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A Partner for Mary Washington: Glide with Cerner or Chart a New Path with Epic (B)
Matherne, G. Paul; Elcan, ElizabethCase DARDEN-OM-1732-EService and Operations ManagementThis case set focuses on a health system undergoing transformation and change. In 2015, Mary Washington Healthcare (Mary Washington) is the latest health care organization to plan to upgrade its electronic health record system. The new CEO, Mike McDermottStarting at €5.74
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A Partner for Mary Washington: Glide with Cerner or Chart a New Path with Epic (A)
Matherne, G. Paul; Elcan, ElizabethCase DARDEN-OM-1731-EService and Operations ManagementThis case set focuses on a health system undergoing transformation and change. In 2015, Mary Washington Healthcare is the latest health care organization to plan to upgrade its electronic health record (EHR) system. The new CEO, Mike McDermott, MD, is considering which vendor to choose: Cerner Corporation or Epic Systems Corporation. This A case includes a brief history of EHR systems, including new regulations, their impact on demand, the state...Starting at €8.20
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A Partner for Mary Washington: Glide with Cerner or Chart a New Path with Epic (A) and (B) - Teaching note
Matherne, G. Paul; Behrman, Katelyn; Elcan, ElizabethTeaching Note DARDEN-OM-1731TN-EService and Operations ManagementTeaching note for product OM-1731Starting at €0.00
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Cerrar el ciclo de feedback del cliente
Markey, Rob; Reichheld, Fred; Dullweber, AndreasArticle HBS-R0912CService and Operations ManagementAl darse cuenta de que la retención de clientes es más importante que nunca, las empresas han incrementado sus esfuerzos para escuchar a los clientes. Sin embargo, muchos luchan para convertir sus resultados en las recetas prácticas para los empleados de cara al cliente. Algunas compañías están abordando ese desafío, dicen tres consultores de Bain & Company, mediante la creación de circuitos de retroalimentación que se inician en la primera línea...Starting at €8.20
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Closing the Customer Feedback Loop
Markey, Rob; Reichheld, Fred; Dullweber, AndreasArticle HBS-R0912C-EService and Operations ManagementRealizing that customer retention is more critical than ever, companies have ramped up their efforts to listen to customers. But many struggle to convert their findings into practical prescriptions for customer-facing employees. Some companies are addressing that challenge, say three Bain & Company consultants, by creating feedback loops that start at the front line. They forgo elaborate, centralized feedback mechanisms in favor of quickly pollin...Starting at €8.20