voice of the customer - donor alliance · voice of the customer. mission vision donor alliance...
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Steve Mansfield, Director of Tissue Bank Operations
Jay Ruterbories, Director of Organ Procurement
Jami Bammer, Organ Recovery Specialist Manager
Candace Klitzke, Quality Assurance Manager
Karan Collins, Director of Hospital Development
Category 3
Voice of the Customer
MISSION VISION
Donor Alliance saves
lives through organ
and tissue donation
and transplantation.
Maximizing all
donation
opportunities
Integrity
Leadership
Excellence
Accountability
People First
CO
RE
VA
LUES
COLORADO
Donation Service Area
WYOMING
25 Donor
Hospitals
87 Donor
Hospitals
Key Customers
4 Transplant Centers
2 Tissue Processors
Category 3
Voice of the Customer
Key Takeaways
Collection of Customer Feedback
Integration into Our Business Model
Improve Key Service Deliverables
Collection of Customer Feedback
Direct 1:1 Qualitative /
Quantitative Survey
Create Strong Relationships
Integration
Gather & Analyze InputsValidate & Develop
StrategiesPresent Final Strategic Plan & Budget to BOD for Approval
Evaluate & Set DirectionDevelop & Deploy
Strategic FrameworkValidate Plans, Budgets, Goals
& Performance MeasuresDeploy Strategic Plan
Evaluate & Improve the Strategic Planning Process
Q1 Q2 Q3 Q4
1 3 7
2 4 6 8
9
Align People, Process, Tools, Technology & Related Metrics
5
Align People, Process, Tools, Technology & Related Metrics
5
Validate & Develop
StrategiesPresent Final Strategic Plan & Budget to BOD for Approval
Evaluate & Set DirectionDevelop & Deploy
Strategic FrameworkValidate Plans, Budgets, Goals
& Performance MeasuresDeploy Strategic Plan
Evaluate & Improve the Strategic Planning Process
Q1 Q2 Q3 Q4
3 7
2 4 6 8
9
Input into the Strategic Planning Process
Gather & Analyze Inputs
1
Validate Plans, Budgets, Goals & Performance Measures
6
Gather & Analyze InputsValidate & Develop
StrategiesPresent Final Strategic Plan & Budget to BOD for Approval
Evaluate & Set DirectionDevelop & Deploy
Strategic FrameworkDeploy Strategic Plan
Evaluate & Improve the Strategic Planning Process
Q1 Q2 Q3 Q4
1 3 7
2 4 8
9
Strategic Action Plans & Process Measures
Align People, Process, Tools, Technology & Related Metrics
5
Align People, Process, Tools, Technology & Related Metrics
5
Gather & Analyze InputsValidate & Develop
StrategiesPresent Final Strategic Plan & Budget to BOD for Approval
Evaluate & Set DirectionDevelop & Deploy
Strategic FrameworkDeploy Strategic Plan
Evaluate & Improve the Strategic Planning Process
Q1 Q2 Q3 Q4
1 3 7
2 4 8
9
Strategic Action Plans & Process Measures
Validate Plans, Budgets, Goals & Performance Measures
6
Align People, Process, Tools, Technology & Related Metrics
5
Gather & Analyze InputsValidate & Develop
StrategiesPresent Final Strategic Plan & Budget to BOD for Approval
Evaluate & Set DirectionDevelop & Deploy
Strategic FrameworkValidate Plans, Budgets, Goals
& Performance Measures
Evaluate & Improve the Strategic Planning Process
Q1 Q2 Q3 Q4
1 3 7
2 4 6
9
Deployed to Staff, Customers & BOD
Deploy Strategic Plan
8
Improve Key Service Deliverables
Performance
Improvement
Stimulate
Innovation
Complaint
Management
Voice of the Customer
Customer Satisfaction
86%
100% 100%
75%
80%
85%
90%
95%
100%
Tissue Processor
% F
avo
rab
le
96%
98%
100%
94%
95%
96%
97%
98%
99%
100%
Transplant Center
% F
avo
rab
le
2012 2016 2018 2015 2016 2017
Organ Transplants
337
428 424407
489
200
250
300
350
400
450
500
550
2014 2015 2016 2017 2018
Lives Saved
RMPEx Journey 2011 - 2015 Baldrige Journey 2016 - 2018
630,0002014 - 2018
LIVES SAVED & HEALED
The Future
Leverage Technology Platforms
Dedicated Customer Liaisons
Surveys
What We Have Discussed
Collection of Customer Feedback
Integration into Our Business Model
Improve Key Customer Deliverables
Donor Alliance's staff is very helpful
and responsive. I am familiar with
other OPO's and Donor Alliance is by
far superior.
- Transplant Surgeon
Customer Testimonials
Their passion and
commitment to their
roles.
- Executive Director of Transplant
Customer Testimonials
Their expertise in their field.
Expertise in organ
donation. - Lung Transplant Coordinator
Customer Testimonials
Donor Alliance continues to
be our partner of choice after
many years.
- Tissue Donor Services Director
Customer Testimonials
We know tissue is central to your
mission and we appreciate the
support and activity from the
leadership of Donor Alliance.
- Tissue Processor CEO
Customer Testimonials
OCTOBER 30, 2019SAVE THE DATE!
www.donoralliance.org/baldrige
SHARING DAY IN DENVER, CO