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While the term “Voice of the Customer” is not new, from its inception the varied application from a research and implementation perspective has been fraught with issues. While something is usually better than nothing; that is not the case when we conduct misleading and biased studies. In this webinar we will focus on the fundamentals of VOC as well as the increasing importance of getting this right in the current, highly cost-sensitive environment.
In light of the changes in healthcare reform, healthcare systems and providers are being ever more conscious of managing patient flow in efforts to improve efficiency and their bottom line. It is increasingly important for pharmaceutical and device manufacturers to understand patient flow in order to identify opportunities for improvement that can be addressed by new technologies and pharmacotherapeutics. One approach to understanding these complex systems is through job mapping to fully elucidate the process and identify where gaps and unmet needs exist. In this webinar we will describe our approach to this research including advantages, drawbacks and analytic techniques used to identify the highest opportunities. A case study will be used to demonstrate this research methodology.