In order to offer a more customer- centric healthcare, companies are nowadays experimenting by reinventing their internal culture. There exist some key traits that are part of any customer- centric culture. The first of these is that they are externally focused, as opposed to the inward facing ones. One such healthcare provider is Flatiron. These kinds of companies also rely on a flat and egalitarian talent management structure, unlike the hierarchical ones of yore. They focus on broader performance measures, and not merely to the narrow financial indicators. While they obviously start with a strong company vision, that is never rigid enough to not allow for improvisations. The process focused firms are much more rigid by contrast. Strong communication and collaboration networks need to be curated within the firm.

Source:https://www.strategy-business.com/article/Using-culture-to-offer-more-customer-centric-healthcare?gko=d0024

Uploaded Date:02 November 2019