The Ritz Carleton Experience2

The Ritz Carleton Experience2 - The Ritz Carlton Experience...

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Unformatted text preview: The Ritz Carlton Experience The Ritz Culture What more can we learn The Disney Way Based on a DVD lecture by By Fred Lee Table of Contents 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… Employee vs. Patient Satisfaction 1. 1. Redefine Your Competition & Redefine Your Competition & Focus on What is important Focus on What is important If Disney Ran If Disney Ran Your Hospital Your Hospital You Would… You Would… Top Drivers of Patient Satisfaction PRESS, GANEY: 1. How well staff worked together to care for you .79 2. Overall cheerfulness of the hospital .74 3. Response to concerns/complaints during your stay .68 4. Attention paid to the your personal and special needs .65 5. Staff sensitivity to inconvenience of hospitalization .65 6. How well nurses kept you informed .64 GALLUP: 1. Staff worked together as a team .64 2. Nurses anticipated your needs .64 3. Staff responded with care and compassion .62 Who is your competition? For clinical outcomes… Your competition is other hospitals. HOWEVER… For customer satisfaction… Your competition is _____________________ _______________________________. INFERENCE: Your competition is any company with a service culture that is deeper ingrained Amazon.com 2. 2. Make Courtesy More Make Courtesy More Important Than Efficiency Important Than Efficiency If Disney Ran If Disney Ran Your Hospital Your Hospital You Would… You Would… 1. safety 2. courtesy 3. show 4. efficientcy Disney’s Quality Priorities Self Examination Exercise Examine your own processes. What do you do in the name of efficiency that frustrates your customers? What would it cost to change it? Would the trade-off in good-will be worth it? How would employees like it? 3. 3. Consider Patient Satisfaction as Consider Patient Satisfaction as the entry point the entry point If Disney Ran If Disney Ran Your Hospital Your Hospital You Would… You Would… Charting Customer Loyalty * 5 * 4 * 3 * 2 * 1 Six-fold increase Hospitals Getting 5 Overall Where is the 99th Percentile? Your future has a lot to do with what...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue.

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The Ritz Carleton Experience2 - The Ritz Carlton Experience...

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