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Learning Objectives
At the end of this module, participants will be able
to:
Recognize the variety of laboratory customer
groups.
Develop methods to measure customer
satisfaction.
Discuss problems that may develop with
customers.
Suggest solutions for customer service problems.
Discuss how quality management processes help
the laboratory meet customer group needs and
requirements.
Customer Service-Module 13 2
Scenario
Purchasing Information
Process
& Management
Control
Inventory
Documents Occurrence
& Management Assessment
Records
Customer Service-Module 13 4
Quality is meeting
customer needs
Philip Crosby
Four Absolutes of Quality Management
1979
Customer Service-Module 13 5
Who is Responsible for Customer Service?
Everyone in the
laboratory!
Customer Service-Module 13 6
Program for improving customer
satisfaction
Requires:
commitment from all staff
planning
knowledge of monitoring tools
resources
Customer Service-Module 13 7
The Laboratory and its Clients
Laboratory
Public Health
Community
Patients Physicians
Health care
provider
Customer Service-Module 13 8
The laboratory shall be
legally identifiable
name
address
director
contact information
telephone
facsimile
electronic
Customer Service-Module 13 9
Physician Requirements
Physicians Community
Accurate information
Interpretable information
Timeliness
Laboratory
Customer Service-Module 13 10
Actions to Meet Physician Requirements
Customer Service-Module 13 11
Patient Requirements
Community
Patients Physicians
Public Health
Information
Safety
Comfort
Privacy
Laboratory
Customer Service-Module 13 12
Actions to meet patient requirements
provide collection information
provide collection facilities
trained and knowledgeable personnel
confidentiality of records
maintenance of records
CONFIDENTIAL
Customer Service-Module 13 13
Provide information for patients
laboratory address and location
directions
hours of operation
bilingual/
multilingual staff
Customer Service-Module 13 14
Collection Requirements
patient identification
patient preparation
type of sample required
type of container needed
labeling
special handling
safety precautions
Customer Service-Module 13 15
Provide clean, private sample
collection rooms
Customer Service-Module 13 16
Public Health Requirements
Community
Information
Materials
Laboratory Safety
Containment
Customer Service-Module 13 17
Meeting the Community, Public Requirements
Communicable
disease alert,
surveillance,
and response
Waste
Safety
management
Laboratory
Transport of
dangerous Security
goods
Containment
Customer Service-Module 13 18
Client Requirements
PRIMARY MAINTAINED
Customer Service-Module 13 19
Customer service is an
integral part of a
quality management system
Customer Service-Module 13 20
Methods for Assessing Customer Satisfaction
complaint
monitoring
interviews, quality
focus groups indicators
MONITOR
satisfaction internal
surveys audit
management
review
Customer Service-Module 13 21
Received complaints may reflect
only the Tip of the Iceberg
Customer Service-Module 13 22
Complaints
Actual
dissatisfied
customers!
Customer Service-Module 13 23
Assessment Methods
Monitoring
Conducting
quality indicators
internal
audits
Reviewing by
management
ACTION
Customer Service-Module 13 24
Customer surveys
are a
requirement of
quality
management
systems
(ISO 9001)
Customer Service-Module 13 25
Customer Surveys
planned
analyzed
in a timely organized
manner
Successful
surveys
no leading
questions, pre-tested
unbiased
Customer Service-Module 13 26
Survey Interview Tips
write out questions in advance
ask specific questions and an
open-ended question
provide honest feedback
How could the
laboratory improve its
service to you?
Customer Service-Module 13 27
Focus groups
When conducting focus
group discussions, consider:
using small groups of 8-10 people
including people with diverse backgrounds
and laboratory needs
start by asking questions that build trust
develop a focus group guide for
consistency between groups
ask only open-ended questions
not yes or no.
Customer Service-Module 13 28
Measuring Customer Satisfaction:
Opportunity for Improvement
Information
Process
improvemen
t
Customer Service-Module 13 29
An active
Quality Management System
ensures laboratories meet
all client requirements
Customer Service-Module 13 30
Summary
Customer service is an integral part of a
quality management system. It is
important for the laboratory to:
Customer Service-Module 13 31
Key Messages
Customer Service-Module 13 32
Organization Personnel Equipment
Questions?
Purchasing Process Information
Comments?
& Control Management
Inventory
Documents Occurrence
& Assessment
Management
Records
Customer Service-Module 13 33