STRATEGIC PARTNERS EXAMPLES IN IMPLEMENTATION

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STRATEGIC PARTNERSEXAMPLES IN IMPLEMENTATION
BAXTER HEALTHCARE HAS VALUELINK PROGRAM
DISTRIBUTES MATERIAL ONTO THE HOSPITAL FLOOR
FEDERAL EXPRESS HAS DEVELOPED A PROGRAM TO TAKE
ON ENTIRE LOGISTICS PROCESS FOR CLIENTS FROM
WAREHOUSING TO ORDER PROCESSING TO CUSTOMER
BILLING
GOODYEAR OFFERS TO HOLD NOT ONLY ITS OWN TIRES
IN INVENTORY BUT THAT OF COMPETITORS
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The Internet
The Internet will change the relationship
between consumers and producers in ways more
profound than you can imagine. The Internet is
not just another marketing channel its not
just another advertising medium its not just a
way to speed up transactions. The Internet is the
foundation for a new industrial order.
Source Fortune, Dec. 7, 1998
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Accessing health information to manage those risks
A 2004 Institute of Medicine Study found nearly
half of all Americans have difficulty obtaining
and using health information
8 in 10 Americans already going to the Internet
to look for Health Information
Pew Research reported some 24 million Americans
found the Internet crucial or Important to
helping them or someone else like them find
information about a medical condition
Source Health Literacy A Prescription to End
Confusion, Institute of Medicine, 4/8.04
Finding Answers On Line in Sickness and in
Health, Pew Internet and American Life Project,
May 2,2006 www.pewinternet.org/Pdfs/PIP_Health_Dec
isions-2006.pdf.
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Internet is a Growing Part of Average Persons day
Work sleep family internet TV
errands meals relax radio commute mags
news
Does your Internet/WEB Site have any value added
components to the buyer?
Forester research 2006
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Changing Medicine through the WEB

• 30,000 sites on health and health related
  services
• 25 of all sites related to the WEB
• 43 of all U.S. adult Internet users are
  searching for health information
• Information, chat groups, products for sale

Source THE MedTrend Group, 1999
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The Healthcare Internet User

• 33.5 Million individuals (2 million in 1994)
• More likely to be female, older, average
  household income of 55,700
• 52 willing to pay for information on a
  pay-per-use basis
• 46 searched on-line for product information
• 31 purchased products online in the past 12
  months
• Top interests alternative medicine, womens
  health, heart disease, cancer, diet and nutrition

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Internet Capability and Use by Age
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E-health consumers want information from
Cybercitizen health 1999, Deloitte Consulting
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What Consumers Want from a Health Web-site

• Disease specific information
• Make sites interactive with quick response, real
  time information
• Conduct individual specific data bases
• Partner to link with top quality content sites
• Create tools that augment self-care

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Clarity of Offer
the customer clearly experiences the value added
of your service when they interact with the
organization.
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All Successful Businesses Have A well Defined
Clarity of Offer

• Nordstroms
• Four Seasons Ritz Carlton
• McDonalds

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The Tougher PatientWhy they switch

• Md didnt spend enough time with patient 51
• Md wasnt friendly
  42
• Md didnt answer questions honestly completely
  
  40
• Md wasnt knowledgeable
  37
• Md wasnt up to date
  29
• Md didnt treat patient with respect
  27
• Md fees were unreasonable
  25

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The Dissatisfied Customera lost patient

• The average business never hears from 96 of its
  unhappy customers
• 95 of the customers whose complaints are
  resolved will do business with the company again
• The average customer who has a problem tells 9 to
  10 people
• Customers whose complaints are resolved tell 5
  people

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The Multi-Faceted Salespersonmore than selling
Missionary
Market Research
Sales
Cross Selling
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Measuring Customer Satisfaction
Conduct the customer contact audit
Understand the role of expectations
Design satisfaction surveys for managerial
action
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Conducting the AuditBlueprinting the Service
Interaction

• Identify all steps in delivering the service
• Highlight points of customer interaction
• Measure satisfaction at each point of customer
  contact

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Identifying Critical IncidentsCustomer Contact
Audit
Customer Reservation
Update car status in computer
Receive customer info
Customer arrives
Counter
Bus
Park in ready lot
Access Reservation System
Access Reservation System
Preparation
Receive customer info
Customer Pickup
Assign Car
Correction
Perform Maintenance
Car Depart
Secondary Inspection
Periodic Maintenance ?
Car Arrives
Park in receiving lot
Preliminary inspection
Check-in
Receive customer info
(Indicates interaction with the customer)
Update car status in computer
Prepare and present billing
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Measuring Customer Satisfaction
f(confirmation/disconfirmation of customer
expectations)
Satisfaction
Measure Importance Expectations
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Each Point of Customer Contact
1. How important is XXX in your overall
satisfaction?
2. How well did we meet your expectations at XXX?
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Directions for Management Change
Importance
Leverage Opportunities
Action Opportunities
High
Transfer Resources
Status Quo
Low
worse than expected
better than expected
as expected
Expectations