the customer interaction model - stellenbosch...
TRANSCRIPT
THE CUSTOMER INTERACTION MODEL
Nanette SpencerBusiness Manager, NHLS Tygerberg Hospital
31 August 2016
2
about me
3public vs private
4add in academic
5
what we do and why it matters
6
how we differ
7who are our customers
THE EXTERNAL CUSTOMER IS SOMEONE WHO SIGNS A CHECK, PAYS OUR EMPLOYER, AND ULTIMATELY MAKES OUR PAYCHECK POSSIBLE. EXTERNAL CUSTOMERS HAVE CHOICE, AND IF THEY DON'T LIKE YOUR PRODUCT OR SERVICE CAN TAKE THEIR BUSINESS ELSEWHERE. External Customer
AN INTERNAL CUSTOMER OR INTERNAL SERVICE PROVIDER CAN BE ANYONE IN THE ORGANISATION.
Internal Customer
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from many to one
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customer interfaces
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stakeholders & their impact
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management & the negotiated policies
16commitment to customers
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changing landscape
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routine is automated
19specialised tests & procedures
20tiered interaction
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how we manage customer interaction
22staff training
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what our customers want
24when things go wrong
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examples
Incorrect specimen for test requested
Specimen leaked in transit
Unlabelled specimen received
No specimen received
Test not performed, sample too old
Specimen clotted, unsuitable for INR
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what to do checklist
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handling complaints
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non conforming events
NCEImmediate action
Investigate
Root cause analysis
Corrective action
Follow up
Communication
29monitor, review, trend
30
Thank You