Answer Happy

Tom is the new director of an urgent care facility. He
arrives for work on his first day and finds a line of four people
waiting at the intake desk. The intake clerk is speaking to someone
on the telephone and another employee is making copies at the copy
machine behind her. He overhears two customers conversing with each
other. “I come here because I can get blood drawn here before I go
to work. Now I’m going to be late!” to which the other customer
replies “Yeah…Me too. I only come here because they take my
insurance. Nothing else they do is right… She’s been on that phone
for 5 minutes and when she isn’t on the phone she is so
rude!” Answer the following questions regarding this
incident:
a. Why would a student of quality
management define what Tom observed as a “problem”?
b. Tom has learned several things
about customer requirements in this interlude. List and explain
these insights.
c. Name and describe the process Tom
should use to get and confirm a more detailed understanding of
those
aspects of
the urgent care experience that are important to his customers
directly from his customers.