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1、www.hbr.orgHBRCASESTUDYANDCOMMENTARYShouldQualityCareTheQualityinstallthenewsystem?ImprovementSixcommentatorsofferCustomersDidn’tWantexpertadvice.byDawnIacobucci•Reprint96106Ahigh-techreceptionsystemwillmakelifeeasierforQualityCare’sstaff,butwhataboutitscus
2、tomers?HBRCASESTUDYTheQualityImprovementCustomersDidn’tWantbyDawnIacobucciJackZadow,theconsultant,waspersuasive.Heslippedthenextimageoverthemap.ItWrappingupthehour-longpresentation,heshowedQualityCare’sownfacilitiesindullstillseemedasenergizedashehadinthefir
3、stbrown.“HealthCareOnewillhaveallitsfacili-fiveminutes.“Yourbiggestcompetitor,Health-tiesupandrunningonthenewsystembyJune.CareOne,hasalreadybegunusingacomputer-Thenumbertwoplayer,MediCenters,isplan-izedreceptionsystemin14ofits22facilities,”ningtoinstallasimi
4、larsystembyJanuary1997.hesaid,pointingtotheoverheadprojectionil-Ithinkyoushouldconsideritseriously—it’sre-luminatingthedarkenedconferenceroom.allythewaveofthefuture.”TheimagewasaregionalmapwithredstarsonThelastoverhead.Amodelofa“newandim-everyHealth-CareOne
5、facilityandyellowcir-proved”QualityCarereceptionarea.Nomoreclesaroundtheonesusingthenewsystem.crowdedwaitingroom.Patientstalkingwith“Whentheirmemberscomeinthedoor,theynursesintheprivacyofsmall,partitionedcubi-gorighttoacomputerandslidetheiridentifi-cles.Othe
6、rpatientscheckingin,payingbills,cationcardthrough.Thenthecomputerleadsevenhavingtheirbloodpressuretakenatat-themthroughasetofquestionsabouttheirtractivecomputerstations.currentmedicalcondition,thereasonforthe“Ithinkthisonespeaksforitself.”Jackletthevisit,an
7、dsoon.Everythingisdoneelectroni-imagesinkinforamoment.“ButI’llcommentcally:Thecomputerpullsthemember’srecord,anyway.Withthissystem,youtakeagiantstepprocessesthenewinformation,andthenforwardinthequalityofyourservice.Yourstaffroutesthemembertotheappropriatest
8、affper-willbeabletodevotemoreenergytomakingsonforconsultation.”surethateachpatientreceivesprompt,unhur-OPYRIGHT©1996HARVARDBUSINESSSCHOOLPUBLISHINGCORPORATION.ALLRIGHTSRESERVED.CHBR’scases,whichareficti
