Supply Chain: The surprising—or maybe not so-surprising—link to customer satisfaction

According to recent research from Gartner, only 27% of companies believe they offer superior service to their competitors, even though improving the customer experience is a priority for many CEOs. So where are CEOs looking for improved customer service?

The supply chain.

“The supply chain organization typically plays a secondary role to marketing in driving customer experience strategy,” according to Gartner research director Lisa Callinan.  And while marketing certainly has a leading role, it is one that doesn’t supersede substance. The supply chain is all about substance, which is leading to change in forward-thinking organizations, “because the supply chain is uniquely placed to identify customers’ needs and drive better customer experiences,” Callinan continued.

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There Is No “I” in Team: The Value of We

As they say, “There is no ‘I’ in team.”

A recent post in H&HN entitled “Creating a Culture of ‘We’ Leads to Health Care Value,” addressed this very point. The author, Jack McNamara, points out that in healthcare today, there is an overarching strategic imperative to develop and embed a culture of value throughout the enterprise. And who does that include?

It should include everyone. The concept of the “mutuality of interests,” developed nearly 100 years ago by sociologist and theorist Mary Parker Follett, states that this mutuality is built not on the Golden Rule, but on the principal that when those working together share the same interests, the quality of work improves, and there is less waste.

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ISO and Taking Better Care of Patients

ISO is the International Organization for Standardization, an independent organization with a membership of 163 national standards bodies that brings together experts to share knowledge and develop voluntary, consensus-based, market relevant international standards that support innovation and provide solutions to global challenges. ISO-certification is something we pursued as an organization because of the value it brings to us and our clients. It means we meet quality and reliability standards that reduce costs by minimizing waste and errors AND increase productivity.

Recently, Sentara Healthcare—a 12-hospital system, based in Virginia and North Carolina—adopted quality-management principles across its system that are based on a specific standard ISO 9001—continual improvement. Hospitals & Health Networks notes that the system is one of the first to take a system-focused approach using the non-healthcare-originated ISO 9001 standards.

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The Benefits of Departmental Blurred Lines at Healthcare Organizations

Not too long ago, I wrote about how the role of healthcare CFOs have transformed from being “number crunchers” into strategic business partners within their organizations. A recent article in Becker’s Hospital CFO that focused on two specific healthcare CFOs who have more day-to-day involvement within their organizations, made me want to revisit and further explore this topic of cross-functional engagement.

With readmissions impacting reimbursement, Pamela Hess, CFO of Saint Thomas Midtown and Saint Thomas West hospitals notes that she has gotten far more involved in meetings and initiatives including quality and infection control. While these are not the places we traditionally think CFOs are involved, Hess says she has learned a lot.

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Driving Results

At MedSpeed, things have been busy and are getting busier. You may have noticed that we’ve launched a new website in order to better define the role and value of healthcare transportation and showcase our efforts to help move healthcare forward. As part of this next phase, we are seeking to create a dialogue about the future of healthcare, here in the form of a blog.

We have chosen to name this blog “Driving Results” because driving results is exactly what the right healthcare transportation should do: drive better patient experiences and better results for healthcare organizations.  Our goal for this forum is to support that mission by engaging and collaborating with you and other like-minded healthcare industry leaders. We hope to work together to become a powerful voice with real impact in moving healthcare forward.

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