Manager "tool box" improves HMO customer service productivity, quality.
A tool box full of productivity and quality reports: Kaiser Permanente has dramatically improved the quality and productivity of its 12 member services offices thanks to a toolbox of five different reports to track staff productivity, case flow, quality of reps' work, and projected staffing levels. Use these templates and tips from Kaiser to develop your own easy-to-use spreadsheet tools.
D019985:Benchmarking; D002140:California; D003258:Consumer Behavior; D003625:Data Collection / Q000379:methods; D003626:Data Display; D003627:Data Interpretation, Statistical; D017598:Efficiency, Organizational; D004650:Employee Performance Appraisal; D006279:Health Maintenance Organizations / Q000592:standards*; D006801:Humans; D011785:Quality Assurance, Health Care; D012984:Software