Improving customer satisfaction: emerging lessons about strategy and implementation, Part 2.
This article describes a six-phase strategy designed to systematically improve customer satisfaction across an entire managed care system. Part 1 (Spring 1995) of this two-part series summarized the theoretical underpinnings of the approach and highlighted the first two phases of the improvement strategy. Those phases involve systematically listening to the organization's customers and using customer information to strategically target key areas for improvement. This article describes the specifics of the last four phases of the strategy; these phases involve achieving and sustaining unprecedented levels of improvement in targeted areas. Initial results and emerging lessons associated with the implementation of this strategy are summarized.
Group Health Cooperative of Puget Sound, Seattle, WA, USA.
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Morton
D007857:Leadership; D008329:Managed Care Programs / Q000458:organization & administration / Q000592:standards*; D008332:Management Quality Circles / Q000458:organization & administration*; D008511:Medicine; D017146:Models, Organizational; D009936:Organizational Innovation; D017060:Patient Satisfaction; D010560:Personnel Selection / Q000592:standards; D010934:Planning Techniques; D011357:Product Line Management / Q000592:standards; D016730:Program Development; D015397:Program Evaluation; D012017:Referral and Consultation / Q000592:standards; D013038:Specialization; D014861:Washington