Growing World Class Service (or any other kind of change)

M.D. Anderson Customer Service Initiative Human Capital Organization Relationship

M.D. Anderson Customer Service Initiative Critical Success Factors Systems approach Transfer of best practices Transfer of customer service skills Transfer of performance improvement skills Measurement

M.D. Anderson Customer Service Initiative Mission Possible Your mission should you accept it, is to completely transform your service in two years such that your customers would be amazed at the difference. To lead this change, you cant just see the fire, you must BE the fire. President, Ritz Carlton

M.D. Anderson Customer Service Initiative Evolution of the Program Diagnostic Center – By gosh and by golly Pharmacy – Developed Structure Information Line – Applied Structure

M.D. Anderson Customer Service Initiative Kotters 8 Steps to Change 1.Establish a (sustaining) Sense of Urgency 2.Create a Guiding Coalition 3.Develop a Vision and Strategy 4.Empower Broad-based Action 5.Generate Short Term Wins 6.Consolidate Gains & Produce More Change 7.Anchor New Approaches in the Culture

M.D. Anderson Customer Service Initiative

Are You Ready For a Change? Typically Service training is topical Real difference requires painful change Management Change Staff Change Process Change

M.D. Anderson Customer Service Initiative Leadership

M.D. Anderson Customer Service Initiative Responsibilities Customer Service Board Assist in creation of Vision and the Case for Change Department Reports Progress Back Customer Service Board. Board Holds Department Accountable To Commitments

M.D. Anderson Customer Service Initiative Vision

M.D. Anderson Customer Service Initiative Involvement

M.D. Anderson Customer Service Initiative Run the Business/Change the Business Run the Life /Change the Life Run the Role Change the Role Run the Strategy Change the Strategy Run the Business Change the Business

M.D. Anderson Customer Service Initiative Responsibilities Management Advocates of Change Leads Kaizen Sessions Makes Adjustment to Optimize Wins Seeks New Ways to Beat the Opponent (mediocre service) Run the Business Change the Business

M.D. Anderson Customer Service Initiative Responsibilities Change Masters Facilitate Team Meetings Develop Team Meeting Strategy Team Interaction Change Management Leadership Commitment See-one, Do-one, Teach-one Team facilitator/strategize See-one, Do-one,Teach-one Customer Service Trainer

M.D. Anderson Customer Service Initiative Process Improvement

M.D. Anderson Customer Service Initiative Project Team Week 1: Foundation: Understand of Mission, Vision, Teams. Define the Problem Week 2: Diagnose the Cause, Understand Change Week 3 Generate Solutions, Evaluate Option Week 4: Finalize Solution; Devise Implementation Plans Week 5: Prepare For Presentation, Implementation Rollout Post Implementation: Monitor Status, Adjust Solution, Present Findings Champion the implementation effort

M.D. Anderson Customer Service Initiative How do you evaluate the existing telephone process?

M.D. Anderson Customer Service Initiative Mind-Shift Change Model Different Results Do Things Differently Think About Thinking Think Differently Mindshift The Office of Strategic Innovation

M.D. Anderson Customer Service Initiative Employee Development

M.D. Anderson Customer Service Initiative Customer Service Skill Module Entire Staff Skills Module 5 Modules Basic Customer service Communication Face-to-Face Telephone Conflict Management Assessments Communication Style Assessment Conflict Management Assessment

M.D. Anderson Customer Service Initiative Six Basic Service Needs Assurance- Empathy- Tangibles- Responsiveness- Reliability- Respect- Your knowledge, courtesy, and ability to create a trusting relationship with your customer. Caring, individualized attention to your customer. Observable evidence, like a clean facility. Providing prompt service. Perform the desired service accurately and dependably. Treating a customer with dignity and appreciation.

M.D. Anderson Customer Service Initiative Customer Service Skill Module

M.D. Anderson Customer Service Initiative Staff Management Wouldnt it make more sense if all the staff were patching holes in their system! Organizational improvement typically is managements responsibility change

M.D. Anderson Customer Service Initiative Kaizen Getting environment (g)rowing together Led by Management Describes What Will Change Focuses on the Small Things That Make A Big Difference Grow Team Agreement, Compliance and Spirit

M.D. Anderson Customer Service Initiative

Human Capital Organization Relationship

M.D. Anderson Customer Service Initiative Are You Ready To Step Out? The New Way