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Author: Elyse, PMP, CPHIMS
February 24, 2009

We have recently started a new practice in customer service. To date we have done it twice in administration, shortly we will be expanding to other departments in the health system. The concept is a good one to share with others. Once a week, we schedule a problem solving visit with a department. The department secretary sends out a short note assuring the department is aware of our visit. We show up, on time, and with chocolate for everyone. The group consists of an application analyst, a manager or director, and a desktop technician. The response has been well received. Issues are denoted and either fixed on the spot or provided additional equipment. The director discusses larger projects with individual marketing upon completed work. A key item is to follow-up with actions in the short term.

So far this has been a good endeavor, and I'll share the outcomes. I find the time to walk the areas is difficult to come by in a work day. However, the public relations and assisting the business unit is well worth spending the time.

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