CVC Passion
for Excellence
Achieving Customer
Satisfaction
Overarching
Standards
Skills
Structure
Service
System
Rewards and Consequences
Culture and Values
OUR Mission Statement
The University of Michigan Cardiovascular
Center will be a premier center creating
an understanding of cardiovascular disease
across the life span, through
multidisciplinary collaboration between
clinicians and scientists to achieve:
- Superior compassionate patient care
- Innovative science and discovery
- Excellence in education
OUR Core Values
We, the staff and faculty of the Cardiovascular
Center team, are committed to advancing
medicine and serving humanity through
living and teaching our core values of:
- Respect and Compassion
We honor and care for one another as individuals.
- Collaboration
We honor the synergy of team, built on trust.
- Innovation
We honor individual and collective creativity.
- Commitment to Excellence
We honor the intrinsic desire to be
“Leaders and Best.”
Leadership Readiness Program
• Defined Service
Excellence
• Skill Development
• Change
Management
– What to expect
– How to assist
Achieving Customer Satisfaction
• Standards – Service Principles
• Skills – Passion for Excellence Program
• Service
– Customer Focus Groups
– Patient Panels
– Satisfaction surveys and employee
engagement surveys
– “Real time” surveys
Achieving Customer Satisfaction
• Structure
– Leadership MD & Administrative Team
– Building Architecture to Facilitate
Collaboration
• Systems
– “Lean” theory
– Reinforcement Through You’re Super
Recognition Program
What is the CVC?
“It’s not about the building….”
Passion for Excellence Series
• Module I:
– Identify service
needs as told
by our patients
– Describe the
application of
CVC guiding
principles to
our work
Passion for Excellence Series
• Module II:
– Identify and practice skills that support the
CVC guiding principles
– Describe the elements of positive
organizations and application to our
workplace
• Module III:
– Identify five conflict resolution styles and
when to use them
– Identify techniques for difficult situations
– Learn a proactive approach to conflict and
problem solving: Interest-based Approach
– Practice the steps of service recovery
Faculty Program
• To be scheduled
• Design includes:
– Explanation of the
concepts presented to
staff
– Includes signing of the
Service Principles
– Focuses on creating a
resilient culture to
support the needs of
physicians in high stress
situations
Outcomes
• Hired approximately 400
•
•
•
•
people
Trained over 850 staff
Building opened on June
11th
Real time surveys being
conducted now in the OR
Anecdotal evidence:
– Patients
– Faculty
– Staff
What’s Next
•
Passion for Excellence Orientation Program for all
new staff
•
Development of reinforcing in-services and
“meetings in a box” for supervisors
•
Large ($ 50 million) donation includes customer
service benchmarks to be met
Our Opportunity…
• "Culture does not change because
we desire to change it. Culture
changes when the organization is
transformed; the culture reflects
the realities of people working
together every day."
• — Frances Hesselbein
The Key to Cultural Transformation, Leader to
Leader (Spring 1999)
•