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Leadership Chalenges to Change

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Victor A. Hernandez Breakthrough Gold

Date: April 1, 2011

Breakthrough Gold Essay

Each of the following tools helps identify who our customers are and what product or services they value.

• Voice of the Customer (VoC) • The Kano Model • Lean Consumption Mapping • Quality Function Deployment

The tools allow us to see through the eyes of the customer. In our environment the ultimate customer is the patient, however, we are also internal customers to each other, physicians, nurses and other organizational departments within HHC.

The application of the VoC help us understand how our customers define value. This tool allows us to get feedback regarding what they expect their experience to be in their interaction with us. The feedback can be collected through focus groups, individual interviews, surveys etc. A VoC table is created to further understand the customer’s wants and their expectations regarding what they consider value from the services provided at HHC. The VoC table helps reveal the experience the customer wants when using our services.

About the Person |VoC |I/E |Who |I/E |What |I/E |Where |I/E |When |I/E |Why |Who | | | | | | | | | | | | | | | |
Additional data and information is also obtained by visiting the Gemba to further understand and see the waste in the process and the effect on the customer/patient.

The Kano Model provides another method to understanding what our customers value. It forces us to ask; what are the basic services expected but unspoken. For example: upon being admitted to one of our facilities as a patient you would expect to have a bed, sheets and pillows and restrooms with hand towels and tissue. You would also expect running water from the bathroom sink. The patient wouldn’t specifically ask for these things but would expect them as part of their stay in the hospital (basic/unspoken)

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