the customer interaction model - stellenbosch...
TRANSCRIPT
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THE CUSTOMER INTERACTION MODEL
Nanette SpencerBusiness Manager, NHLS Tygerberg Hospital
31 August 2016
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about me
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3public vs private
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4add in academic
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what we do and why it matters
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how we differ
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7who are our customers
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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
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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
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16commitment to customers
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changing landscape
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routine is automated
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19specialised tests & procedures
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20tiered interaction
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how we manage customer interaction
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22staff training
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what our customers want
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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
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29monitor, review, trend
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Thank You