Tools and Decision Making for Ongoing

Performance Management
Presentation
Team D
Melissa Jacobs, Ashley Avery, Crystal Panebianco
and Iris Wright
HCS 451
Lisa Kehlenbrink, Instructor
 Outline

Introduction.
Decision Making Process.
How the Scenario will apply to Childrens Healthcare of Atlanta.
Tools needed for responding to the scenario.
Why the tools were chosen.
Teams Decision.
How any changes could be disseminated and implemented in
the organization.
An explanation of the concept of continuous quality
management in the health care industry.
Challenges your team faced in this project.
Conclusion.
References.
 Introduction

DEF Organization Scenario.

The Decision Making Process.
Scenario & Childrens Healthcare of Atlanta .
Tools for responding to the scenario.
Making the decision.
How any changes could be distributed & implemented at
CHOA.
Concept of continuous quality management.
Challenges our team faced in the project.
 Decision Making Process
Document

When should a decision document be used?

There are many scenarios to use this type of document for. In this case The
Children's Hospital of Atlanta are trying to figure out how to run their front desk
more efficiently.
Example of a decision making
process document
How can this scenario apply to
CHOA?

1. Listen. As simple as it sounds, it is your first step in dealing with the complaint
effectively. Customers often just want to vent their frustrations. While listening, it
is very important to control your emotions. Do not become defensive. Concentrate
only on listening. Your goal is service recovery and customer retention.

2. Repeat. Summarize what the customer said so they know you were listening.

3. Apologize. I am often amazed by how powerful this one word is. After saying, I
apologize, its amazing how quickly a conversation often defuses. This one word is
what the customer is listening for.

4. Acknowledge. This is where you demonstrate to the customer that you

understand the existence, truth and facts of their complaint. In this step you are
sending the message to the customer that you are in receipt of their information.

5. Explain. Tell the customer what you are going to do and when are you going to
get back to them. For example in reference to a bill: I am going to review the bill in
detail and I will call you Thursday afternoon to discuss with you. Make sure you give
yourself adequate time to investigate any complaint, and it is of paramount
importance you call the patient back on the day you told them you would. There also
will be times when the customer does not want a return phone call; they just want
you to look into the matter.

6. Thank the customer. I always thank the customer for taking the time out of their
busy day to talk with me and for bringing this matter to my attention
Information needed and the most appropriate
tools for responding to the scenario

http://www.choa.org/
Tools of Total Quality Management (TQM)

Continuous Quality Improvement Frameworks

Plan-Do-Check-Act
Six Sigma Methodology
Toyota Lean Production System
Lean-Six Sigma
Business Process Reengineering
Frameworks Continued

Theory of Constraints
Business Process Management
Queuing Analytic Models
Discrete Event Simulation
Why the process, information and tools
were chosen and how they will
contribute to a response

About Children's Healthcare of Atlanta

Whether treating a toddler in an emergency or
supporting a teen through chemotherapy treatments,
we are dedicated to the care of each patient. Its
through teamwork at every level of Children's
Healthcare of Atlanta and with you, the family, that
we are able to achieve excellence in pediatric care.
http://www.choa.org/About-Childrens
How changes could be disseminated
and implemented in the organization

Communicating with staff

& patients.
Company will apologize
to community patients.
Provide patients with
surveys & questionnaires.
 Dissemination & Implementation
Continued

Administrative staff
should schedule longer
times.
Reading material .
Training.
Monitor operations.
The Concept of Continuous Quality
Management in the Health Care
Industry
The Concept of Continuous Quality
Management in the Health Care
Industry cont.
 Challenges Team D faced in this
project

Understanding what is needed.

Deciding who was going to do what part of the

assignment.

Explaining and answering any questions on the

assignment.
 References

Duda, C. Irene. (2011). Apply Process Analysis and Discrete Event

Simulation to Improve Access and Customer Service Times at the
Ronald Reagan UCLA Medical Center. Retrieved from
http://www.search.proquest.com/contentproxy.phoenix.edu/docview/9
23638316/930B9AFFC4EE48B7PQ/11?accountid=35812
http://modernservantleader.com/resources/why-you-need-a-decision-
document/
http://www.ncbi.nlm.nih.gov/pmc/articles
http://www.qualityforum.org/SettingPriorities