CNG TY TNHH CNG NGH V XT NGHIM Y HC

PHNG TRANG THIT B

--------------------------***----------------------------

BI D THI
ti: Khch hng nui sng
chng ta

H Ni 2016
LI M U

Hng ng phng tro thi ua thng 6/2016 ca MEDLATEC, hng ng cuc thi
vit v ti Khch hng nui sng chng ta , phng Trang thit b, bng tm huyt
v c gng ca tp th phng, chng ti gi n cuc thi bi vit vi mong mun trc
ht thm mt ln na t nhc nh bn thn v trch nhim ca mnh i vi khch hng,
i vi s pht trin chung ca Cng ty. Mt khc, bng thc trch nhim ca nhng
nhn vin MEDLATEC, chng ti mun gp phn nh b ng gp nhng t tng ca
mnh v s nghim tc v n lc trong vic on kt, tn tm phc v khch hng, t
gp phn thc y s pht trin ca Cng ty trong tng lai.
Chng ti xin chn thnh cm n Ban Gim c, Ban gim kho v bn c
theo di bi vit. Chng ti cng ghi nhn v cm n mi s ng gp gip bi vit
c hon thin hn.
Phng Trang thit b xin trn trng cm n!

H Ni, ngy 26 thng 5 nm 2016

Tp th phng Trang thit b

Tri qua hn 20 nm hnh thnh v pht trin, MEDLATEC t c nhng

thnh cng ng t ho, t ghi tn mnh vo bn y t nc nh v th gii, v hn

ai ht, mi CBNV ca MEDLATEC u phi thc c rng yu t quan trng mang

li cho MEDLATEC thnh cng khng ai khc chnh l khch hng. Ngay t bui
u thnh lp, Nh sng lp MEDLATEC lun coi khch hng l trung tm ca mi
chin lc pht trin, l yu t quyt nh tng lai ca MEDLATEC. T tng lun
c cc th h CBNV ca MED chia s, nhc nh nhau coi l phng chm cho
mi hnh ng, mi vic lm mi v tr cng vic. i vi phng Trang thit b - n
v ra i mang trong mnh s mnh phc v, chng ti nghim tc tip thu quan im
ca Ban lnh o Cng ty v tm quan trng ca khch hng v hn th l thc c
chn l Khch hng nui sng chng ta, chng ti coi l kim ch nam cho mi
hnh ng ca phng, gn b s mnh ca mnh cho s pht trin ca Cng ty.
Khch hng, hiu theo ngha thng thng chnh l nhng ngi mua hng, s dng
dch v c tr ph ca doanh nghip, ni cch khc, khch hng chnh l nhng ngi
trc tip mang li thu nhp cho doanh nghip. Doanh nghip tn ti v pht trin khng
v li nhun trc mt m phi v mt li nhun lu di v bn vng. Vi vai tr l
ngi to ra doanh thu cho doanh nghip, ch c khch hng mi m ng c vai
tr ny. Tuy vy, s cnh tranh gay gt trn thng trng v ang t ra cho doanh
nghip nhiu thch thc. Khch hng ngy cng c nhiu s la chn i vi cng mt
loi hng ho hay dch v. Thch thc ny khng loi tr MEDLATEC ca chng ta, i
hi Chng ta cn c nhng bin php, chin lc c th khng ch tng thm khch
hng mi m quan trng hn l gi c cc khch hng tng tin tng s dng dch
v ca MED.
Ging nh cc bnh vin cng lp, khch hng ca MEDLATEC cng chnh l
nhng bnh nhn, nhng ngi s dng dch v khm cha bnh. Theo GS,TS. Nguyn
Anh Tr Vin trng vin Huyt hc v truyn mu Trung ng, Bnh nhn chnh l
ngi nui sng cn b nhn vin y t. Thng qua bo him, thng qua tin khm
cha bnh th bnh nhn ch thc ang nui sng nhng ngi nh chng ti.
chnh l mt thc t v tr thnh mt chn l! V chn l hon ton ng vi c
MEDLATEC, ng vi quan im chung ca Ban lnh o Cng ty. V vy khng c l
g m chng ta khng lm hi lng h (khch hng). Vic lm hi lng y khng cn

phi to tt c khi ch mt n ci, mt nh mt thm ch mt mi tim nh nhng cng

lm cho ngi bnh cm thy thoi mi v tin tng... Nh vy r rng chng ta c
nui sng l nh s hi lng ca khch hng.
Thit ngh, s hi lng ca khch hng khng ch t vic thm khm, ly mu bnh
phm cho bnh nhn, hay c chn on, cha tr ng cch, s hi lng bt u ngay
t n tng u tin khi khch hng t chn n MEDLATEC, l khi h c tip n,
ch dn chu o, c tip xc vi nhng nhn vin MEDLATEC hiu bit, tn tnh.
Vic i hi mi CBNV phi lun lun hc hi, to thi quen ng x lch s trong
giao tip.
Tuy khng phi l nhng ngi trc tip mang n dch v cho khch hng nhng
hng ngy phng Trang thit b chng ti cng lun c iu kin gp g, thm ch ch
dn cho khch hng v thng tin dch v khi khch hng cn. Do vy, tt c nhn vin
phng Trang thit b chng ti nhn thc su sc tinh thn , cng nhau n lc hc hi
lun to c n tng tt nht i vi khch hng mi lc, mi ni, mi thi
im, gp phn lm nn mt mt xch gip cho thng hiu Dch v tt ca
MEDLATEC ngy cng hon ho trong mt khch hng. Hn th, chng ti c gng
chia s, truyn ti tinh thn phc v khch hng ca MEDLATEC n vi tt c nhng
thnh vin mi gia nhp ngi nh MEDLATEC, coi l trch nhim, l s mnh cao c
ca ngi i trc, tinh thn y c duy tr, lan ta n cc th h sau.
i vi phng Trang thit b, s hi lng ca khch hng cn l khi c thm khm
bng nhng thit b tin tin, hin i, hot ng n nh, mang li cho khch hng s
yn tm tuyt i. Ngy nay, s pht trin nhanh chng ca khoa hc k thut, c bit
trong khm cha bnh i hi mi c s khm cha bnh nht thit phi khng ngng
cp nht, u t trang thit b hin i gip gim thi gian khm bnh cho bnh nhn,
tng tnh hiu qu trong chn on. Phng Trang thit b ra i chnh l gip sc cho
MEDLATEC lm tt vic , gin tip gip mang n s yn tm cho khch hng.
khng ph s k vng ca Ban lnh o Cng ty, phng Trang thit b lun c gng tm
hiu, cp nht v tham mu cho BG v thng tin ca thit b y t mi, tham mu, c
vn trong vic u t c s vt cht hin i m bo cn bng, hi ha li ch ca

MEDLATEC v khch hng, c gng lm sao khch hng khi n vi MEDLATEC

s c thm khm bng nhng my mc, trang thit b y t cht lng cao, tin tin,
hin i nht, m bo 100% my mc c h s chng minh ngun gc r rng, c
kim chun t cht lng trc khi phc v ngi dn.
Song song vi , vic m bo trang thit b y t ton Bnh vin lun hot ng tt,
p ng y nhu cu khm cha bnh cho bnh nhn cng chnh l trch nhim ca
phng Trang thit b. lm tt vic ny, nhn vin phng Trang thit b, c bit l cc
k s phi khng ngng hc hi, tm hiu v phng php khc phc s c ca thit b,
sng to trong cng vic, iu phi linh hot trang thit b m bo s lng cng nh
cht lng trang thit b phc v khm sc khe. Chng ti sn sng i sm, v khuya,
c gng ht sc mnh sa cha my, vn chuyn my, iu phi my sao cho m bo
tt nht cng tc khm cha bnh cho khch hng, MEDLATEC thc s mang n
Dch v tt, cng ngh cao cho mi ngi dn.
Ngoi khch hng chung ca tt c nhn vin MEDLATEC nhng ngi trc tip
s dng v tr ph dch v, vi vai tr l phng ban phc v, k tha v pht huy t
tng, quan im ca Ngi sng lp v khch hng, i vi Khi Hu cn ni chung,
v phng Trang thit b ni ring, khch hng chnh l tt c nhng ngi mang li thu
nhp cho MEDLATEC, nhng ngi chng ti c trch nhim phc v v cng vic
chung ca ton Cng ty. Theo ngha , khch hng ca phng Trang thit b chnh l
ton th CBNV ca MEDLATEC. Trc ht, l CBNV, khoa/phng hng ngy s
dng trang thit b y t mang n nhng dch v tt nht cho khch hng. Phng
Trang thit b coi nhng xut mua trang thit b, sa cha s c, cung cp thng tin
trang thit b, cc phn nh v vn trang thit b y t ca cc khoa/phng l nhng
n t hng, d l n gin hay phc tp cng u c gng ht mnh mang li dch
v tt nht cho khch hng ca mnh. Nu khoa phng chuyn mn ly nhng phn
nh ca khch hng lm c s khc phc hn ch, yu km th phng Trang thit b
chng ti ghi nhn nhng phn nh t cc khoa/phng nhc nh nhau cn tip tc n
lc ci thin cht lng cng vic, m bo phc v ngy mt tt hn, mang n s hi
lng cho CBNV, h thc s yn tm khi phc v khch hng chung ca Cng ty.

Quan im ca chng ti phc v Cng ty cng chnh l phc v khch hng. D

u, thi im no, cng vic g nm trong kh nng ca phng Trang thit b, chng ti
lun sn sng h tr vi tinh thn trch nhim cao nht, cho d cng vic khng
thuc chc nng, nhim v ca phng.
Khch hng ca phng Trang thit b cn l nhng ngi gp phn mang li thnh
cng cho MEDLATEC. H chnh l cc i tc cung cp trang thit b cho Cng ty. Tht
vy, tri qua chng ng hn 20 nm pht trin, chng ta khng th ph nhn cc i
tc gp phn quan trng cho s pht trin ca Cng ty nh ngy hm nay, c bit l cc
i tc ht sc gn b ngay t nhng ngy u thnh lp Cng ty. H l nhng n v
cho chng ta mn cc thit b my mc xt nghim tin tin, hin i chng ta cung
cp cc dch v xt nghim tt nht, tin tin nht cho khch hng. Mt khc, i ng k
s ca cc hng t my ti Cng ty cng lun sn sng h tr cc s c k thut, m
bo cho thit b c hot ng thng sut, p ng kp thi gian tr kt qu xt nghim
cho bnh nhn. D rng l s hp tc song song, hai bn cng c li nhng chng ta
ghi nhn, trn trng s hp tc . Cng theo ch trng ca Hi ng thnh vin Cng
ty, MEDLATEC cn pht trin trong s hi ha, hi ha y khng ch l s hi
ha li ch ca Cng ty vi khch hng, ca Cng ty vi CBNV m cn l s hi ha li
ch ca MEDLATEC vi cc i tc. Theo , chng ta cn tn trng i tc, lm sao
li ch ca i tc v li ch ca MEDLATEC thc s cn bng, hai bn cng song hnh
pht trin. Phng Trang thit b vi vai tr l trung gian kt ni cc hng t my vi
MEDLATEC, chng ti tip thu ch trng ca Ban lnh o Cng ty trong vic thit
lp, duy tr mi quan h vi cc i tc, lm tt vai tr l u mi lin h ng tin cy,
thu hiu nguyn vng ca i tc cng nh truyn ti ng n nhng ch trng ca
Cng ty n vi h. S hi lng ca cc i tc thc s mang li nhng li ch ng ghi
nhn cho Cng ty, l cc khon ti tr cho cc chng trnh, hi ngh do Cng ty t
chc, l cc u i, khuyn mi ha cht dnh cho MEDLATEC, l s u tin cho
vic x l, khc phc s c trang thit b, l nhng chia s, t vn hu ch trong qun l,
vn hnh trang thit b my mc,v thm ch h cng c th chnh l nhng khch
hng s dng dch v xt nghim, khm cha bnh ca MEDLATEC.

ng rng khch hng nui sng chng ta nhng vic chng ta sng nh th
no cng rt quan trng. Nh sng lp MEDLATEC ngay t khi thnh lp Cng ty
lun lun trn tr vic lm sao gia nh MEDLATEC ngy cng sung tc, thnh
vng, thu nhp ca nhng thnh vin MEDLATEC ngy cng c ci thin.
cng chnh l mong c khng th chi ci ca tt c chng ta. iu ng ngha vi
vic chng ta rt cn khch hng tin tng v s dng ngy cng nhiu dch v ca
MEDLATEC. Vy lm sao khch hng bit n v tin tng s dng dch v ca
chng ta ngy mt nhiu hn? Thc t chng minh rng cc doanh nghip c chin
lc v k hoch u t hiu qu ngun lc cho vic nng cao gi tr khch hng th
thng l cc doanh nghip dnh c th phn ln trong thng trng. 1 Vy ngun
lc nng cao gi tr khch hng ca chng ta l ai? Thit ngh khng ch phng
Marketing, phng Kinh doanh hay phng Chm sc khch hng mi lm c, chnh
mi chng ta u c mt phn trch nhim trong , chnh mi chng ta mi CBNV
ca MEDLATEC l mt knh qung b hiu qu cho hnh nh ca MEDLATEC n vi
khch hng. V vy, bn thn chng ta cn thc rng chng ta khng nhng cn l
nhn vin lm tt cng tc chuyn mn m cn phi bit chm sc khch hng, n lc
phc v tt nhu cu, thu hiu nguyn vng ca h.
MEDLATEC ca chng ta sp i ht na chng ng nm 2016, nhng g qua,
nhng g lm c, nhng g cn thit st,Phng Trang thit b nhn y nhn li
chng ng nm 2016 chng ti i, nhng mc tiu ln , ang v s phi hon
thnh. Chng ti vinh d c Ban gim c ghi nhn cng hin ca phng cho vic
chun b tt trang thit b, my mc cho PKK MEDLATEC 99 Trch Si, nhng n
lc ca phng v cng vic chung ca Cng ty trong Qu I va qua... Nhng chng ti
cng t nhn nhn rng bn thn vn cn nhiu hn ch cn khc phc, l nhng
xut ca khoa/phng i khi cha phc v chu o, l khi my mc gp s c m
bn thn khng kinh nghim khc phc, phi ch i, ph thuc k s cc hng n
sa cha, l khi trang thit b khm sc khe gp s c khi ang phc v ti cc n v
1 Josep B.Geraty, Chuyn gia cao cp T chc Customer Driven Research (M). http://www.lantabrand.com/cat1news591.html

khm,Tt c l nhng trn tr mi ngy ca chng ti, thi thc chng ti phi c
gng khng ngng.
Chng ng pha trc ca nm 2016 phng Trang thit b chng ti ng lng
quyt tm cng nhau thc hin tt k hoch nm 2016 c BG ph duyt. C gng
hn na trong vic m bo trang thit b my mc cho cc khoa/phng phc v khch
hng, phi hp hiu qu vi cc b phn lm tt hn mi cng vic, n lc mang nim
t ho v MEDLATEC n vi ng o khch hng, nng cao v th ca MEDLATEC
trong lng ng o ngi dn. V mt MEDLATEC pht trin v thnh vng! V
thng hiu Dch v tt, cng ngh cao sng mi trong nim tin ca mi khch hng.