RE: customer service standards

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From:"Fisher, Jean" <>
To:'Lee & Peggy Wenk' <>,
Content-Type:text/plain; charset="iso-8859-1"

Our health system has a performance management document for each job code
which combines the job description and performance review.  The first couple
of pages of the document list the job requirements for education,
certification, and experience. It also notes age related training
requirements and a place to note annual review of some standard system
policies such as the system confidentiality agreement.  It also lists the
primary customers for this position. (There might be three to five listed
here.) For the HT they are the pathologist, the section manager, and the
gross room tech; however, all patients, visitors, physicians, and  employees
are considered "customers".  

Then there are 4 sections each of which is based on one of the 
4 core values of our health system.  The core values are
Quality/Excellence, Resource Management, Customer Focus, and Teamwork.

There are 6 sections in each of the core values.  
	The first section is called "shared expectations." It identifies
expectations which are exactly the same for every employee in the system.
This includes everyone from CEO to food service and housekeeping employees.

	The second section is called "position-specific competency
statements."  This section is specific to the particular job and is the meat
of the job description.  This part is exactly the same for every employee
who does this job, i.e., all bench histotechs would have the same
"position-specific competency statements."
	The third section is called "Individual commitments to meet
system/department/unit coals".  At the beginning of the year, the section
manager sits down with each employee he/she supervises.  The system
initiatives, department & section plans and needs are considered when
setting goals.  The employees ideas to contribute and change are also
included here.
    The fourth section is where notes for coaching discussions are recorded.
	The fifth section is where the section manager summarizes the
individual's achievement toward goals and overall review of performance.
	The sixth section is a check off series of boxes indicating the
individual's rating in the core value. (Outstanding, Exceeds Expectations,
Meets Expectations, or Needs Improvement)  

Here are the "Shared Expectations" for Customer Focus (remember these are
the same in this core value for everyone in the system) 
These have evolved a bit over the 5 years we have used this system, but are
essentially the same from year to year. Any changes in these are made at the
system level with input from employees, managers and human resources folks.

Treats patients, physicians & coworkers with courtesy and respect.
Identifies customer expectations and works to meet AND exceed them.
Puts customers first and is responsive to customer requests.
Maintains a high degree of ethics, integrity, confidentiality.
Appreciates, celebrates and values diversity.

Here are the "Position-Specific Competency Statements" for an HT in Customer
Focus.  These stay the same from year to year unless the job changes

Produces high quality tissue sections and stains within a time frame which
contributes to effective patient care.
Responds in an appropriate and professional manner to customer requests and
inquiries by assuming responsibility for seeing them through to completion.
Adjusts to changing customer needs by adapting work habits, schedules or
matters of personal convenience to improve service.

Here is an example of the Individual Commitments for one HT in my department
for last year.
Update, organize and centralize Histology computer procedures.
Effective participation in training new employee.
Support integration activities with other system entities.

Please let me know if this helps.
As always feel free to call or e-mail me directly for specific questions.

Jeannie Fisher

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