Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Experience
By Fred Lee
Table of Contents
If Disney ran your hospital you would
1. Redefine Your Competition & Focus on What is
important
2. Make Courtesy More Important Than Efficiency
3. Stop Measuring just Satisfaction
4. Measure to Improve, not to Impress
5. Decentralize the Authority to Say yes
6. View Business Work as Theater
If Disney Ran
Your Hospital
You Would
1.
Redefine Your
Competition & Focus on
What is important
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GALLUP:
1. Staff worked together as a team
2. Nurses anticipated your needs
3. Staff responded with care and compassion
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Amazon.com
If Disney Ran
Your Hospital
You Would
2.
Make Courtesy More
Important Than
Efficiency
1. safety
2. courtesy
3. show
4. efficientcy
If Disney Ran
Your Hospital
You Would
3.
Consider Patient
Satisfaction as the entry
point
Charting Customer
Loyalty
*
5
*
2
*
1
*
3
*
4
Six-fold
increase
Hospitals
Getting 5
Overall
Where
is the
99th
Percentile?
Knowledgeable
+2
Smiling +2
Bedside manner
+2
Empathy +2
Tender +1
Takes time +1
Sensitive
Reassuring
Selfless
Efficient
Courteous
Gentle
Nice
Sensitive
Selfless
Efficient
Gentle
Nice
Conscientious
Competent
Committed
Cheerful
Informative
Warm
Upbeat
Generous
Softness
Pleasant
Supportive
Proficient
Prompt
Hardworking
If Disney Ran
Your Hospital
You Would
4.
Measure to Improve
Not to Impress
__________________________
Ill have to
__________________________
I dont know.
__________________________
__________________________
__________________________
__________________________
5.
Decentralize the
Authority to Say Yes
At Lonestar
The answer is
yesnow what is
the question
My Waitress at the Lonestar
Wilderness lodge
Think about the Disney Experience
6.
View Hospital Work
As Theater, Not Service
To produce an experience
Back
Measurement
Essentials
1. The overarching purpose of measurement
should be to help a team, rather than top
management, gauge its progress.
2. An empowered team must play the lead role
in designing its own measurement system.
3. A team should adopt only a handful of
measures.
Preliminary Questions
1. Who are our customers for each service we offer?
2. Is it important to our team to meet their needs and
wants?
Do we know what they are?
How?
3. How can we know we are meeting their needs and
wants?
4. How can we get an accurate picture of our
performance in their eyes?
5. How will we use the information for improvement?
6. How will we know we are improving?
Will it be accurate?
Will it be timely?
Will it be easy to understand and use?
To Grandmothers house we
go
My dream for my
department:
We dream of working in a department where
We all feel like friends
Who find meaning in our work
Together as a team with a shared desire
To serve the needs and wants of our customers
For the overall success of our organization's goals.