Case Study for Managers
A case study was held on 25 November for the managers of CARE Nagpur, with a focus on customer centricity. The case study was facilitated by Col M Rajgopal (retd), CHR and Dr Rajeev Menon, CMS. About 50 associates participated in the discussion and outlined the following framework for improving customer centricity at the unit:
- Induction to be conducted for new contract staff and greater emphasis to be placed on selection of the right staff.
- Delegation of authority to the frontline staff to be worked out and implemented.
Build a culture of service rewards and recognition.
- Establish service standards at the unit to improve service delivery.
- Enhance the patient feedback system to capture the feedback from various media. Address the major concerns and revert to the patients on the feedback given.
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