Providing great customer service in healthcare is an ongoing challenge. This short book is a terrific guide to customer service essentials for front line staff. Rich with interactive exercises and self-help tools, staff become clearer on the Sixteen House Rules of Customer Service. They also raise their awareness of their own current behavior compared to the behaviors that reflect great customer service. This booklet makes a great recognition gift and support for individual coaching or staff development with groups. Customer Service has the concrete skills that can lead you and your team to significant progress.

The world is becoming a smaller place as companies search the continents looking for cheaper resources to fulfil their requirements. As contracts become shorter and profit margins become smaller the demand for process adherence is still a priority. Procedural errors can make the difference between operating at a loss or a profit. Complete control is the only way to maximize output, minimize loss and maintain the contract from day one. The Essential Outsourcing Process and Procedure Global Guidebook demonstrates the complete contract control concept incorporating process design (documentation), activation (implementation) and measurement (improve and update).

In this step by step guide, former Management Consultant and change management expert Theodore Panagacos walks you through the entire discipline of Business Process Management. Learn how to fast track your orgnaization's strategy to govern processes, create a process culture, and measure business performance. Best of all, this crystal-clear, convenient sized book can be put to work in your organization immediately

Service recovery and hospital complaint-handling are not a favorite subject among healthcare employees. Yet, if we learn to reframe complaints, we can embrace them as a second chance to make things right for the people we serve. And the fact is, every employee is the first point of contact for one complaint or another. Ideally, every person in your organization should be adept at handling complaints, so they can nip complaints in the bud. This booklet is a straightforward guide to handling complaints effectively. Designed for the frontline employee, it explores the basics of identifying the problem, listening, exploring options, following through and getting the right people involved. This is a great tool for managers and educators to use with staff to develop positive attitudes and concrete skills for turning dissatisfaction into satisfaction through effective communication.

The book shows to readers that a Quality Conscience is needed in order to successfully implement quality and reap corporate success: This conscience takes you through a path of discovery which first stems from a realization of what is quality and its inherently natural presence in the universe, to an understanding of the direct impacts of quality on business success, together with an awareness of the very many things which are required in order to get the perfect working quality model. The universal realities are rightfully described by projecting an organization as an organizational entity which is alive and whose successful existence depends on non-visible forces and energies. It is through the cohesive mix of quality forces that we show the emergence of a true quality culture which is sustainable. In fact the book shows that the very essence and ability to replicate a culture of quality can become natural and require effortless organizational actions and behaviours if they are driven by a value based system. Projection into the energetic dimension serves to caution moves and actions which generate organizational entropy and drain energy from the organization. The book provides insights from more than a decade of work experience in the field of Quality and taps into a panoply of issues (very often ignored) and which need to be considered in order to achieve the perfect Quality Environment: The principles of Quantum Management is the result of an experiential analysis of Organizational dynamics and behaviour and realities as observed over more than a decade of practice of Quality: The experience drawn provides practical insights on the various roadblocks which are encountered in the path of implementing Quality. Finally the book inspires from close parallels between the individual and the living organizational entities and the energy realm within which the entities and the universe operates. The universe is a bundle of energy, energy makes the world go round : The Quality phenomenon is intricately associated with energy: The organization is an energy conglomerate comprising the energy of its organizational premises and space, its atmosphere, its interactions with customers, its people, its leaders, the energy of its efficiency and effectiveness, the energy of its product and services and the energy of its culture. Existing Quality Tool-oriented books on the market do not delve on the subject matter of energy and this is what makes the topic new and of increasing importance. The book is unique in the sense that it describes the practical path towards achieving corporate success through quality, explained within a tantalising background and context of an energy realm The various chapters of the book starting with the Quality Philosophy, the creation of the Quality Foundation, Business Excellence Models, Creating a Quality Culture, cautionary Roadblocks to Quality all espouse the energy principles in their descriptions and intentions for truly achieving Quality and reaping success. The holistic approach guarantees success and is propounded in the perfect working Quality Model, which described in Chapter 6. The book has been structured in such a way that it shows the path and rise in building a House of Quality though rightfully chosen chapters. More importantly it was felt that most quality books remain at the level of text books and do not reveal the philosophic aspects of quality. It was also felt that the true meaning of quality was not truly understood and the intention was to provide such an explanation of its holistic meaning. The book has some new themes that have not been touched so far by other books dealing with the subject matter of Quality in organizations: These themes are for example the principles of Quantum Management, the energy dimension within which an organization operates and the non-visible forces which affect the running of the organization and the need for organizational sensitiveness for same.

It seems to me over a period of thirty years I have been engaged in degree course teaching services under the University of Calcutta. I still remain to be an under developer of knowledge or rather an illiterate to write this book. Sri Sri Ramkrishna Kathaamrita bestowed on me by generating ideas to write something for the human being on the earth. Ramkrishna kathaamrita teaches me to think and incubate the ideas and those ideas are essential sources of knowledge that has been contained in this book. I have tried a little to accumulate all ideas through my publications in papers. Those ideas are assimilated into this book. It has been a challenging task to enhance value and management by value-added with an impact of Value-adding multiplier (VAM). Encouraged by the overwhelming response to reviving for survival, which contained package to market Easter Region in general and West Bengal in particular in the wake of the new economic policy adopted by the government at the center. The basic economic indicator, has been earmarked, is the enhanced net value-added. Net Value-added (NVA) can very aptly indicate the economic performance instead of ?profit? measurement. The value-added statement can best be used to measure objectively the overall economic as well as corporate achievements for the society at large. It is utmost important and rather imperative to promulgate the laws and codes for corporate reporting by means of value-added statement (VAS) in specifically defined format. The author states that enhanced value-added is the economic indicator meant for the stakeholders and society at large. Creation of wealth to the society cannot be sustained by focusing only on "profit" but it should be emphasized on the creation of value-added by different forms of economic activities by means of effective utilization of knowledge resources as well as scarce economic resources. So, the author stresses importance on the accounting information by means of "net value-added (NVA)." Value-added must be the core measurement to justify the economic achievements of manufacturing sector with an effect of value-adding multiplier (VAM).

This guide highlights the key issues you need to consider when setting up a shop in England. Easier to learn and cheaper if you have in mind to be your own boss in the retail sector.

ISO/IEC 20000 ist ein wichtiger internationaler Standard fur IT-Dienstleister. Die Implementierung und Zertifizierung dieser Norm verbessert Ihre Geschaftsprozesse und -praktiken und versichert Ihren Kunden, dass Ihr Unternehmen effizient, zuverlassig und vertrauenswurdig ist. Die Kunden werden zuruckkehren, weil sie aus Erfahrung wissen, dass Ihr Service unubertroffen ist. Potenzielle Kunden werden Lieferanten mit ISO/IEC 20000 Zertifizierung bevorzugen, die ihnen die Sicherheit gibt, die sie suchen. Dieses Buch wird Sie durch die Implementierung und Zertifizierung fuhren, so dass Sie Ihre Management-Prozesse optimieren und einen erstklassigen Kundenservice zu wettbewerbsfahigen Preisen bieten konnen. Von diesem up-to-date Schritt-fur-Schritt-Management Leitfaden profitieren alle, die eine Rolle bei der Implementierung und Zertifizierung haben. Geschrieben fur Unternehmen jeder Grosse, gibt er eine klare und detaillierte Aufschlusselung der Ausgabe 2011 der Norm und untersucht ihre Beziehung zu anderen Standards, wie z.B. ITIL(r) und COBIT. Er bietet eine betrachtliche Menge an praktischen Ratschlagen und Empfehlungen, wie Sie sich fur die Prufung und Implementierung vorzubereiten haben, so dass Ihre Reise zur Zertifizierung reibungslos ablauft. Michael Kunas ist ein ISO/IEC 20000 Lead-Auditor und ITSM-Consultant mit uber 15 Jahren Erfahrung in allen Bereichen der Informatik. Er verfugt uber langjahrige, weltweite Erfahrung als Berater, Dozent und Sprecher auf Konferenzen zum Thema ISO/IEC 20000 und den damit verbundenen Frameworks und Methoden. Er war Co-Autor eines Buches uber Mathcad Software und hat Artikel zum Thema IT-Service-Management, ITIL und ISO/IEC 20000 in spanischen Computerzeitungen, wie z.B. Data TI" und Computerworld," herausgegeben. Ein praktischer Leitfaden, der aus Ihrem Unternehmen ein Spitzenunternehmen" in Sachen Service-Qualitat mac

A PLAIN ENGLISH GUIDE TO SOLVING REAL-WORLD PROBLEMS WITH SIX SIGMA

Six Sigma is one of the most effective strategies for improving processes, creating better products, and boosting customer satisfaction, but business leaders often balk at its reputation for being too complex. Don't fall into that trap. Six Sigma is simple to understand and implement--if you have Statistics for "Six Sigma Made Easy "

Warren Brussee has helped businesses save millions of dollars with Six Sigma, and he explains how you can achieve similar results in this step-by-step guide. He presents a thorough overview of the Six Sigma methodology and techniques for successful implementation, as well as a clear explanation of DMAIC--the problem-solving method used by Six Sigma Greenbelts. "Statistics for Six Sigma Made Easy " provides: A simplified form of the most common Six Sigma tools All the basic Six Sigma formulas and tables Dozens of Six Sigma statistical problem-solving case studies A matrix for finding the right statistical tool to meet your needs Basic Greenbelt training in one concise reference

Best of all, no background in statistics is required--you can start improving quality and initiating costsaving improvements right away. "Statistics for Six Sigma Made Easy " is the only reference you need to facilitate real-world application of Six Sigma tools.

Basics Of Health Care Performance Improvement: A Lean Six Sigma Approach Prepares Future Healthcare Administrators To Meet The Challenges Of A Changing Marketplace Through The Proven Lean Six Sigma Method Of Quality Improvement--Straightforward Principles And Procedures That Enhance How Healthcare Organizations Operate. With An Eye Toward Meeting Consumers' Increasing Demand For Value In Health Care, This New Volume Provides In-Depth Information On Planning And Implementing A "Define-Measure-Analyze-Improve-Control" (DMAIC) Initiative To Reduce Errors And Improve Performance In Healthcare Settings, And Serves As An Essential Reference On The Basics Of Lean Six Sigma And Its Application In Augmenting The Quality Of Care. Key Features: Lean Six Sigma Case Studies Drawn From The Industry; A Thorough Exploration Of DMAIC Approach To Quality Improvement; Discussion Questions In Every Chapter Instructor Resources: Instructor's Manual, Powerpoint Presentations, And A Testbank

A quick guide to better IT Service Management Many organisations rely on a mishmash of different technologies and ad hoc working practices to deliver products and services. This makes it very difficult to make changes, measure effectiveness and improve service levels. Better for you, better for your customers Employing a structured IT Service Management system will enable your organisation to identify how to improve the service you deliver to your customers. The international standard for IT Service management is ISO/IEC 20000. Achieving compliance with this standard brings real operational benefits and shows new and potential customers that your organisation is efficient, reliable and trustworthy. The ISO/IEC 20000 standard This pocket guide is a handy reference to the key information on ISO/IEC 20000. It features an overview of the purpose of the standard and shows how to use it. It explains qualification programmes, certification schemes and the interrelationship of ISO20000 with other standards, such as ISO27001. The overall emphasis of the guide is on ISO20000's customer-driven approach to ensure your IT service management processes align with the needs of your business.

Quality in the Public Sector is one of a series of books entitled "Essential Skills for the Public Sector". It sets out ways in which those providing public sector services can clarify what is meant by quality and how quality can be achieved. It considers issues such as setting standards, measuring and monitoring quality and the cost versus the benefit of introducing quality systems. It is increasingly important that quality services are maintained whilst striving towards achieving value for money from public funds. There are worked examples and practical exercises which allow the theory to be put into practice, encouraging self-development and continuous improvement. The style is simple, easy to read, and accessible to staff at all levels within an organisation. It is an essential addition to a manager's toolkit of skills and knowledge.

A concise, easy to understand workbook on Quality System inspections to help facilitate a successful regulatory agency audit. This workbook includes the following information: - How to Build a Quality Foundation - How to Prepare for an Inspection - Inspection Execution Guidance - Inspection Follow-up Activities

The purpose of Project Thesis is to choose a problem that one would like to solve thoroughly by research, designing a specific plan of action and writing an extended report. Project Thesis is about the implementation and evaluation of the controlled substance process within Heartland Healthcare Service's (HHS), which is a pharmacy that supplies medications to long term care facilities. There are two key elements involved in this problematical error: dispensing methods and communication errors.Project Thesis was published to assist other graduate students seeking resources and reference material in regards to thesis project completion.

The first quality management handbook developed specifically for the h ome health care industry, this book provides a comprehensive program w ith step-by-step guidelines, ready-to-use models, charts, sample forms, questionnaires, surveys, letters, and reports everything needed to d esign, implement, and maintain an effective program. It includes vital information regarding OSHA and Joint Commission requirements and inte rnational standards, as well as auditing and statistical data collecti on and evaluation techniques. This book provides the framework for tra nsforming a home care company into a customer driven organization. Too ls and techniques are provided to establish unparalleled service excel lence throughout the delivery of care and subsequent business transact ions.

A hands-on step by step guide on how to improve the quality of products or services produced by administrative processes. The book focuses on administrative departments and what they must do to satisfy their internal customers.

Changing with Lean Six Sigma is different from the rest of the milieu in that it focuses more on how to change for the better using Lean Six Sigma as a tool rather than doing Lean Six Sigma for a change. It presents a unique and user-friendly description of the Lean Six Sigma methodology that cuts through all the lingo. The author points out to the fundamental questions organizations need to answer and deep diving into the structure needed to support a Lean Six Sigma change initiative, sharing a top consultant's often deeply held secrets on critical items needed to changing a company into a performing lean six sigma organization. Changing with Lean Six Sigma does not advocate Lean Six Sigma as a panacea for all business problems. It tells you where you can apply it and where not. The author also describes the various aspects of change that need to be managed during the initiative and the resultant benefits to the organization and to the individual change agents and champions. Illustrated with graphics that capture the essence of critical topics, Changing with Lean Six Sigma is imaginative as well as thought provoking. Written for senior executives who would want to know the basics of a Lean Six Sigma initiative and for executives responsible for operations, maintenance and service processes to know what to plan for before embarking on such an initiative. This book is also for the supervisors, mangers and a broad spectrum of corporate and entrepreneurial innovators who would be the change agents in a Lean Six Sigma initiative in the role of a Sponsor, Champion, Black Belt or Green Belt. Aruleswaran prepares the reader to embark on an effective Lean Six Sigma program through inductions on the philosophies, methodology and differences between going through the motions with Lean Six Sigma, and attempting to change a business in the usual way. This book is a must read for change agents, business leaders, and lean six sigma process experts.

In today's fast-paced and volatile business environment, customers are demanding increased flexibility and lower cost, and companies must operate in a waste-free environment to maintain a competitive edge and grow margins. Lean Enterprise is the process that companies are adopting to provide superior customer service and to improve bottom line performance. Are you contemplating Lean for your manufacturing or office facility? Are you already implementing Lean but are dissatisfied with the speed of change? Do your employees think that Lean is just the new flavor of the month? Are you being forced to go Lean by your customers or your competitors? Are you anticipating going offshore to cut costs? Regardless of your situation, this book is designed to help guide you through the Lean transformation and avoid the pitfalls. Find out why many companies are failing to live up to the promise of Lean, and why there may be alternatives to outsourcing or going offshore. Learn from the mistakes of others and avoid the trials that often kill the initiative. Find out why you must change, how to change, and how to institutionalize the process. Understand the costs of outsourcing or going offshore and compare these to the Lean alternative. For those companies that fail to commit to the process and truly change the culture, a Lean Enterprise will remain elusive. This is the revised, second edition of this highly-acclaimed book with a new foreword by Dolf Kahle, CEO of Visual Marketing Systems.

Quality management is essential to small and medium-sized enterprises (SMEs) in order to increase bottom-line results, save money and manage risks. Ray Tricker has already guided hundreds of businesses through the challenge and this new book, updated for the 2008 standard, provides:

• Relevant examples that put the concepts and requirements into a real-life context
• Down to earth explanations to help you determine what you need to change to achieve certification
• Free, customisable, quality management system files, available from www.routledge.com/books/details/9781856178617 to give you a starting point from which to develop your own documentation

This established book, now in its fourth edition, provides step-by-step, prescriptive guidance, tailored to the non-quality specialist, on how to approach quality management and certification to ISO 9001 in a cost and time effective way. It enables small businesses to reap the benefits of ISO 9001 certification with minimum effort and paperwork, and without the need for expensive consultancy or training that takes employees out of the office.

All organisations strive for excellence, for improved efficiency. Yet the real 'holy grail' is sustainable excellence - which depends not merely on efficiency, but on increased effectiveness. This book introduces a suite of consistent, interrelated tools and techniques to enhance enterprise effectiveness. The tools can be used in business transformation, enterprise architecture and many other aspects of strategy development and implementation, in every type of enterprise. Topics covered include: - how to use the SEMPER diagnostic to assess the overall 'ability to do work' in any part of the enterprise - and identify automatically what to do about any highlighted areas of concern - how to use SEMPER analysis to review, re-assess and re-purpose the enterprise's strategic assets - how to use SCORE as substitute for SWOT, for quick strategic assessments that are aware of impacts on overall enterprise effectiveness - how to use Five Elements analysis to pre-empt, resolve and reduce role-related conflicts within the enterprise If you want to lead your enterprise to a whole new level of effectiveness, this is one book you'll definitely need.

This up-to-date book documents and communicates the last 20 years of research with regard to a theory of quality improvement relating to fields such as learning theory, organizational theory and behavioral theory. It is based on the contingency approach which assesses the current condition of the firm and identifies gaps in quality deployment as a basis for future improvements thereby basing improvement on contingent variables that are operative in the firm as it exists. The final chapter of the book provides a means for outstanding companies to asses themselves and determine where they need improvement. differing perspectives on quality, quality theory, global quality and international quality, strategic quality planning, the voice of the customer, the voice of the market, quality in product and process design, design of experiments, designing quality services, managing the supply chain, the tools of quality, managing teams and projects, statistically-based quality improvement, managing organizational learning, implementing and validating the quality system.quality managers, presidents or CEO's.

The term "Corrective Action" is widely used in different situations. We hear it often from the Senior Management, from Politicians, University Deans and so on. After having read this book titled 'An insight into Corrective Action', the reader is intended to have completely understood the true meaning of the term "Corrective Action" When "Corrective Action" is put to use effectively, in its true sense, the user will definitely reap heavy benefits out of the process that it is applied to.