21st Annual Service Quality Conference Pre-Conference Tutorial  

21st Annual Service Quality Conference

Pre-Conference Tutorial

Topic: Turning The Tide: Providing Quality Service to Enhance Staff Morale and Productivity, Client Satisfaction, Organizational Effectiveness, and Corporate Profitability

Date: Sunday, October 14, 2012

Location: Hyatt Regency, Baltimore, MD

Instructors: Judith and Joe Pauley, Process Communications Inc.

Program Summary:

This session will address the four Quality Management Principles that deal with people and communication. A series of staff reductions at a hospital in Alabama led to low staff morale, contentious staff meetings, a decrease in patient satisfaction, and a negative effect in patient safety. The staff members were trained in the research-based concepts of Dr. Taibi Kahler�s Process Communication Model. Staff members used PDSA to plan strategies to help them achieve their goals, then implemented the strategies, studied the results, and, if necessary, modified their plans. As a result, staff morale increased, teamwork improved, productivity rose 20 percent, and patient satisfaction increased to more than 95 percent. The facility now is ranked first of the 33 medical facilities in the system. As a result of these improvements, they are now expanding the services they offer and have hired many new staff members.

Participants will learn the concepts of Dr. Taibi Kahler�s Process Communication Model and how to apply them with their clients in building a positive relationship with each individual while providing quality service ,thereby winning the competitive edge. Examples in manufacturing, government, and service companies will also be discussed.

Registration: For more information and registration, click here.