2009 CUSTOMER SATISFACTION SURVEY
Because of the low registration for our planned session in March of 2009, in February the Education Committee embarked on a customer satisfaction survey using the SurveyMonkey® internet tool, employing lessons learned in one of our 2008 education sessions (Have Your Customer Surveys Bear Fruit, Craig Cochran, April 2008). The purpose of the survey was to identify relevant topics for education sessions and to determine a reasonable cost of sessions. All CLMA Trillium Chapter members and all individuals who attended education sessions in the past two years were invited to respond. This survey contained only seven questions and took no more than 15 minutes to complete. What we learned from the survey was:
• Quality Management, LEAN or Six Sigma, and Leadership are the top three topics of interest. However, there was also interest in topics devoted to human resources, regulatory issues, finance or budgeting and technology.
• In the workplace, shortages of human resources and budget cuts may impact on registration for educational sessions.
• People are willing to pay between $100 and $199 for a one-day session.
• The majority of members expect a discount of 25%.
• Face-to-face delivery is the format of choice, but there is some interest in internet options. This information will be used by the committee to plan future education sessions.
Current CLMA Trillium Chapter Educational Sessions
The Clinical Laboratory Management Association Trillium Chapter is pleased to present
Two half-day morning workshops
Take Your Quality System to the Next Level
Internal Auditing
Thursday October 7, 2010
Management Review
Friday November 26, 2010
Joseph Brant Memorial Hospital
1230 North Shore Blvd E.
Burlington, Ontario L7S 1W7
Bodkin Auditorium
8:00 am – 12:30 pm (Registration and Continental Breakfast at 7:30 am)
Following an introductory review of OLA accreditation requirements, Ontario laboratory personnel will share how they planned and implemented internal audits and management reviews.
Cost: CLMA Members $99.00 per session or $150.00 for both
Non-members $130.00 per session or $195.00 for both
Numbers are limited so register early online
For upcoming events, see the calendar and events pages.
Registration deadline is September 15, 2010
CSMLS Courses
The Canadian Society for Medical Laboratory Science (CSMLS) also offers educational courses that might be of interest to Trillium Chapter members or other laboratory professionals. Many of these courses are available on-line or through distance education. Check out their current calendar at:
http://www.csmls.org/CE/
Past CLMA Trillium Chapter Educational Sessions
2010
February 2, 2010: Updates from CIHI on Important New Projects Affecting Medical Laboratories
April 30, 2010: The Balancing Act in Employee Engagement
October 7, 2010: Taking Your Quality System to the Next Level – Internal Auditing
November 26, 2010: Taking Your Quality System to the Next Level – Management Review
2009
May 29, 2009: The Power of Business Literacy (SmartLab)
October 30, 2009: Managing People Through Change
2008
November 12, 2008: Seeing your Lab through a “LEAN” Eye
April 25, 2008: Have Your Customer Surveys Bear Fruit
April 24, 2008: Have Your Customer Surveys Bear Fruit
February 21-22, 2008: Improving Critical Thinking and Strategic Problem Solving Skills (in conjunction with York University Schulich School of Business)
2007
October 26, 2007: Improving Patient Safety from the Laboratory (SmartLab)
October 26, 2007: Align New Leaders with Success Management (SmartLab)
April 16, 2007: From Overload to Balanced Living: Workload Logistics
February 22-23, 2007: Successfully Coaching and Mentoring Individuals and teams (in conjunction with York University Schulich School of Business)
2006
October 30, 2006: Seek and You Shall Find: the Power of Internal Audits
October 31, 2006: Seek and You Shall Find: the Power of Internal Audits
June 2, 2006: How Safe is Your Laboratory?
June 6, 2006: How Safe is Your Laboratory?
February 13, 2006: Monitoring Laboratory Quality and Progress
February 14, 2006: Monitoring Laboratory Quality and Progress
2005
June 17, 2005: A Few Good Indicators – Developing Useful Quality Measures
February 25, 2005: Conducting Effective Management Reviews
2004
May 20, 21, 2004: Training and Competence Assessment in the Medical Laboratory
February 23-24, 2004: Managing Change in Your Organization (in conjunction with York University Schulich School of Business)
2003
November 14, 2003: Establishing Ensuring and Assessing Competence
January 23-24, 2003: Negotiating For Success (in conjunction with York University Schulich School of Business)
2002
November 21, 2002: It’s Not Just SOPs Any More
November 22, 2002: It’s Not Just SOPs Any More
November 25, 2002: It’s Not Just SOPs Any More
May 3, 2002: The Roadmap to Quality - Part 3 – Implementing ISO
February 19-21, 2002: Strategic Management (in conjunction with York University Schulich School of Business)
2001
Oct 19, 2001: The Roadmap to Quality - Part 2 – Quality Initiatives
May 4, 2001: The Roadmap to Quality - Part I – Quality Essentials
January, 2001: Facilitative Leadership (in conjunction with York University Schulich School of Business)
Send Feedback about the education sessions and suggestions for future courses
