Creating A Customer Focused Culture

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Creating A Customer Focused Culture Powered By Docstoc
					  Creating A Customer
    Focused Culture

          Chris Schmidt, C.E.O.
     Bobby Stephenson, Administrator
Schmidt Wallace Healthcare Management Co.
Learning Objectives

   • Leadership - Identify approaches to
     changing the way leaders think about
     quality
   • Customer Expectations & Quality Culture
     - Create strategies that shift the cultural
     focus to customer expectations
   • Staff Empowerment - Identify methods
     for empowering staff to respond to
     customers more effectively.
Learning Objectives

   •   Get out of the box
   •   Expand your comfort zone
   •   Be challenged
   •   Learn something new
   •   Learn something practical
   •   Meet someone new
   •   Have some F U N!
      ICEBREAKER:
MOVE IT, MOVE IT, MOVE IT!
Leadership

   • The Schmidt Wallace Journey
     – Family business
       • Chris Schmidt
       • Patti Wallace
     – 4 Facilities in Alabama
       •   Talladega Healthcare Center – 234 Beds, 1991
       •   Albertville Nursing Home – 159 Beds, 1999
       •   Hillview Terrace – 143 Beds, 2001
       •   Shelby Ridge Rehab Select – 131 Beds, 2005
       •   Over 850 employees
Leadership


              Our Vision
      “We exist to enhance the
     lives of those we serve and
      above all, we will keep our
            residents first!”
Leadership

   • Core Values
     – Resident Centered
     – Respect
     – Devotion
     – Passion
     – Excellence/Quality
Leadership

   • Key Business
     Philosophy
     – Residents first      – Permanent
     – Money follows care     C.N.A./L.P.N.
                              Assignments
     – Take care of your
       employees            – Go above and
                              beyond
     – Employee respect &
       involvement          – Hands on supervisors
                              and administrators
     – Emphasize the
       C.N.A.               – Offices - eliminate
                              most of them
     – Create your own
       nurses
Leadership

   • Administrator Best Practices
     – All Aboard the Bus
     – Values & Attitudes
     – Skills & Knowledge
     – Walk the talk
     – Firm, Fair and Consistent
     – First things First - Daily, Weekly, Monthly
       Routine
     – Key focus areas
     – Open Door & Visibility
Leadership

   • Culture – What is yours?
     – Good vs. Great
     – Great vs. World Class
     – 4 Star vs. 5 Star
Leadership

   • Quality Journey
     –   Dr. Edward Deming   –   Steven Covey
     –   Ritz Carlton        –   Dave Ramsey
     –   Health Dimensions   –   Bryan Williams
     –   Disney              –   Mark Blazey
     –   Fish Philosophy     –   Tim Case
Leadership

   • Quality Award Process
     – American Health Care Association
       • Talladega Healthcare Center – Step 1 & 2
       • Albertville Nursing Home – Step 1& 2
       • Hillview Terrace Rehab Select – Step 1
     – Alabama Quality Award
       •   Talladega Healthcare Center – Level 1 & 2
       •   Albertville Nursing Home – Level 1, 2, & 3
       •   Hillview Terrace Rehab Select Level 1
       •   Shelby Ridge Rehab Select – Level 1
     – Quality Award Examining
Customer Expectations

   • Customer Service Video Clip
     – Bon Qui Qui – King Burger
     – Five Easy Pieces – Jack Nicholson
Customer Expectations

   • Customer Service
     – Gold Standards
       •   “Greet n’ Meet”
       •   “Escort Customers”
       •   “Don’t Pass”
       •   “Professional Manners”
       •   “It’s Not My Job”
       •   “PMA”
       •   “Take the Heat”
       •   “Yes I Can”
       •   “F.O.C.U.S”
       •   “Kidness Is Free, Give It Away”
Quality Culture

    • Quality – Who defines your Quality and
      Culture?
      – Quality Expectations
        • Setting and communicating quality expectations
        • Demonstrating Quality Expectations
           – Grand Rounds
           – Random Rounds
           – Early A.M.
Customer Expectations




            Engage Me
                By Bryan Williams
Quality Culture

    • Customer Engagement
      – Listen
      – Follow up, Don’t make excuses
      – Build the relationship
      – Resident & Family Council
    • Employee Engagement
      – Involvement and inclusion
      – Customer Service Training
        • TQM Week
        • Orientation
Staff Empowerment

   • Leadership Retreats
     – Strategic Planning
       • Enhancement team
     – Personal Growth
       •   Fish philosophy
       •   First things First
       •   Balancing Family and Work
       •   Financial Peace
     – Teambuilding
       • Outdoor Activities
       • Indoor Activities
Staff Empowerment

   • Enhancement Teams
     – Resident Enhancement
     – Employee Enhancement
     – Property Enhancement
     – Financial Enhancement
     – Customer Service Enhancement
Customer Expectations




      Win as Much As
         YOU Can!
Customer Expectations

              Win As Much As YOU Can!
     Payoff Schedule

     4X’s                 Lose 1 Point Each

     3X’s                 Win 1 Point Each
     1Y                   Lose 3 Points

     2X’s                 Win 2 Points Each
     2Y’s                 Lose 2 Points Each

     1X                   Win 3 Points
     3Y’s                 Lose 1 Point Each

     4Y’s                 Win 1 Point Each
Staff Empowerment

   • Teamwork
     – Cooperation vs. Competition
       • The sinking ship
       • Job Swap
     – Teams
       •   C.N.A. Advisory Team
       •   L.P.N. Advisory Team
       •   C.N.A. Mentor Program
       •   Suggestion Box Team
       •   Quality Improvement Teams
Staff Empowerment




              Play!
This Is Schmidt Wallace…