 |
Accessibility | Privacy Disclaimer| FOIA |
 |
National Institutes of Health |
 |
Department of Health and Human Services |
 |
Strategic Priority # 1: New Services and Training
Leader: Deborah Gardner, Chief of Planning and Organizational Development
Project Champion: Maureen Gormley, Chief Operating Officer
Collaborators: (Representatives from key stakeholder groups)
Michael Daniel, Chief of Hospitality Services
Rona Buchbinder, Organizational Development Specialist
Laura Lee, Special Assistant
Laura Cearnal, Patient Representative
Karen Kaczorowski, Outpatient Clinic Admin.
Jane Cassidy, Senior Research Nurse Specialist/NCI Representative
Hank Primas, Chief, Housekeeping Department
Mike Boykin, Nursing Systems Specialist
Karen Pascal, Chief, Education and Training Section,, OHRM
Deborah Dozier-Hall, Assistant to the Chief for Education and Staff Development, SWD
Clinical Management Representative
Patient Advisory Group (ad hoc)
OHRM Rep. from NIH Office of Quality Management
Purpose/Goal: A multidisciplinary team of key stakeholders will assess issues and performance gaps
associated with Clinical Center customer service.
Scope: This team in collaboration with executive management will develop, implement, and evaluate an organizational-wide approach to improve customer service .
Resources: Total estimated costs: $210,000
Customer Audit: estimated cost: $70,000
Outsourcing for development and analysis of customer surveys with patients and employees
Training: estimated cost: $140,000
Outsourcing for development of a one day customized course on customer services including Instructors and all course materials - based on 500 employees, 40 manager, facilitators and development of ongoing training scenarios
FY 2001 Key Initiative: Customer Service
| Previous slide | Next slide | Back to first slide | View graphic version |
|
|