Contacts That Count

Article

Daniels, Susan E.   (ASQ)  

Quality Progress    Vol. 42    No. 1
QICID: 27630    January 2009    pp. 42-47

FOR A LIMITED TIME, ACCESS TO THIS CONTENT IS FREE!
You will need to be signed in.
New to ASQ? Register here.

Article 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% 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.

Keywords

Case study, Healthcare industry, Process improvement team, Six Sigma, Lean manufacturing, DMAIC, AQP Team Excellence Award Winner


Browse QIC Articles Chronologically:     Previous Article     Next Article

New Search

Featured advertisers





ASQ is a global community of people passionate about quality, who use the tools, their ideas and expertise to make our world work better. ASQ: The Global Voice of Quality.