Who’s doing the dreaming in your organization?
Editor’s note: This article was written by guest blogger Anthony Cirillo, FACHE, ABC, a healthcare marketing and experience management expert and elder advocate. For more information about the author, please see our About page.
Fast Company published a great profile on Steve Jobs in the July/August edition of their magazine, spotlighting 10 reasons why Apple is so enormously successful. One reason in particular caught my eye. It was entitled “Turn Feedback into Inspiration.”
The premise is this – your customers really don’t know what they want. They may tell you what they think they want and most companies take that, build it, and find that it wasn’t what they wanted after all. The article features a much quoted Henry Ford quip: “If I’d have asked customers what they wanted, they would have told me, ‘A faster horse!’”
So rather than build products based solely on customer feedback, Jobs uses customers’ ideas as inspiration. He keeps things close to the vest and then surprises us with things we would have never imagined.
Healthcare is so regulated that just getting the job done and checking it off the list seems to be sufficient. Sure people tell us what they want, but who is dreaming not of a faster horse but of a whole new approach to how our aging population is cared for? I contend that few are. So, most organizations are trying to build a faster horse – concierge services, some lip service to person-centered care, attempts at care coordination, etc.
But we need to take a different approach? Who are the dreamers in long-term care? Does your organization have these people? Do you give them time to dream, not just strategically plan?
Perhaps organizations should start devoting some time to this and employ the Blue Ocean mentality of creating new demand in an unexplored market space. Blue Ocean principles show how to reconstruct market boundaries, focus on the big picture, reach beyond existing demand, get the strategic sequence right, overcome organizational hurdles, and build execution into strategy. But I do believe it has to start with a bigger picture and a bigger vision. Are you ready to dive in?
Let me know what you think by emailing me at Cirillo@4wardfast.com
« Notes on the July 22 ODF | Home | Rite Aid to pay $1 million in HIPAA settlement »
-
MacKenzie Kimball
MacKenzie Kimball is a Managing Editor in HCPro's long-term care division. She is the editor of the monthly newsletter PPS Alert for Long-Term Care and the MDS 3.0 Update e-newsletter.
MacKenzie has written 223 posts.
-
Categories
-
Archives
-
Satisfied Customers Seldom Sue
Take action and boost your facility’s reputation in the community with Satisfied Customers Seldom Sue: A Guide to Exceptional Customer Service in Long-Term Care, a new HCPro book and CD-ROM designed to cultivate strong customer service skills in your long-term care nurses, frontline staff, and any other staff member who interacts with residents and families.
Learn more... -
The Long-Term Care Nursing Desk Reference, Second Edition
Turn to the second edition of this HCPro bestseller! It’s still the only reference manual available that offers virtually every tool long-term care nurses need to provide high-quality, regulation-compliant, long-term resident care.
Learn more... -
Feeds
Loading ...
Leave a Comment