Page 219 - Harnessing the Management Secrets of Disney in Your Company

What Is the = Red: Important to Resident
Ideal
Residential = Green: Facility Doing Well
HC Facility?
= Blue: Facility Needs Improvement

Facilities Misc. Activities Staff Food Communicate

Improved More Enough More Fresh Access
Staff Wheelchair Staff Fruits and to Social
Private Training to Meet
Rooms Trips Needs Veggies Workers

More Timely Greater Use More
Library Someone at Timely
Doctor of Outside Nursing Seasonings Response
Appointments Grounds Desk at All and Sauces to Questions
Times
Show More More More
Access to Current Transport Variety Converse
Washer Movies Staff More
and Dryer

Figure 10-2. Customer feedback storyboard

direction, your organization might be spiraling toward disaster. In Figure
10-2, you will notice that the residents considered the library and access to
social workers as the two best attributes of their healthcare facility. However,
not one of the residents felt these two items were important.
We recommend storyboarding with three or four different customer
groups and then comparing the results. If you want to take this process a
step farther, ask the same question to a random group of front-line service
providers and to the top management group. It may surprise you which
group really has a better understanding of the customers’ needs, desires,
and dreams.

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