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QICID: 27630
Title: Contacts That Count
Copyright: ASQ
Author: Daniels, Susan E.
Organization:
Subject: Case study, Healthcare industry, Process improvement team, Six Sigma, Lean manufacturing, DMAIC, AQP Team Excellence Award Winner;
Series: Quality Progress, Vol. 42, No. 1, January 2009, pp. 42-47
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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.
Number of pages: 6
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