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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

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creating a customer focused culture

Creating A Customer Focused Culture

Chris Schmidt, C.E.O.

Bobby Stephenson, Administrator

Schmidt Wallace Healthcare Management Co.

learning objectives
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 objectives3
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!
slide4
ICEBREAKER:

MOVE IT, MOVE IT, MOVE IT!

leadership
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
leadership6
Leadership

Our Vision

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

leadership7
Leadership
  • Core Values
    • Resident Centered
    • Respect
    • Devotion
    • Passion
    • Excellence/Quality
leadership8
Leadership
  • Key Business Philosophy
    • Residents first
    • Money follows care
    • Take care of your employees
    • Employee respect & involvement
    • Emphasize the C.N.A.
    • Create your own nurses
  • Permanent C.N.A./L.P.N. Assignments
  • Go above and beyond
  • Hands on supervisors and administrators
  • Offices - eliminate most of them
leadership9
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
leadership10
Leadership
  • Culture – What is yours?
    • Good vs. Great
    • Great vs. World Class
    • 4 Star vs. 5 Star
leadership11
Leadership
  • Quality Journey
    • Dr. Edward Deming
    • Ritz Carlton
    • Health Dimensions
    • Disney
    • Fish Philosophy
  • Steven Covey
  • Dave Ramsey
  • Bryan Williams
  • Mark Blazey
  • Tim Case
leadership12
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 Expectations
  • Customer Service Video Clip
    • Bon Qui Qui – King Burger
    • Five Easy Pieces – Jack Nicholson
customer expectations14
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 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 expectations16
Customer Expectations

Engage Me

By Bryan Williams

quality culture17
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
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 empowerment19
Staff Empowerment
  • Enhancement Teams
    • Resident Enhancement
    • Employee Enhancement
    • Property Enhancement
    • Financial Enhancement
    • Customer Service Enhancement
customer expectations20
Customer Expectations

Win as Much As YOU Can!

customer expectations21
Customer Expectations

Win As Much As YOU Can!

staff empowerment22
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