Module 1 Lesson 8 Field Experience: The Quality Process

Case Study:

Ann has just earned her CDM,CFPP credential and has a new job as a director of foodservice for a 200-bed hospital. She manages meal service for patients as well as a small employee/visitor cafeteria and some occasional catered events.

On her third day of work, Ann receives a phone call from a visitor who says, "I was here to see my father in the hospital last night and really needed a cup of coffee. The cafeteria was closed! You should at least have coffee available."

On the same day, she hears from a nurse, "You keep sending liver on the Sunday menu, and nobody eats liver. What kind of menu are you serving?"

Meanwhile, the medical director's secretary calls her and says, "Ann, we need a buffet lunch next Friday for a medical staff meeting."

Ann has a lot on her mind! Think about what you have learned about customers/clients and help her think through these needs.

Directions: Write a one-page summary addressing all of the questions below.

Address the following questions in your report:

1. Who are Ann customers?

2. What has Ann learned about her customers today? Is her department meeting their needs? Why is it important to meet their needs?

3. As Ann listens to customers today, what should she focus on?

4. Let's consider the complaint about having coffee available for visitors. Which step should Ann take now?

5. How could Ann learn more about this situation?

6. If Ann determines that making coffee available for evening visitors is needed, what are some options? Brainstorm!

7. Now please think about the complaint Ann received from a nurse: " You keep sending liver on the Sunday menu, and nobody eats liver. What kind of menu are you serving?" What are some appropriate actions for Ann to take?