客户服务于文化构建.docx

IntroductionEstablished in 1991 Houston, Texas, the TMC Orthopedic has 100 employees now. They provide bracing, prosthetics, CPM/cryotherapy, allograft tissue, electrotherapy products and services to patients in the greater Houston area. The main purpose of this report is to introduce the advantages and disadvantages of this organizations service evaluated by the consultant. Then summarize this organizations questions, analyzes and propose the improvement. FindingsThe external customer of TMC Orthopedic is whose body receives the injury which must carry on the amputation surgery. The internal customer of TMC Orthopedic is consists of primary care physician, orthopedic surgeon, physical medicine, rehabilitation physician, and other doctors and nurses, well, a type of customers are also in the range. Now the TMC Orthopedic has over 100 employees. The 100 employees are internal customer. The client companys employees must be individuality, efficiency, politeness, reliability, friendliness, flexibility, honesty, communication for customer. Enough efficiency is needed while working. According to the case, we can conclude that the TMC Orthopedic emphasize more on employers working efficiency. Sansone is a program that allows for the prosthetist to do his job efficiently, while ensuring that the patient is needs is met. Every new patient at the amputee and prosthetic center is assigned a patient advocate and in most cases the patient advocate is the first person a patient sees。 The purpose of this way is to increase their senses of responsibility and improve their working efficiency.“sansonesays the amputee and prosthetic center has protocols foe what to do for a patient at specific milestones after his or her amputation to make sure our patients are never forgotten . ”. Communicating with customers is essential, which can make customers trust more about the company.Sansone think the amputee and prosthetic center has protocols foe what to do for a patient at specific milestones after his or her amputation to make sure our patients are never forgotten. The TMC Orthopedic is very emphasizing the customer individuality. The Sansone think every new patient at the amputee and prosthetic center is assigned a patient advocate and in most cases the patient advocate is the first person a patient sees. Once the advocate has determined the patient is concern needs and expectations the prosthetics can then sit down with the patient and develop a treatment plan that is tailored to meet his or her needs and expectations. Sansone believes that some friendship do exist between company and customers. TMC pays for each new patient to become a member of the amputee coalition of America. In this way, the company can get more trust and better impression from the customers. As a result, these customers will be loyal customers to this company. Whats more, they will introduce more patients to the TMC Orthopedic. Finally, more profit is coming.The TMC Orthopedic has are knowledgeable staff. First of all, sansone instituted a rigorous hiring process to ensure that each new employee qualified applicants must pass a problem-solving and a written test before continuing with the interviews process. Next potential employees are brought in for a minimum of two personal interviews, and once a finalist has been selected, he or she is invited to spend at least one day working at TMC to make certain the match is a good one. On one hand, training like this can make employees much knowledgeable while working. On the other hand, today , the amputee and prosthetic center boasts an impressive library with more than 100 books and resources devoted to educating patients about becoming an amputee. Then, when customers ask expertise about services, employees can introduce details about products to make customers trust the product and satisfied with the company. If employees have no knowledgeable staff, then they cannot answer customers questions. Which can make customers doubt with companys products and services even reject to buy that product.。1. Nobody in there is happy with us .nobody in there is happy with anybody. it is just a room full of dissatisfied patients. This kind of customer service is a failure. The result is customers feel dissatisfy with the company, and they would not consumer in this company again. Even people around the company would not consume there. The company go bankrupt as a result of large customers lose.2 The first step in the transition process was to open a new division of TMC Orthopedic-the amputee and prosthetic center. Among the first steps he took was to create two new positions: patient advocate and peer visitor。This kind of customer service is satisfied by customers . The result is customers feel valued with the company. The company would not cheat with customers, but giving them the care they need. Then customers would be satisfied with the company, and the company can advance. 3 Staff members are required to provide educational materials to paticnts at various milestones in the patients treatment plan。In addition, TMC pays for each new patient to become a member of the amputee coalition of America. This kind of customer service is what customers needed. The result is customers feel been helped by the company all along. They can contact with the company anytime when they need any help. Then customers would introduce the company to their friends and families. So the company would have a amount of loyal customers. The TMC Orthopedic of the organization is flat structure. SonsoneThe Amputee and Prosthetic CenterPatient advocate, Peer visitor, prosthetics, fabrication staffThe advantage of dividing structure: Less hierarchy to make communication more effectively span of control is wider organizational structures. The top role is to make up developing plan for the organization, the middle role is to carry out the plan to keep development steady, and the lower is the particular actors to develop. The advantage is that the top bosses and company is only responsible for the general direction of how to develop while the actor is employee. This allows employees to maximize their effect for companys development. Of course, the disadvantage is that the companys services rely entirely on employees, then the company will suffer a lot of damage if the employee mistakes. Company should establish a set of reward and punishment system for lower employees, which can not only improve their motivation, but also reduce possible error.TMC 根据自己公司的实际情况，老板把公司的结构从以前的只有老板和普通员工的结构变成了老板，截肢和假肢中心，员工的三层结构。在以前，公司没有截肢和假肢中心，这样的话客户不能受到公司主动的服务。普通员工不能有效主动的为员工服务，老板也不可能直接为客户服务。这样客户就会无法对公司服务有满意的回馈。改变公司结构后，因为有了截肢和假肢中心中层有了更广泛的控制和权力范围，这样可以给予客户更快更好的服务。这样有利于提高公司在客户前的满意度。He instituted a rigorous hiring process to ensure that each new employee qualified applicants must pass a problem-solving and a written test before continuing with the interviews process. This is the companys own requirement, which could well enhance the companys services to the customers satisfaction. Employees face directly to the customers, which enlarges the rights of employees, so employees can serve customer much better, which is the companys “Bottom-up”.这是TMC所缺乏的，必须支持这两个“自上而下”和“自下而上”，这样TMC将有一个持续的发展This is the lack of TMC. Only if holding on top down and bottom up, TMC will have a sustainable developmentThe TMC have two communication system which is bottom-up and top-down. From the case, 从个案，桑松谁是TMC将首先得到总统的信息，他们的病人恨他们，从雇员。这是一个典型的自下而上的通信系统。然后，他决定改变。于是，他取得了新的职位，并告诉他们做什么，他们表演。这时，他的思想传递给他的雇员。这是自上而下的通信系统。通过自下而上的沟通，高层管理人员就可以知道他们面临什么问题的。随着自上而下的通讯系统，他的想法传递给他的员工。通过这些通讯系统，客户服务问题，可以发送到管理和特别措施可以知道的雇员。那么这个问题将被发现。Conflict cannot be avoided between company and customers. The TMC Orthopedic has a good solution in resolving it.Sansone took was to create two new positions: patient advocate and peer visitor.The patient advocate job is to listen to the patient, help educate the patient, and act as a liaison between the patient and the practitioner.In this way, mistakes can be well reduced, and the customer care problem.从案例中得知，The TMC Orthopedic has several ways to get feedback from customers.1. Conversations with customers is needed. The patient advocate job is to listen to the patient, help educate the patient, and act as a liaison between the patient and the practitioner. Thus employees can communicate with customers real-time. Employees can know the customers idea timely, and service for customer.2. Telephone polling。Sansone began by conducting telephone interview, with prosthetic patients. The results from the focus group were roundly confirmed-patties needs just were not being met. The advantage is that we can continue to communicate with customers when they leave to know our shortage and advantage from them. Then we can improve.3. Hosting an off-site meeting for key customers. TMC pays for each new patient to become a member of the amputee coalition of America。The company can contact to each customer who access to its services. The advantage is that throwing in some recreational activities people cooperate well. With these methods, customers can feel reall