Urgent ( Lean Management A3 project presentation)

1. Personal Mastery :Tell us your experience when leading a group of people to coordinate work. How did you approach the task, what specifically did you do, what was the response to my efforts, describe in detail the outcome and if you would do anything differently?

Success story: Challenge-Context- Action-Result (CCAR) Model

Position: Patient Advocate- Dental ranked #1 in customer service complaints

Challenge: How to best reward and recognize employees in order to improve quality of care for our Veterans and improve their outcome.

· The goal is to increase morale, improve patient experience, and business outcomes.

I caught you caring initiative – to reinforce extraordinary customer service behavior through peer or Veteran recognition. This contains two folds

· Increased attention to the contribution of co-workers.

· Enhance collaboration and teamwork.

Focus Area/ Piolet Clinic: Dental

I shared my vison with the top administrators in the Dental Clinic-Operative Care Line team. I met weekly with these officials and presented key components to increase customer satisfaction and build morale in the Dental section. I created a PowerPoint presentation from data produced by the VEO showing dental ranking #1 in customer service complaints. I successfully argued that launching the Caught you caring initiative/campaign that will boost the morale, improve patient satisfaction, and the veteran experience. My Vision for ICYC initiative includes recognizing individuals who demonstrates our hospital values, the values expressed by our patients/community, and our vision to deliver excellent customer service. I proposed, lobbied for, and succeeded in including the ICYC initiative as part Dentals award/recognition segment in quarterly meetings.

My ability to communicate my expectations of the ICYC initiative allowed me to garner the support of upper management administrators. The Dental clinic employees rallied and provided positive feedback on how this initiative made them feel recognized and this award drives the dental team to provide the best customer service to our Veterans. Management backing was key in obtaining support from executive leadership and the award ceremony was a success and vital to increasing customer satisfaction.

Within the next 6 months I would like to establish the ICYC as an important program that give us the opportunity to recognize an individual who demonstrates compassion, care and contributes to delivering an excellent care experience. The goal is to recognize the employee with the most compliments every quarter. That employee will get to select a gift or compensatory time, get to take a professional headshot photo, be recognized in employee newsletter.