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IT Customer Service

2013 Goals - WSNC and All Employee Meeting
by

Mark Cecil

on 7 February 2013

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Transcript of IT Customer Service

Navigating Customer Service Improvements Meeting Healthcare Requirements
Through IT Leadership When you're dealing with, INNOVATION
INTERNET
AWESOMENESS
TECHNOLOGY
AND
MADNESS You can't expect us to be perfect. Customer Satisfaction 2010 2011 2012 solicit feedback establish
goals review
results implement
changes (lowest score) IMPRO E SATISFIERS: Security/Privacy,
Above & Beyond,
Professionalism DISSATISFIERS: Equip Support, Network Support, Access, Timeliness compare staffing strength
to timeliness &
availability Assessment
Analysis Understand
Demand Identify
Limitations Complete SL
Transfer Identify
Opportunities Focus
Actions Assess
Impact Report
Progress Advocate -communicate needs
-report metrics
-feedback cust svc 1 2 3 4 - Customer Technical Review Council - Quarterly Metrics Review - Standardize Facility Model Right Tools for the Job - Stabilize Service Lines
Full transcript