Journey to Service Excellence: Taking A Bold Step To Join S-Class
Journey to Service Excellence: Taking A Bold Step To Join S-Class
Our healthcare client wanted to be the first chain of clinics in Singapore to join the ranks of the S-Class organizations. With this goal, they took on the Customer-Centric Initiative (CCI) approach to improve their service excellence.
Key Concerns
It is a small team with a dynamic Business Development Manager and an Operation Executive engaging a team of medical professionals to embrace this S-Class vision as it might be deemed as “additional work”
There are also intense competitions from both the larger players in the city area, plus small neighbor clinics
It is a small team with a dynamic Business Development Manager and an Operation Executive engaging a team of medical professionals to embrace this S-Class vision as it might be deemed as “additional work”
There are also intense competitions from both the larger players in the city area, plus small neighbor clinics
With these 2 key concerns in mind, we partnered with the client to plan out what might be the suitable interventions to achieve their 2 key goals:
Engaging the hearts and minds of the medical professionals to embrace Service Excellence
Exceed competition through national recognition
Engaging the hearts and minds of the medical professionals to embrace Service Excellence
Exceed competition through national recognition
18 Months of Customer-Centric Initiative Journey
- an initial S-Class assessment was conducted with doctors and clinic assistants being mobilized for interviews so that documented evidences found within the group would be data-mined for greater depth of understanding
- championed by the Executive Director, the category owner of Leadership, a S-Class Working Committee was formed to enabled “buy-in” and several weeks of devotions from the ground to prepare S-Class presentation
- soft skills trainings were planned for doctors where sessions were conducted more from the viewpoints of information sharing and case study discussions so as to garner valuable learning experiences with one another
- a “heart & art of service” workshop was organized on site with skills practice video recorded for observations so that coaching can be provided
Impact
15 – 20%
improvement in
“doctor listening to patients”
“staff provided estimated waiting time to patients”
2 – 6%
improvement in
“telephone and reception”
“the Dispensary Process”
15 – 20%
improvement in
“doctor listening to patients”
“staff provided estimated waiting time to patients”
2 – 6%
improvement in
“telephone and reception”
“the Dispensary Process”