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HBOK 1-271

Title Contacts That Count
Author(s) Susan E. Daniels
Source Quality Progress
Topic Listening to Customers

Qualities of Customer-Focused Organizations

Performance Improvement

Abstract Healthways’ focus is to decrease healthcare spending for members through its nutrition, fitness, and lifestyle management programs. Customer satisfaction with the number of member contacts was an area that needed improvement. The improvement team at Healthways drew upon everything from its Lean Six Sigma toolbox and the define, measure, analyze, improve, and control approach to process improvement. Team efforts resulted in a 67 percent increase in median calls per hour and improvement of all call indicators, producing a better return on investment. The team was a Silver Medal winner in ASQ’s 2008 International Team Excellence Award competition. A sidebar article describes the team’s journey ending in the Team Excellence Award.
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