Kelley Dillon, Misty Bevard-Pierce

Creating a Culture for Sustainable Change What would an organization gain if its front-line staff took complete responsibility for the customer?s first impression? This session will walk participants through Henry Ford Health System?s journey to transform the Customer Service Representatives at its 32 medical centers into Chief First Impression Officers. The cultural transformation includes identifying and training ?vital behaviors,? hardwiring physical environment considerations and promoting accountability, sustainability and measurement. Culture, Frontline/Ancillary