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Case - To Improve Quality (Competitive Edge)


Tenet Healthcare

The Nation's 2nd Largest Hospital Chain, Santa Monica, CA
(1-Year Engagement)

Improved user satisfaction
  by coaching IT staff thru service projects

Before: High complaint and dissatisfaction rate among hospital staffs/ IT users
Before: Poor coordination within the IT departments

After:   Cut IT service costs
After:   Significantly Reduced complaints from system hospitals


Engaged to improve the IT dept's low project completion rates and boost user satisfaction both within the IT services department and with the hundreds of company-run hospitals they served.

Over a one year period dozens of directors, supervisors and key personnel throughout the IT department, were managed through four-month weekly planning and development sessions, concentrating on both improvement of interpersonal skills and management of current projects.

Results included millions in internal cost savings, while user complaints were dramatically reduced, all within one year.

Besides major improvements in interaction with users, for the first time, support crews were coordinating strategic and daily activities among themselves and with their managers, significantly reducing redundant and complex solutions to user requests.


“My people take more time to listen to problems rather than just being in a reactive mode… Your process helped get the people in sync with the objectives of the department, built better teamwork, and improved upward and downward communication.”


Murrel Freeman

Vice President,
Computer Services
National Medical Enterprises /
Tenet Healthcare


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