

April – April Showers…

Our focus for this month is water, how

our body uses it, how much we need, how

to get more of it and an emphasis on hy-

dration and plasmapheresis

Some of our upcoming topics include:

May: Medications and Products Derived From Your Plasma

June: Summer Safety

July: What is CJD?

Aug: Back to School – Healthy Brown Bag and Snack Ideas

Sept: Harvest Time: Meatless Meals

Oct: Octoberfest – Effects of Alcohol on Plasma Donation

Nov: What is hemophilia?

Dec: The importance of protein

The bulletin board fever has caught on in our center, and now you can

find bulletin boards brightly decorated throughout our center.

Our biggest success thus far was during the month of February. A do-

nor had made an appointment at a dental clinic we gave him the number

for. He hadn’t been to the dentist in many, many years. He came here

to donate his second time of the week, received his pay, and immedi-

ately went to his appointment for a teeth cleaning and x-rays. His reim-

bursement for his donation exactly covered the fee of his dental service.

He was so excited to let us know how we had helped him.

Obviously, this really made us very excited to continue with the cam-

paign of providing donors with information. We look forward to many

more opportunities.


Earth Day– Terre Haute Style

By: Heidi Camp

Cassandra Shouse helping a child plant a seed to

help her community.

Heidi Camp and Erica Gross working

the children’s booth painting faces.

From left to right: Joseph Cherry, Cassandra Shouse, Heidi Camp Steph-

any Williamson, Erica Gross. Children: Ashton Camp & Krislyn Camp

Stephany Williamson at the water station waiting for

people to get their reusable water bottles.


On Saturday April 17, 2010, we volunteered

at the 12th annual Earth Day Celebration at

St. Mary of the Woods College. There were

many vendors from our community who pro-

vided information and sold homemade items

like soaps, crafts, and even organic foods.

Some of the other activities shared were

horse-drawn trolley rides, tours of the or-

ganic farms, an alpaca shearing. There

were plenty of informational booths for recy-

cling and how to plant food to help feed our

community. We participated in several of

the booths. For example, a water booth

where people could get reusable water bot-

tles rather than using disposable water bot-

tles. We also helped people plant a fruit or

vegetable to grow and donate to our local

food pantries. We also ran the children’s

booth where they could get their faces

painted, color, and make an alpaca mask

with real alpaca fur.


I would like to thank the PlasmaCare corporate staff for awarding the Excellence Award for the best overall business operation in 2009 to the

Milwaukee PlasmaCare team. I’m saying team because it’s truly a team effort. We would first like to thank the corporate staff for all of the

support given. In any business there are goals that are required to be met. The Center Leadership Team communicates weekly in ensuring

that all aspects of the business are properly being implemented according to company guidelines. There are always challenges, especially

working in economical times like these. We find that the stress factor is on every side and has affected many, so we try to give the best cus-

tomer service possible by educating the importance of what we do and all the benefits for why we are doing it. I am very proud and honored

to be a part of a company that values the lives of people.

I am proud to say that at the Milwaukee center and I’m sure all the other centers as well believe in the company mission. We will always

have challenges, but by staying focused and committed at all times, we gain strength because we do not settle for what is, but keep striving

for what should always be.

I’m also proud to be a part of a company that values the employees by ensuring that they are recognized for a job well done and have a ca-

reer path that has an open door for any one who’s willing. I have worked for companies who did not

have this type of path. I have been on all sides of the corporate level while working with other compa-

nies recognizing that PlasmaCare has the best training for all starting from the corporate level to manage-

ment to employees. The Train The Trainer class is the best training a manager could ever receive regard-

ing the experience he or she might have. This training has helped improve our styles of management that

was lacking. The good thing about this kind of training is that it is easy to trickle down to staff members

for immediate implementation.

When first starting, immediately I was welcomed by Pat Tate and James Griffin with open arms as center

manager. They said that they were are here to help, and with that we will grow together. So roll up your

sleeves and let’s go. It’s has been a good and challenging ride so far, and I believe it will be a long, but

rewarding one.

I would close by saying thank you all for your support and again on behalf of James Griffin, David,

Vento and our staff, we our honored to receive this award.

Thank you.

Last month, I was honored to receive the Jose Antonio Grifols Roig Award for Outstanding Contribu-

tions to PlasmaCare for 2009 during our Annual Manager’s Meeting in Cincinnati. While I was cer-

tainly thankful for the distinction, I can honestly say that it would not have been possible without my

fellow employees and mentors, who during my past three years with the company, I have had the

honor to collaborate with. Given time to reflect on the award itself; it illuminates two key characteris-

tics vital to the success of any company and a bulwark for our company in particular: dedication to the

task at hand and recognition for that task.

For the latter, I can only say that working for a company that recognizes the contributions made by its

employees has always been truly rewarding. Accolades, well delivered and meaningful ,can transform the morale of a center. Constant rein-

forcement of our values make all the difference between the average and the outstanding employee. In every center that I have worked, I

have made recognition of employee service the highest priority. In the day to day bustle, it is too easy to forget to say thank you to someone

for a job well done or take the time to recognize someone who went beyond the call of ordinary duty. If we are to continue to succeed as a

company in a troubled economy, we must reassert that our employees are our greatest resource and as such, take the time to honor their ac-

complishments.

Regarding the former, it has always been my assertion that a man’s work in his ordinary day is a reflection of the rest of his life. For myself,

work has never been simply a means to an end, but always something I could take pride in. During my tenure with PlasmaCare I have been

dedicated to my duties not for the pay received or the awards given, but because I can reflect on my work and have a measure of satisfaction

in that I did my best. As a manager, I have worked hard to instill this in those I have worked with, resulting in a more productive , happier

team dynamic. For me, that is the heart of the Joe Antonio Grifols Roig Award, and I am truly grateful to be its recipient.

Best Overall Business Operation 2009 By: Kenneth Hughes

Jose Antonio Grifols Roig Award Winner 2009 By: James Valentine



I would like to thank PlasmaCare for

recognizing Joliet as the recipient of

the 2009 Best Cost Producer award. I

would also like to acknowledge the

other 16 centers, as I believe we as an

organization strive to provide quality

product while maintaining profitable

growth.

My leadership team and I always put

emphasis on maintaining cost while

still delivering a quality product. We

empower our staff with the skills,

knowledge, and best practices to better

control cost within the center.

Receiving the award meant a lot to my

staff because they continuously strive

to work efficiently to ensure cost con-

trol.

The Performance Award 2009 By: Maurio D. Parham

Best Cost Producer 2009 By: Chiquita Sall

At the past Manager Meeting, Shaker Heights was presented with the Performance Award for

Best Quality and Productivity in 2009. It would be an injustice if I do not start off and give

thanks to the entire Staff here at Shaker Heights. Each of them have been on our side since

September 24, 2009, and they are still here with the company working even harder than be-

fore. Also, please let me not forget the person that has over 5 plus years in the industry, that

has progressed within the company, and is our backbone here at Shaker Heights—Latoshia

Brazil, QT a.k.a “Queen B”---THANK YOU!

This award means a lot, not just to me, but the staff as well. All the sacrifice, sweat, and tears

has paid off. The team showed a sense of quality by coming in on days to build furniture, put beds together, unload supplies off several

trucks to prep the center to open, which showed me that they are equipped with great work ethic and not scared to get their hands dirty.

These are just some of the factors that aided in us achieving our production numbers:

• Huge Beautiful Building (BUILD IT- THEY WILL COME)

• Great Location!

• 1 Competitor in Town

• A team that has a drive for ACHIEVEMENT!

216 Shaker Heights is in an untapped market which we have just begun to see what this center and com-

munity can really do. The community embraced us upon opening and is appreciative to that fact that this

company has chosen this community to enrich.

Our mission now for Shaker Heights is to prepare for 2011 by focusing on:

• Quality of Training = RETAINING

• Quality of Customer Service = RETAINING

• The “Right Person, Right Place, Right Time”

• Learn from the mistakes! `

In closing, thanks goes out to 216 Staff (Line Staff & CLT) and a special thanks to centers 203, 204, and 205 that have provided us with

guidance and assistance. Just a friendly reminder…keep your eyes on the Dash Board because we are coming for that #1 Spot!!!

Every member of our staff contrib-

uted to our center’s success. The

staff manages cost through focus-

ing on and continuously looking for

ways to improve our services and

processes within the center. By fo-

cusing on proper controls, we’ve

successfully managed cost.

Although there are some fixed cost

that we can not manage, there are

several key factors we can control

within the center to manage cost.

By establishing well trained em-

ployees, increasing production,

eliminating unnecessary waste and

controlling resources have been

able to improve our centers profit-

ability.

We also, aggressively keep track of our

inventory management process by en-

suring an accurate month end count of

supplies and forecasting of next

months’ needs.

We are particularly pleased to have

received this award and looking for-

ward to continuously contributing to

PlasmaCare profitability and growth.

“Every member of our

staff contributed to

our center’s success. “


Customer Service Books In the Next Issue…

Keep a lookout for the following features:

……Games

……Upcoming events

……Accountability

Contest Corner

BACK STORY

The first person from each center to fax the correct

answer to 513.621.1170 wins a prize!

Behead a Word When you behead a word, you remove the

first letter and still have a valid word. You

will be given clues for the two words, longer

word first.

Example: Begin -> Sour, acidic

Answer: The words are Start and Tart.

1. Pleasant -> Frozen water

2. More recent -> Pitcher for water

3. Noble gas -> Indefinitely long period of time

4. Almost -> Ahead of time; at the beginning of a

period of time

5. Not at any time -> At any time

6. None of two choices -> One of two choices

7. Limited width or scope -> Projectile shot from a

bow

8. One, for example -> Brown, earthy colour

“Coming together is a be-“Coming together is a be-“Coming together is a be-“Coming together is a be-ginning. Keeping together ginning. Keeping together ginning. Keeping together ginning. Keeping together is progress. Working to-is progress. Working to-is progress. Working to-is progress. Working to-gether is success.”gether is success.”gether is success.”gether is success.” Henry FordHenry FordHenry FordHenry Ford

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