The Customer Factor: Excellence and Beyond Using AI to Improve Customer Service In a Hospital-WideCustomer Service Initiative

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Topics	Customer/client relations
Sectors	Healthcare
Aspects of AI	AI approach
Publish Date	May 2004
No. of pages	6

The Customer Factor: Excellence and Beyond Using AI to Improve Customer Service In a Hospital-WideCustomer Service Initiative

Abstract

Following a successful financial turnaround effort, Methodist Medical Center engaged ina hospital-wide Inquiry on customer service. Appreciative Inquiry was a powerful methodfor engaging 1,400 MMC employees in the change process and getting business results.Designing and implementing a hospital-wide customer service program, improvementplans, performance standards, rewards and recognition, and other changes—all based onemployee input and MMC's positive core has allowed for significant improvement andsustainable change

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Ed Groody has a proven track record facilitating cultural and financial turnarounds in healthcare using AI,Whole Scale Change and other innovative approaches. He teaches the New Paradigm Leadership course inthe University of Tennessee MBA program.

Contact: ed@edgroody.com

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The Customer Factor: Excellence and Beyond Using AI to Improve Customer Service In a Hospital-WideCustomer Service Initiative

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