Sankara Nethralaya Academy will hold career counselling sessions for class X, XII and undergraduate students on job-oriented allied health sciences and hospital management courses affiliated to the Tamil Nadu Dr. MGR Medical University. According to a release, the free counselling session will be held at Thondai Mandala Adhi Saiva Vellalar community hall in Kancheepuram on Saturday from 10 a.m. to 2 p.m.
http://www.thehindu.com/todays-paper/tp-national/tp-tamilnadu/article3338017.ece
Mahalingam A
Academic Officer / Sankara Nethralaya
Saturday, April 21, 2012
Friday, March 23, 2012
Resume of Mahalingam A
Resume of Mahalingam A
Summary:
• Has more than 20 years of experience in Sankara Nethralaya- an eye hospital of international repute.
• Served for nearly 6 years as a Principal Faculty for the “Ophthalmic Nursing & Practices” for B.S.Ophthalmic Assistants, a programme of the Birla Institute of Technology and Science, Pilani.
• Served for nearly 10 years as a Principal Faculty Cum Course Coordinator for the “Ophthalmic Nursing Assistant Program, a programme of Conestoga College, Ontario, Canada & Medical Research Foundation, Chennai.
• Served as Sr Executive (Section Head) – In Patient & out Patient’s Department of Sankara Nethralaya and overall all in charge of all locations of Sankara Nethralaya, Chennai.
• Currently Serving as Manager – Development for Sankara Nethralaya and Academic Officer for the Sankara Nethralaya Academy.
Job Profile:
• Academic Officer , The Sankara Nethralaya Academy
• Manager – Development, introduced many development processes with respect to revenue / patient flow.
• Ophthalmic Paramedical Management in IP, OP Areas.
• Technical Consultancy for technology of Ophthalmic Paramedical involved in ophthalmology to allied institutes including Sri Ganapati Netralaya, Jalna, Sri Sankara Deva Nethralaya, Guwahati,
• Overall guidance to Departments and on technology matters of the organization
• Training of various Ophthalmic Paramedical Courses / Programs.
• Taking care of the Total quality management (TQM) activities.
Current Employer Profile:
• Medical Research Foundation, Chennai popularly known as Sankara Nethralaya is a reputed Ophthalmic Research Institute.
• It serves about 2000 patients a day and performs about 150 Surgeries a day.
• It has full-fledged Research Laboratories for basic sciences. All of them are well equipped with up-to-date technology.
• It is the first ophthalmic Institute in the whole of Asia to get certified for ISO 9000 quality systems.
• It manages an excellent Medical Records Department, Department of Biomedical Engineering, Information Technology & Systems, etc.
• It also conducts courses recognized by National Board for ophthalmology, Birla Institute of Technology & Science, Pilani, and few fellowship programs in various Ophthalmic Sub Specialties.
• It has a well developed Tele Ophthalmology Unit, E Learning Portal, etc.
Academics:
• Diploma in Training & Development – 2010( ISTD, Chennai)
• PG Diploma in Operation Management, IGNOU, 2010
• Master of Business Administration – Hospital Management
- Alagappa University, Karaikudi.
• Bachelor of Science in Ophthalmic Assistant (BS OA)
- Distinction Division from Birla Institute of Technology and Science
BITS, Pilani.
• Diploma in Ophthalmic Nursing Assistant
- Distinction Division from Medical Research Foundation & Conestoga College
Ontario, Canada.
• Bachelor of Science in Mathematics
- Institute of Correspondence Education, University of Madras.
• Diploma in Computer Applications
- Amirta Institute of Computer Technology (AICT), Chennai.
• Certified Internal Auditor for ISO 9000:1994 quality Systems
- BVQI (Bureau VERITAS Quality International)
Proficiency:
• Sound knowledge in ophthalmic Technology
• Wide exposure in Ophthalmic Patient Management in In-patient, Out Patient and Operation Theatres / Development sections.
• Experienced in teaching Ophthalmic Procedures / Techniques.
• Experienced in developing courses for Ophthalmic Nursing / Ophthalmic Assistants / Operation Theatre Assistants.
Programmes conducted/ Lectures delivered/ attended:
• Attended the All India Ophthalmology and Optometry conferences.
• “Life saving Skills” (Fire safety & Safety precautions) program by Usha Fire Services attended.-2004
• Workshop on “Modern Approaches in Patient / Nursing Management” by Apollo College of Nursing participated- 2005.
• “Operation Room protocol for Nursing Staff” by Johnson & Johnson, Medical Division of India, participated – 2006.
• Participated in the “Indo Israel Ophthalmic Congress” , organized by Aravind Eye Hospitals, L V Prasad Eye Institute, Sri Ganapathi Netralaya and Sri Sankara Deva Nethralaya –2005.
• Participated the CME on “Paediatric Anesthesia & Medicine , organized by Sankara Nethralaya- 2005.
• Attended CME Course on “Care of Vascular Access Catheters” organized by the Indian Society of Critical Care Medicine – 2004.
• Attended and successfully completed a Course on “Geriatric Health Care” by Dr S Sivakumar, Geriatrician, Madras Medical College – 2002.
• Attended and successfully completed a course on” Principles of Emergency Patient Care” from Apollo Hospitals Educational & Research Foundation – 2002.
• Attended workshop on “Communication Skills for Nursing & Paramedical Staff” at Kanchi Kamakoti CHILDS Trust Hospital, conducted by Madras Management Association – 2000.
• Attended & Participated in the one week Training Program titled on “UMMILANAM – Training program for working more effectively in the Organization” by Dr Sundari Krishnamoorthi at Kodaikanal in year 2000..
• Appreciation Received from Medical Research Foundation for the best KAIZEN suggestion on Patient Discharge Summary – 2000.
• Attended Total Quality Management (TQM) – Awareness & Tools programe , conducted by Management Consultants – Dr T V Subramaniam & Mr M V Jayaraman at Medical Research Foundation.
• Lecture delivered on “The changing Role of Ophthalmic Nursing / Technology in India” at ORBIS INTERNATIONAL – FLYING EYE HOSPITAL, CHENNAI, 2000.
• Lecture delivered on “Tele ophthalmology for Paramedical staff “through Sankara Nethralaya – Tele Ophthalmology unit to various reputed eye institutes / District Hospitals.
Awards/ Recognitions / Appreciations:
• Appreciation and award received from Chennai Mayor at the Science City festival – Jan 2012.
• 20 years – long serving award from Sankara Nethralaya.
• ‘Man of the Year’ Award from Sankara Nethralaya for exceptional services rendered – 2011.
• Outstanding Employee Award of the Foundations (MRF & VRF), Chennai for the exceptional services rendered for the patients – 1998.
• Memento Presented to the Chief Guest of the “Sankara Ratna award” organized by Sankara Nethralaya with the presence of His Holiness Sri Jeyendra Saraswathi Swamigal- 2002.
• An Appreciation received from Sankara Nethralaya for maximum Number of Eye donation pledges collected during the year – 1999 – 2000.
• Actively participated in the activities of the FRCS Examination organization Committee conducting FRCS examinations at Sankara Nethralaya, India – in the years 1999, 2000 & 2001.
• An appreciation Note received for completing the “Donation Computerization Project” from Medical Research Foundation – 2000.
• Many Appreciations from Patients / Sankara Nethralaya for exceptional services rendered / organized.
Articles / Publications:
• Article written on “Care of Surgical Instruments” in Scientific Magazine of
Medical Research Foundation – 2003.
• Article written on “Needle Stick Injuries & Prevention” in Scientific Magazine of
Medical Research Foundation – 2003.
• Article written in Health Watch of HINDU on “ Aging Changes of Eye” – 2004
(http://www.hindu.com/thehindu/mag/2004/06/27/stories/2004062700340600.htm)
• Article written on “ Post Operative care for Eye Surgery”
(http://www.sankaranethralaya.org/poc.htm).
Projects Handled / Participated:
Many Total Quality Management – Projects done in relation to Patient care at Medical Research Foundation, Patient Satisfaction Level, Effective utilization of OT , Study on Patient waiting time and patient discharge delay time are few examples.
Summary:
• Has more than 20 years of experience in Sankara Nethralaya- an eye hospital of international repute.
• Served for nearly 6 years as a Principal Faculty for the “Ophthalmic Nursing & Practices” for B.S.Ophthalmic Assistants, a programme of the Birla Institute of Technology and Science, Pilani.
• Served for nearly 10 years as a Principal Faculty Cum Course Coordinator for the “Ophthalmic Nursing Assistant Program, a programme of Conestoga College, Ontario, Canada & Medical Research Foundation, Chennai.
• Served as Sr Executive (Section Head) – In Patient & out Patient’s Department of Sankara Nethralaya and overall all in charge of all locations of Sankara Nethralaya, Chennai.
• Currently Serving as Manager – Development for Sankara Nethralaya and Academic Officer for the Sankara Nethralaya Academy.
Job Profile:
• Academic Officer , The Sankara Nethralaya Academy
• Manager – Development, introduced many development processes with respect to revenue / patient flow.
• Ophthalmic Paramedical Management in IP, OP Areas.
• Technical Consultancy for technology of Ophthalmic Paramedical involved in ophthalmology to allied institutes including Sri Ganapati Netralaya, Jalna, Sri Sankara Deva Nethralaya, Guwahati,
• Overall guidance to Departments and on technology matters of the organization
• Training of various Ophthalmic Paramedical Courses / Programs.
• Taking care of the Total quality management (TQM) activities.
Current Employer Profile:
• Medical Research Foundation, Chennai popularly known as Sankara Nethralaya is a reputed Ophthalmic Research Institute.
• It serves about 2000 patients a day and performs about 150 Surgeries a day.
• It has full-fledged Research Laboratories for basic sciences. All of them are well equipped with up-to-date technology.
• It is the first ophthalmic Institute in the whole of Asia to get certified for ISO 9000 quality systems.
• It manages an excellent Medical Records Department, Department of Biomedical Engineering, Information Technology & Systems, etc.
• It also conducts courses recognized by National Board for ophthalmology, Birla Institute of Technology & Science, Pilani, and few fellowship programs in various Ophthalmic Sub Specialties.
• It has a well developed Tele Ophthalmology Unit, E Learning Portal, etc.
Academics:
• Diploma in Training & Development – 2010( ISTD, Chennai)
• PG Diploma in Operation Management, IGNOU, 2010
• Master of Business Administration – Hospital Management
- Alagappa University, Karaikudi.
• Bachelor of Science in Ophthalmic Assistant (BS OA)
- Distinction Division from Birla Institute of Technology and Science
BITS, Pilani.
• Diploma in Ophthalmic Nursing Assistant
- Distinction Division from Medical Research Foundation & Conestoga College
Ontario, Canada.
• Bachelor of Science in Mathematics
- Institute of Correspondence Education, University of Madras.
• Diploma in Computer Applications
- Amirta Institute of Computer Technology (AICT), Chennai.
• Certified Internal Auditor for ISO 9000:1994 quality Systems
- BVQI (Bureau VERITAS Quality International)
Proficiency:
• Sound knowledge in ophthalmic Technology
• Wide exposure in Ophthalmic Patient Management in In-patient, Out Patient and Operation Theatres / Development sections.
• Experienced in teaching Ophthalmic Procedures / Techniques.
• Experienced in developing courses for Ophthalmic Nursing / Ophthalmic Assistants / Operation Theatre Assistants.
Programmes conducted/ Lectures delivered/ attended:
• Attended the All India Ophthalmology and Optometry conferences.
• “Life saving Skills” (Fire safety & Safety precautions) program by Usha Fire Services attended.-2004
• Workshop on “Modern Approaches in Patient / Nursing Management” by Apollo College of Nursing participated- 2005.
• “Operation Room protocol for Nursing Staff” by Johnson & Johnson, Medical Division of India, participated – 2006.
• Participated in the “Indo Israel Ophthalmic Congress” , organized by Aravind Eye Hospitals, L V Prasad Eye Institute, Sri Ganapathi Netralaya and Sri Sankara Deva Nethralaya –2005.
• Participated the CME on “Paediatric Anesthesia & Medicine , organized by Sankara Nethralaya- 2005.
• Attended CME Course on “Care of Vascular Access Catheters” organized by the Indian Society of Critical Care Medicine – 2004.
• Attended and successfully completed a Course on “Geriatric Health Care” by Dr S Sivakumar, Geriatrician, Madras Medical College – 2002.
• Attended and successfully completed a course on” Principles of Emergency Patient Care” from Apollo Hospitals Educational & Research Foundation – 2002.
• Attended workshop on “Communication Skills for Nursing & Paramedical Staff” at Kanchi Kamakoti CHILDS Trust Hospital, conducted by Madras Management Association – 2000.
• Attended & Participated in the one week Training Program titled on “UMMILANAM – Training program for working more effectively in the Organization” by Dr Sundari Krishnamoorthi at Kodaikanal in year 2000..
• Appreciation Received from Medical Research Foundation for the best KAIZEN suggestion on Patient Discharge Summary – 2000.
• Attended Total Quality Management (TQM) – Awareness & Tools programe , conducted by Management Consultants – Dr T V Subramaniam & Mr M V Jayaraman at Medical Research Foundation.
• Lecture delivered on “The changing Role of Ophthalmic Nursing / Technology in India” at ORBIS INTERNATIONAL – FLYING EYE HOSPITAL, CHENNAI, 2000.
• Lecture delivered on “Tele ophthalmology for Paramedical staff “through Sankara Nethralaya – Tele Ophthalmology unit to various reputed eye institutes / District Hospitals.
Awards/ Recognitions / Appreciations:
• Appreciation and award received from Chennai Mayor at the Science City festival – Jan 2012.
• 20 years – long serving award from Sankara Nethralaya.
• ‘Man of the Year’ Award from Sankara Nethralaya for exceptional services rendered – 2011.
• Outstanding Employee Award of the Foundations (MRF & VRF), Chennai for the exceptional services rendered for the patients – 1998.
• Memento Presented to the Chief Guest of the “Sankara Ratna award” organized by Sankara Nethralaya with the presence of His Holiness Sri Jeyendra Saraswathi Swamigal- 2002.
• An Appreciation received from Sankara Nethralaya for maximum Number of Eye donation pledges collected during the year – 1999 – 2000.
• Actively participated in the activities of the FRCS Examination organization Committee conducting FRCS examinations at Sankara Nethralaya, India – in the years 1999, 2000 & 2001.
• An appreciation Note received for completing the “Donation Computerization Project” from Medical Research Foundation – 2000.
• Many Appreciations from Patients / Sankara Nethralaya for exceptional services rendered / organized.
Articles / Publications:
• Article written on “Care of Surgical Instruments” in Scientific Magazine of
Medical Research Foundation – 2003.
• Article written on “Needle Stick Injuries & Prevention” in Scientific Magazine of
Medical Research Foundation – 2003.
• Article written in Health Watch of HINDU on “ Aging Changes of Eye” – 2004
(http://www.hindu.com/thehindu/mag/2004/06/27/stories/2004062700340600.htm)
• Article written on “ Post Operative care for Eye Surgery”
(http://www.sankaranethralaya.org/poc.htm).
Projects Handled / Participated:
Many Total Quality Management – Projects done in relation to Patient care at Medical Research Foundation, Patient Satisfaction Level, Effective utilization of OT , Study on Patient waiting time and patient discharge delay time are few examples.
Profile of Mahalingam A ( Mahali), Sankara Nethralaya
Shri A.Mahalingam, Academic officer with the Sankara Nethralaya Academy best exemplifies the essence, ethos and spirit of Sankara Nethralaya. Having been associated with the organization for more than two decades, since its early years he has seamlessly integrated with its value sets and goals.
Shri Mahalingam brings along with him a broad spectrum knowledge and understanding acquired through his numerous academic accomplishments, his own keen observation and innate understanding of people and processes acquired through real time experience and an incredible grasp of ground realities. While his deep understanding of Sankara Nethralaya’s functioning and the challenges before it make him a fine fit for any role in the organization, he has been assigned the major challenge of nurturing the Sankara Nethralaya Academy as an educational institution par excellence and carve a niche for it in academic circles.
Shri Mahalingam introduced many innovations and processes that brought his stamp of individuality and contributed to the enhancement and growth of every department he served and his known among his colleagues as a man with a vision, a man who leads from the front and a man who sets targets through his personal example. His current role demands his involvement in every sphere of the Sankara Nethralaya Academy’s functioning, from developing curriculum, supporting faculty members, administrative staff, guiding students, counseling students seeking admission, forging alliances with external institutions and creating a high level of awareness about the institution and its courses in academic circles and among the general public. Given his flair for academics and interpersonal skills, the role fits him perfectly and the academy has made impressive strides under his able leadership.
While we could go on a lengthy description on his knowledge, skills, accomplishments as a professional and his personal traits as a warm, caring and unassuming individual and his numerous his contributions to the growth of Sankara Nethralaya, we would say that it is his dedication, perseverance, accessibility and sincerity in completing the task in hand that has helped him scale glorious heights in his career. The depth of his involvement and the quality of his work can be best brought by the spontaneous and full hearted approbation that he has received from just about everyone he has interacted with during his long tenure with Sankara Nethralaya, ranging from the senior management members to distinguished personalities from all walks of life.
Shri Mahalingam brings along with him a broad spectrum knowledge and understanding acquired through his numerous academic accomplishments, his own keen observation and innate understanding of people and processes acquired through real time experience and an incredible grasp of ground realities. While his deep understanding of Sankara Nethralaya’s functioning and the challenges before it make him a fine fit for any role in the organization, he has been assigned the major challenge of nurturing the Sankara Nethralaya Academy as an educational institution par excellence and carve a niche for it in academic circles.
Shri Mahalingam introduced many innovations and processes that brought his stamp of individuality and contributed to the enhancement and growth of every department he served and his known among his colleagues as a man with a vision, a man who leads from the front and a man who sets targets through his personal example. His current role demands his involvement in every sphere of the Sankara Nethralaya Academy’s functioning, from developing curriculum, supporting faculty members, administrative staff, guiding students, counseling students seeking admission, forging alliances with external institutions and creating a high level of awareness about the institution and its courses in academic circles and among the general public. Given his flair for academics and interpersonal skills, the role fits him perfectly and the academy has made impressive strides under his able leadership.
While we could go on a lengthy description on his knowledge, skills, accomplishments as a professional and his personal traits as a warm, caring and unassuming individual and his numerous his contributions to the growth of Sankara Nethralaya, we would say that it is his dedication, perseverance, accessibility and sincerity in completing the task in hand that has helped him scale glorious heights in his career. The depth of his involvement and the quality of his work can be best brought by the spontaneous and full hearted approbation that he has received from just about everyone he has interacted with during his long tenure with Sankara Nethralaya, ranging from the senior management members to distinguished personalities from all walks of life.
Saturday, March 17, 2012
We must TREAT our customers as our own GUEST(Customer Care)
The Importance of Good Customer Care
Reduce the waiting time and improve the communication in each level of care/ services will ends in high level customer satisfaction
We must TREAT our customers as our own GUEST
T R E A T
• T - Trust: The ability to provide what was promised, dependably and accurately.
• R - Responsiveness : The willingness to help Customer / Patients promptly
• E -Empathy : The degree of caring and individual attention you show to Customer / Patients
• A - Assurance : The knowledge and courtesy you show to Customer / Patients, and your ability to convey trust,
• T - Tangibles : The physical facilities and equipment, and your own (and others’) appearance
Customer / Patient Service – GUEST
• G – Greet the Customer / Patient
• U – Understand Customer / Patient needs
• E – Explain
• S – Suggest next course of action
• T – Thank the Customer / Patient
The Patient who treated by us to refer his/her known’s to us for treatment / care
Care for your customer and they will return / refer...care for your merchandise and they won't."
The point is...what are you doing to bring your customer back?
When the new customer comes on our service they will automatically receive a thank you email for visiting us and their feedback.
The use of auto responders from this point onwards is critical in. getting your message in front of your customers. Not only to sell to them but to keep in contact with them. This is very important.
Send them your messages with a contact email address, phone number or your mailing address if they wish to get in touch with you for their care.
You cannot afford not to do this because the next merchant will if you don't, and that's the merchant who will gain a loyal customer.
Good customer care matters because keeping existing customers is easier than finding new ones, and satisfied customers will do a lot of our advertising for us.
Most people consider doing business with a certain company because of a recommendation by a friend or acquaintance. Dissatisfied customers spread the bad news and undermine your service , which ultimately threatens everyone's jobs.
So, Your objective must be to provide the highest standard of Customer Care possible and to always aim for excellence.
Basic Performance Measures of our valued customers
Customer satisfaction.. Measure how your customer judges the outcome of your product or service, through surveys or at the end of each transaction with the customer. You can ask them directly, give them a survey form, or send them to a website form. If you also collect data about what aspects of your product or service are most important to customers, it will give you clues about more specific things that might be important to measure also.
Service defects. Defects is a measure of quality, and a translation of what the customer expects your product or service to do, into something you can count to assess how often the product or service actually does what is expected. our customer satisfaction measure is a companion to this one. And the extra data collected about what is most important to customers about your product or service will help you define what constitutes a defect
Waiting / Service/ cycle time. The time it takes to produce or deliver your product or service for your customer is a surprisingly useful thing to measure. It's not just about meeting the time commitments you made to your customer. It's just as importantly about focusing everyone on the things that make the cycle time what it is. And this is usually dead time between hand-offs in the process, waste and rework due to errors or lax standards, and even things that didn't need to be done at all. An alternative or companion measure to cycle time might be on time delivery, which links it more to the customer's experience. Just remember the value of measuring cycle time for internal benefit too.
Service outcome / productivity: Productivity is a measure of your process efficiency, and is essentially the rate at which you can produce outputs, relative to the input it takes to do so. A great measure to focus you on eliminating waiting time and rework in delivering our services to your customers.
Who Is A Customer / Patient?
Someone to whom we provide service, product, or information.
Who are Customer / Patients?
• The most important person in our Organisation / Hospital.
• Is not dependent on us. We are dependent on them.
• Is not an interruption of our work, but the purpose of it.
• Is part of our Organisation / Hospital – not an outsider.
• Does us a favor when they come in. We aren’t doing them a favor by serving them.
• A Customer / Patient is not just money in the cash register. They are human beings with feelings and deserve to be treated with respect.
• Is a person who comes to us with their needs and wants. It is our job to fill them.
• Deserves the most courteous attention we can give them. They are the lifeblood of our Organisation / Hospital.
Facts about Customer / Patients
The Customer / Patient is the Organisation / Hospital’ biggest asset
The Customer / Patient pays all our salaries wages and bonuses
The Customer / Patient will go where he/she receives the best attention
There is no profit, no growth, no jobs without the Customer / Patient
Hence, You must be your Customer / Patients’ best and first choice!
• A typical dissatisfied Customer / Patient will tell 8-10 people about their problem.
• 7 out of 10 complaining Customer / Patients will come to you again if you resolve the complaint in their favor.
• If you resolve a complaint on the spot, 95% will do come again.
What is Customer / Patient Service?
Doing ordinary things extraordinarily well.
Going beyond what’s expected
Adding value to every interaction
Being at your best with every Customer / Patient
Discovering new ways to delight
Taking care of the Customer / Patient like you would take care of your grandmother.
What do Customer / Patients expect from us?
Treat others the same way, you want to be treated.
What qualities are important to our Customer / Patients?
• Accuracy
• Friendliness
• Timeliness
• Efficiency
• Courtesy
• Honesty
Moment of Truth:
Any point in interaction during which the Customer / Patient has an opportunity to form an Impression (negative or positive) about the Organisation / Hospital through its services.
When a moment of Truth for a Customer / Patient has been a negative experience, it becomes a Moment of Misery.
On the other hand, when the interaction has been extremely positive, it becomes a Moment of Magic for the Customer / Patient
Reduce the waiting time and improve the communication in each level of care/ services will ends in high level customer satisfaction
We must TREAT our customers as our own GUEST
T R E A T
• T - Trust: The ability to provide what was promised, dependably and accurately.
• R - Responsiveness : The willingness to help Customer / Patients promptly
• E -Empathy : The degree of caring and individual attention you show to Customer / Patients
• A - Assurance : The knowledge and courtesy you show to Customer / Patients, and your ability to convey trust,
• T - Tangibles : The physical facilities and equipment, and your own (and others’) appearance
Customer / Patient Service – GUEST
• G – Greet the Customer / Patient
• U – Understand Customer / Patient needs
• E – Explain
• S – Suggest next course of action
• T – Thank the Customer / Patient
The Patient who treated by us to refer his/her known’s to us for treatment / care
Care for your customer and they will return / refer...care for your merchandise and they won't."
The point is...what are you doing to bring your customer back?
When the new customer comes on our service they will automatically receive a thank you email for visiting us and their feedback.
The use of auto responders from this point onwards is critical in. getting your message in front of your customers. Not only to sell to them but to keep in contact with them. This is very important.
Send them your messages with a contact email address, phone number or your mailing address if they wish to get in touch with you for their care.
You cannot afford not to do this because the next merchant will if you don't, and that's the merchant who will gain a loyal customer.
Good customer care matters because keeping existing customers is easier than finding new ones, and satisfied customers will do a lot of our advertising for us.
Most people consider doing business with a certain company because of a recommendation by a friend or acquaintance. Dissatisfied customers spread the bad news and undermine your service , which ultimately threatens everyone's jobs.
So, Your objective must be to provide the highest standard of Customer Care possible and to always aim for excellence.
Basic Performance Measures of our valued customers
Customer satisfaction.. Measure how your customer judges the outcome of your product or service, through surveys or at the end of each transaction with the customer. You can ask them directly, give them a survey form, or send them to a website form. If you also collect data about what aspects of your product or service are most important to customers, it will give you clues about more specific things that might be important to measure also.
Service defects. Defects is a measure of quality, and a translation of what the customer expects your product or service to do, into something you can count to assess how often the product or service actually does what is expected. our customer satisfaction measure is a companion to this one. And the extra data collected about what is most important to customers about your product or service will help you define what constitutes a defect
Waiting / Service/ cycle time. The time it takes to produce or deliver your product or service for your customer is a surprisingly useful thing to measure. It's not just about meeting the time commitments you made to your customer. It's just as importantly about focusing everyone on the things that make the cycle time what it is. And this is usually dead time between hand-offs in the process, waste and rework due to errors or lax standards, and even things that didn't need to be done at all. An alternative or companion measure to cycle time might be on time delivery, which links it more to the customer's experience. Just remember the value of measuring cycle time for internal benefit too.
Service outcome / productivity: Productivity is a measure of your process efficiency, and is essentially the rate at which you can produce outputs, relative to the input it takes to do so. A great measure to focus you on eliminating waiting time and rework in delivering our services to your customers.
Who Is A Customer / Patient?
Someone to whom we provide service, product, or information.
Who are Customer / Patients?
• The most important person in our Organisation / Hospital.
• Is not dependent on us. We are dependent on them.
• Is not an interruption of our work, but the purpose of it.
• Is part of our Organisation / Hospital – not an outsider.
• Does us a favor when they come in. We aren’t doing them a favor by serving them.
• A Customer / Patient is not just money in the cash register. They are human beings with feelings and deserve to be treated with respect.
• Is a person who comes to us with their needs and wants. It is our job to fill them.
• Deserves the most courteous attention we can give them. They are the lifeblood of our Organisation / Hospital.
Facts about Customer / Patients
The Customer / Patient is the Organisation / Hospital’ biggest asset
The Customer / Patient pays all our salaries wages and bonuses
The Customer / Patient will go where he/she receives the best attention
There is no profit, no growth, no jobs without the Customer / Patient
Hence, You must be your Customer / Patients’ best and first choice!
• A typical dissatisfied Customer / Patient will tell 8-10 people about their problem.
• 7 out of 10 complaining Customer / Patients will come to you again if you resolve the complaint in their favor.
• If you resolve a complaint on the spot, 95% will do come again.
What is Customer / Patient Service?
Doing ordinary things extraordinarily well.
Going beyond what’s expected
Adding value to every interaction
Being at your best with every Customer / Patient
Discovering new ways to delight
Taking care of the Customer / Patient like you would take care of your grandmother.
What do Customer / Patients expect from us?
Treat others the same way, you want to be treated.
What qualities are important to our Customer / Patients?
• Accuracy
• Friendliness
• Timeliness
• Efficiency
• Courtesy
• Honesty
Moment of Truth:
Any point in interaction during which the Customer / Patient has an opportunity to form an Impression (negative or positive) about the Organisation / Hospital through its services.
When a moment of Truth for a Customer / Patient has been a negative experience, it becomes a Moment of Misery.
On the other hand, when the interaction has been extremely positive, it becomes a Moment of Magic for the Customer / Patient
Saturday, February 18, 2012
Appreciation / Feedback from Neth SethaEye Hospital, Srilanka
Shri A Mahalingam
Academic Officer
Sankara Nethralaya Academy
Chennai - India
Dear sir,
I hereby send youmy heartiest gratitude for your cordial hospitality,shown upon meduring my visit to India.My special thanks go to you & Dr.Badrinath forthe warm welcome & providing all the necessities for me to stay during mytraining programme.It’s with great pleasure that I recall my 2 weeks training tour in Indiawhich I completed successfully & satisfactorily without facing any difficulties. Please convey my compliments to Mrs.Sridevi & Mrs.Hena for their guidance. It was an interesting training programwhich enabled me to learn a lot. Finally ,I would again like to thank you all again for the support & kind co-operation.
yours sincerely,
Mr Dhananjaya Prasad Aththaragama
Neth SethaEye Hospital
Ratnapura,Sri Lanka
Academic Officer
Sankara Nethralaya Academy
Chennai - India
Dear sir,
I hereby send youmy heartiest gratitude for your cordial hospitality,shown upon meduring my visit to India.My special thanks go to you & Dr.Badrinath forthe warm welcome & providing all the necessities for me to stay during mytraining programme.It’s with great pleasure that I recall my 2 weeks training tour in Indiawhich I completed successfully & satisfactorily without facing any difficulties. Please convey my compliments to Mrs.Sridevi & Mrs.Hena for their guidance. It was an interesting training programwhich enabled me to learn a lot. Finally ,I would again like to thank you all again for the support & kind co-operation.
yours sincerely,
Mr Dhananjaya Prasad Aththaragama
Neth SethaEye Hospital
Ratnapura,Sri Lanka
Friday, February 10, 2012
Shri A. Mahalingam, Academic Officer, Sankara Nethralaya Academy, receiving the memento from the Chennai Mayor
The Sankara Nethralaya Academy made an impressive showcase of itself and its contribution to the world of education and academia in general at the ‘Chennai Science Festival 2012’ organized jointly by the Science City, Government of Tamil Nadu and Anna University at the Arignar Anna Gem Science Park School, Chennai, from the 27th to 30th of January, 2012. The objective of the festival is to create awareness on the role of science in everyday life among the general public and the student community in particular and inculcate a scientific temper in them.
Sankara Nethralaya Academy faculty members and personnel stationed at its two stalls in the Science Festival explained the inception and achievements of the Academy, its expertise in the courses offered and their high scope to visiting students, parents and the teaching community. Shri A.Mahalingam, Academic Officer, SN Academy, welcomed and explained the objectives of the institution to distinguished visitors Shri Mayilvahanan Natarajan, Vice-Chancellor of the Tamil Nadu Dr.MGR Medical University, Dr.Mannar Jawahar, Vice-Chancellor of the Anna University, Senior government officials and Scientists who visited the stall, he also received the participants memento from the Worshipful Mayor of Chennai Shri Saidai S. Duraiswamy on behalf of Sankara Nethralaya and the SN Academy. A proud highlight of the event was the winning of the Tamil essay contest in Science by S. Suganya, a student of the Sankara Nethralaya Academy.
Sankara Nethralaya and the Sankara Nethralaya Academy take this opportunity to express their wholehearted thanks Dr. R.Srilakshmi, Registrar, The Tamil Nadu Dr.MGR Medical University who encouraged and facilitated participation by the Sankara Nethralaya Academy in this highly prestigious Science Festival and helped in getting rich exposure to the institution and the courses offered.
Sankara Nethralaya Academy faculty members and personnel stationed at its two stalls in the Science Festival explained the inception and achievements of the Academy, its expertise in the courses offered and their high scope to visiting students, parents and the teaching community. Shri A.Mahalingam, Academic Officer, SN Academy, welcomed and explained the objectives of the institution to distinguished visitors Shri Mayilvahanan Natarajan, Vice-Chancellor of the Tamil Nadu Dr.MGR Medical University, Dr.Mannar Jawahar, Vice-Chancellor of the Anna University, Senior government officials and Scientists who visited the stall, he also received the participants memento from the Worshipful Mayor of Chennai Shri Saidai S. Duraiswamy on behalf of Sankara Nethralaya and the SN Academy. A proud highlight of the event was the winning of the Tamil essay contest in Science by S. Suganya, a student of the Sankara Nethralaya Academy.
Sankara Nethralaya and the Sankara Nethralaya Academy take this opportunity to express their wholehearted thanks Dr. R.Srilakshmi, Registrar, The Tamil Nadu Dr.MGR Medical University who encouraged and facilitated participation by the Sankara Nethralaya Academy in this highly prestigious Science Festival and helped in getting rich exposure to the institution and the courses offered.
Wishes / Greetings for 20 years Service Award for A Mahalingam, Sankara Nethralaya
A MAHALINGAM BSc, BS OA(BITS), EDHM(LIBA), PG DOM, M B A
Academic Officer
The Sankara Nethralaya Academy
(Unit of Medical Research Foundation)
No. 29/8, Jayalakshmi Estates,Haddows Road
Nungambakkam,Chennai - 600 006, Tamil Nadu, India.
Ph No: 044 - 4308 4111 / 4308 4222
Fax: +91-44-28254180,Mobile : 0 97104 85295
E Mail : mahali@snmail.org / sn.mahali@gmail.com
websites: www.thesnacademy.ac.in / www.thesnacademy.edu.in
Profile of Mahali : http://www.thesnacademy.ac.in/profile-of-mahalingam.html
Facebook : http://www.facebook.com/sn.mahali
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Dear Mr. Mahalingam,Please accept our congratulations and good wishes on your being awarded with the “20 years Service Award” for having completed 20 years of exemplary services with the Sankara Nethralaya Medical Research Foundation. While we greatly admire your long and loyal service in this praise-worthy project, we wish you continued strength and blessings in reaching great heights in the near future!
With warm regards and best wishes
Dr Asokade Z. Gunasekera. Chairman – Lions Vision For Sight Hospital Trust(Ratnapura – Sri Lanka).
Dear Mr Mahali, May I congratulate and wish you a 200 year stint!!, Good luck
Dr S S Badrinath, Founder and Chairman Emeritus, Sankara Nethralaya.
Dear Mr. Mahalingam,I am glad to learn about long service award in Sankara Nethralaya. May God give you good health and strength to serve many more years. I congratulate you on this loyal achievement in your life .
With warm regards
Prof Richard Regis ,
Senior Professor,
VIT Business School,
VIT University, Vellore 632014
Dear Master, Mahalingam - This is great news to hear. May God shower all his blessings on you for your health and service. My sincere wishes to you and your family, friends, colleagues and everyone who supported to you to achieve this goal.- C Rajan , Hospital Management Course Participant.
Dear Mr Mahalingam - I wish you continued pleasure in your service in Sankara Nethralaya.
With warm personal regards,
Yours sincerely,
PROF M S SWAMINATHAN, Member of Parliament (Rajya Sabha),
Chairman, M S Swaminathan Research Foundation,Chennai
Sairam, congratulations and best wishes for another 20 years and more. Sairam – Shankar A Iyer, Om Trust, USA
Dear Mr Mahali, congratulations keep it up good job done.
Prof Selva, Twintech International University,Malaysia,
Academic Officer
The Sankara Nethralaya Academy
(Unit of Medical Research Foundation)
No. 29/8, Jayalakshmi Estates,Haddows Road
Nungambakkam,Chennai - 600 006, Tamil Nadu, India.
Ph No: 044 - 4308 4111 / 4308 4222
Fax: +91-44-28254180,Mobile : 0 97104 85295
E Mail : mahali@snmail.org / sn.mahali@gmail.com
websites: www.thesnacademy.ac.in / www.thesnacademy.edu.in
Profile of Mahali : http://www.thesnacademy.ac.in/profile-of-mahalingam.html
Facebook : http://www.facebook.com/sn.mahali
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Dear Mr. Mahalingam,Please accept our congratulations and good wishes on your being awarded with the “20 years Service Award” for having completed 20 years of exemplary services with the Sankara Nethralaya Medical Research Foundation. While we greatly admire your long and loyal service in this praise-worthy project, we wish you continued strength and blessings in reaching great heights in the near future!
With warm regards and best wishes
Dr Asokade Z. Gunasekera. Chairman – Lions Vision For Sight Hospital Trust(Ratnapura – Sri Lanka).
Dear Mr Mahali, May I congratulate and wish you a 200 year stint!!, Good luck
Dr S S Badrinath, Founder and Chairman Emeritus, Sankara Nethralaya.
Dear Mr. Mahalingam,I am glad to learn about long service award in Sankara Nethralaya. May God give you good health and strength to serve many more years. I congratulate you on this loyal achievement in your life .
With warm regards
Prof Richard Regis ,
Senior Professor,
VIT Business School,
VIT University, Vellore 632014
Dear Master, Mahalingam - This is great news to hear. May God shower all his blessings on you for your health and service. My sincere wishes to you and your family, friends, colleagues and everyone who supported to you to achieve this goal.- C Rajan , Hospital Management Course Participant.
Dear Mr Mahalingam - I wish you continued pleasure in your service in Sankara Nethralaya.
With warm personal regards,
Yours sincerely,
PROF M S SWAMINATHAN, Member of Parliament (Rajya Sabha),
Chairman, M S Swaminathan Research Foundation,Chennai
Sairam, congratulations and best wishes for another 20 years and more. Sairam – Shankar A Iyer, Om Trust, USA
Dear Mr Mahali, congratulations keep it up good job done.
Prof Selva, Twintech International University,Malaysia,
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