My summary notes, link to article below
2001 startup Nurse Next Door (NND)
patient care demands zero tolerance for cracks "If you're a manufacturer and you mess up, you could lose money or even go out of business; but we take care of people's lives. We could seriously hurt someone if we mess up, so something has to change."
Most organizations tend to create practices and processes that increase over time in complexity, but have less and less importance to the customers.
NND identified these processes through a customer survey that asked two questions:
On a scale of one to 10, how would you rate our services?
What is your biggest reason for giving us this score?
feedback helped NND recognize
many of its practices were a waste of effort "We used to think customers wanted our caregivers to show up in uniform" The company provided home-care staff with a uniform allowance, paid for cleaning the uniforms, and was about to draft policies governing the wearing of uniforms, as well as an enforcement protocol. "Then we found out our customers didn't care"
A bigger concern proved to be that the company's invoices were too confusing - a 45-minute fix that improved its customer satisfaction score by 20%.
