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DelightingCustomers with
Information Technology
MarxMarch 2015
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Who I am
Serve
Study
Share
Shape
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PERSPECTIVE
Delighting Customers
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Information TechnologyCANNOTDelight
aCustomer
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Delight is an
OUTCOME of an
Intentionally Crafted Culture
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Intentionally Crafted Culture Steps
• Transform Self• Transform Team• Know Customer
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PERSPECTIVE
TRANSFORM SELF
Delighting Customers
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Five Changing Dimensions
Business Understanding Planning
ApproachPrimary Focus
ScopeOf
Accountability
MeasureOf
Success
Source: Gartner (October 2013)
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PERSPECTIVE
TRANSFORM SELF
TRANSFORM TEAM
Delighting Customers
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04/15/2023 University Hospitals 26
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04/15/2023 University Hospitals 27
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PERSPECTIVE
TRANSFORM SELF
TRANSFORM TEAM
KNOW CUSTOMERS
Delighting Customers
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04/15/2023 University Hospitals 40
Customer Satisfaction StrategyContinuous Quality Improvement
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PERSPECTIVE
TRANSFORM SELF
TRANSFORM TEAM
KNOW CUSTOMER
TRANSFORMATIONAL OUTCOMES
Delighting Customers
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Quadrupled number of respondents that are ‘Very Satisfied’
18%
54%
51%
54%
57%
37% 48%
48%
47%
44%
39%
55%
51%
53%
49%
35% 44%
41%
42%
36%
40% 54
%
47%
48%
43%
9%
17%
18% 24% 37%
8%
10%
12% 17%
26%
13%
20%
23%
29% 43%
11%
16%
23% 25%
37%
24%
30%
34% 40%
53%
18%
19%
29% 34%
45%
48%
69%71%
79%
89%
26%
64%63%
71%
83%
50%
68%71%
76%
87%
50%
71%74%
78%
86%
59%
74%75%
82%
89%
58%
73%76%
83%88%
39% 52%
53%
55%
52%
0%
20%
40%
60%
80%
100%
2002 2004 2005w 2
2002 2004 2005w 2
2002 2004 2005w 2
2002 2004 2005w 2
2002 2004 2005w 2
2002 2004 2005w 2
Very Satisfied
Satisfied
% V
ery
Satis
fied/
Satis
fied
DepartmentAggregate
Communications Help Desk Help Desk Phone
Problem Handling
Help Desk Hours
’02 ’03 ’04’ 05 06’02 ’03 ’04’ 05 06’02 ’03 ’04’ 05 06 ’02 ’03 ’04’ 05 06 ’02 ’03 ’04’ 05 06 ’02 ’03 ’04’ 05 06
University Hospitals Case StudyDetailed Scores
CORRELATION WITH FINANCIAL & QUALITY IM
PROVEMENTS
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04/15/2023 University Hospitals 44
UH Case Study; Journey
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WFH Staff Productivity is….
2
BETTERSAMEWORSE
THR ITS Leadership Survey 2014
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Employee Engagement
2006 2008 2010 2012 20140
102030405060708090
100
2
THR Data; Illustrative Only – 2014
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Employee Retention
2006 2008 2010 2012 201474
76
78
80
82
84
86
88
90
92
2
THR Data; Illustrative Only – 2014
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Customer Satisfaction
2006 2008 2010 2012 20140
102030405060708090
100
2
THR Data; Illustrative Only – 2014
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Physician Satisfaction
2006 2008 2010 2012 20140
102030405060708090
100
2
THR Data; Illustrative Only – 2014
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Electronic Health Record
Computerized Order Entry
Pump Integration
Barcode Med Verify
Clinical Decision Support42% Reduction in
Medical Errors
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• .
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Family
Prov
iderPayer
with
CloudComputing
andConsumerElectronics
Highly scalable
No installation
Easily updated
Highly integrated
All inclusive
Easy to use Lowest cost 3G/4G Enabled Consumer
oriented High adoption30% Reduction in
CHF & Diabetes Readmissions
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Marx Contact
• Blog http://histalk2.com/category/ed-marx/• Twitter http://twitter.com/marxists• LinkedIn www.linkedin.com/in/edwardmarx• FaceBook www.facebook.com/edwardmarx• Email [email protected]