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The Quality Improvement Customers Didn't Wanted

Ginger Rooney, VP of Marketing at Quality Care, advises CEO Allan Moulter against installing a new computerized reception system, as recommended by consultant Jack Zadow, despite Quality Care's high customer satisfaction ratings. Ginger argues that the automated system could hinder Quality Care's customer service by reducing personal touch and being difficult for elderly patients. However, CIO Pat Penstone doubts the accuracy of the customer satisfaction surveys and supports the system update.

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Prateek Jain
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38 views1 page

The Quality Improvement Customers Didn't Wanted

Ginger Rooney, VP of Marketing at Quality Care, advises CEO Allan Moulter against installing a new computerized reception system, as recommended by consultant Jack Zadow, despite Quality Care's high customer satisfaction ratings. Ginger argues that the automated system could hinder Quality Care's customer service by reducing personal touch and being difficult for elderly patients. However, CIO Pat Penstone doubts the accuracy of the customer satisfaction surveys and supports the system update.

Uploaded by

Prateek Jain
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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The Quality Improvement Customers didnt wanted

Summary
The above case is about Quality Care a sought after name in medical industry known for its excellent
customer satisfaction and was doing very well in the business.Allan Moulter -CEO appointed Jack
Zadow a consultant to consult into the installation of a new improved and automated model of
computerized reception system. The facts presented by Jack suggested that, This had been installed
by the Health Care at most of its facilities which is the leading service provider in the industry.Jack
highlights the various positive aspect of this facility enhancing their quality sevices , efficient
utilization of the staff, personal attention to the patients.He also suggested that the other
competitors in the field are trying it too and it can soon become a industry standard.

Allan considers it a costly venture and is reluctant to invest in it. He then consults Ginger Rooney-VP
Marketing. Ginger assures Allan about the performance of the organisation through the various
satisfaction surveys conducted .Quality Care had been persistent about the customer satisfaction
hence frequently conducted the surveys for assessing scope of improvement.The results displayed
high satisfaction with 86% people crediting it with 4 or 5 rating.Ginger was confident that the
performance was good and the automation could hinder it instead of enhacing it.She felt patients
will lose the first personal touch and also old age people will find it difficult.Ginger then discussed it
with Pat Penstone the CIO who doubted the customer satisfaction surveys being conducted and was
in favour to get the updation.

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