Session Information
AABB Audioconference Series 2014
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Customer Service Excellence
Track
:
Leadership Managment
Program Code:
144823
Date:
Wednesday, September 10, 2014
Time:
2:00 PM to 3:30 PM
EST
DIRECTOR
:
Michele Hayes, MT(ASCP)SBB, Program Director, School of Medical Technology, Mount Nittany Medical Center
SPEAKER
:
Lisa Walters, PhD, MBA, MT(ASCP)SBB, CQA(ASQ), SSGB, Assistant Professor of Operations Management, State University of New York at Fredonia
Description
This session will explore the importance of understanding and determining customer requirements based on data from internal and external constituencies. It will discuss the importance of learning the internal processes that will be needed to meet those requirements and offer insight into basic quality function deployment to focus customer service efforts.
*Audioconference to be rescheduled for 2015 calendar year*
*Audioconference to be rescheduled for 2015 calendar year*
- Describe what customers value.
- Determine how to identify and segment critical customers.
- Develop strategic deployment plans using quality function deployment to ensure the voice of the customer is not diluted.
- Study and explain your internal constituencies.
| CE Category | CE Value |
|---|---|
| California Clinical Laboratory Personnel | 1.5 |
| California Nurse | 1.8 |
| Florida Laboratory Personnel | 1.8 |
| General Attendee | 1.5 |
| Physician | 1.5 |
Please note: Continuing education (CE) credit is available for online offerings only. Individuals that purchase CD-ROMs will not receive CE credit for the programs they view.
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