Insist On The Highest Standards

Question 1

Describe a time when you refused to compromise your standards around quality/customer service, and so on. Who was your customer? What was the result?

Answer 1

Denise asking to call me on an evening on my cell phone

Question 2

Tell me about a time when you were unsatisfied with the status quo. What did you do to change it? What was the impact? Would you do anything
differently in the future?

Answer 2

Note taking process

Question 3

Tell me about a time when you worked to improve the quality of a product/service/solution that was already getting good customer feedback. Why did you think it needed improvement? How did customers react?

Answer 3

Uploading records

Question 4

Tell me about a time when you had to make a decision between standards and delivery. What tradeoffs did you have make? What was the outcome? Knowing what you know now, would you have done anything differently?

Answer 4

Quick training with staff

Question 5

Give me an example of a goal you’ve had where you wish you had done better. What was the goal? How could you have improved on it?

Answer 5

SC wrapping up with me

Question 6

Describe the most significant continuous improvement project that you led. What was the catalyst to this change and how did you go about it? What was the outcome?

Answer 6

Improving hospital performance (data!)