Seizing the Competitive Advantage With Service Quality

Monday, October 7, 2013
2:30 – 3:30 p.m.
www.asq.org/conferences/service-quality/

Corporations, hospitals, service companies, nonprofits, and government agencies have used the research-based concepts of Dr. Taibi Kahler’s Process Communication Model® to seize the competitive edge in improving staff morale, client and patient satisfaction, patient safety, staff productivity, corporate profitability, and organization effectiveness. For example, after the staff members of an Alabama hospital were trained in the concepts, they used PDSA to plan strategies to improve communication with their colleagues and their patients. They implemented the strategies and studied the results. If necessary, they modified their strategies until they achieved the results they wanted. They decided their patient satisfaction scores were too low; therefore, they set a goal of raising patient satisfaction to 85 percent. When they achieved that goal, they raised the goal to 90 percent and then to 95 percent. Their new goal is 97 percent. They also improved staff productivity by 20 percent and now are the highest-ranked healthcare facility in their 33-facility system. Other examples will also be included in this presentation.

Participants in this fun-filled session will learn how to apply the concepts of Dr. Taibi Kahler’s Process Communication Model with their clients in building a positive relationship with each individual with whom they interact while providing quality service, thereby seizing the competitive advantage and building for the future.

  • 301-983-8447

  • Address

    Kahler Communications
    (Washington, D.C.)
    A Division of Process Communications Inc.
    8740 Sleepy Hollow Lane
    Potomac, MD 20854
    (Office) 301-983-8447
    (Fax) 301-299-7033