examining optimise

best-in-class. Platt, Executive Vice President for Medical
Affairs and Chief Medical Officer.xerox.

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* Leaders employ change structures that involve management and employees
at all levels. Ronald I.
Overall, the program is designed to enhance physician care with frequent
member monitoring and support services, particularly between office visits. So with the customer's
permission, Sentinel e-mails a simple question to every worker that
relies on Xerox at specific customer sites: "Do you have any problem,
comment or suggestion for Xerox?"
That question may sound like a standard customer satisfaction
survey, but Sentinel is about as much like one as radar is like a
flashlight.
That way Sentinel catches emerging problems .com/news.

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best-in-class. NEW YORK, HIP Health Plan of New York today
announced the introduction of a new disease management program to help its
high-risk Medicare members living with diabetes, congestive heart failure, or
both. Or, they can access care through a network
of physicians practicing in their own offices., according to Vince Vaccarelli and Barbara von
Bergman, managers of the Xerox Business Research Group and inventors
of the system.

isolation downloaded

Top findings from the change management benchmarking study include:

* Strategic planning and competitive threats surface the need for change.com .

NOTE TO EDITORS: *Adaptive Enterprises: Creating and Leading
Sense-And-Respond Organizations, Stephan Haeckel, 2001.

federally equal

com/rr649. It is available in English, Spanish,
Chinese and Korean.
In the pilot installation, customer satisfaction rates rose to
above 95 percent, and Xerox was able to tabulate and report on
problems, learn from comments and suggestions, and document
satisfaction with pages of compliments.

optimise designated

* Take specific steps to manage change, including communicating the need
for change, developing a business case and training people for change.
* Identify obstacles to positive change such as unsupportive management
behavior, lack of communication and shifting focus or priorities. It conditions customers to give feedback because they know it
will be acted upon.

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XLHealth, one of the nation's leading chronic illness care management
companies, was selected by HIP to help administer the program.

Business Editors

ROCHESTER, N. Happy workers simply delete
the e-mail or click on a happy face and write a comment or suggestion,
but people with problems click on a frowning face, opening a dialog
box and starting what is known as an "adaptive loop*," Vaccarelli
said.

diminishing disseminate

HIP Introduces New Chronic Disease Management Program For High-Risk Medicare Members with Diabetes or Congestive Heart Failure

Rural communities often have different health and safety priorities because of their isolation and/or the nature of work and recreation undertaken.

underway funded

Sentinel conditions Xerox and its customers as effectively as
feedback systems used by NASA condition astronauts to react to
emergencies, according to Vaccarelli. It teaches Xerox people to sense
what's going on and make adjustments in real time, instead of waiting
for a customer complaint and then following with protracted problem
solving. A future
version of the system could integrate text mining and pattern
recognition capabilities -- developed by Xerox researchers -- to
continuously monitor and learn from customer problems and experiences,
building on a Sentinel knowledge base to communicate with customers,
suggest solutions, and short-circuit potential problems.

designated menzies

"Our intention is to help members live a
fuller, healthier life."
HIP and XLHealth will select qualified members in need of added care for
diabetes and or congestive heart failure.

eligibility examining

C.Y. So far, it is being used in some 40 major
customer accounts.

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htm , is the result of surveys, roundtable
discussions and presentations with executives at more than 70 of the world's
most successful companies. In addition, the study contains up-to-date metrics
that enable companies to perform gap analyses to evaluate current performance
and identify improvement opportunities. Alternatively, they may see doctors in medical centers
associated with leading hospitals. It differs in both scope and execution, according to
Vaccarelli.

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* Articulation of a clear and compelling business case for change
increases change success. Members may see
doctors organized and practicing in large multidisciplinary medical groups in
medical centers.

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This new study highlights how more than 70
companies manage and sustain change through effective planning, leadership,
employee involvement and communication. Change management best practices and
metrics included in this report will help companies:

* Identify the need for change through competitive threats, strategic
planning and market research.
* Use techniques, such as team communication or the re-communication of
goals, to deal with resistance.
HIP is unique in the way it provides access to health care.

More important, it
routes problems for immediate resolution.

menzies isolation

Inside Innovation at Xerox: a Periodic Glimpse at Work in Progress; Company Develops Innovative System That Rethinks Customer Satisfaction to Rapidly Get Feedb

In fact, the Sentinel pilot was so effective that Xerox plans to
expand it around the world.
XEROX(R) is a trademark of XEROX CORPORATION.

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Download an online summary of "Lessons Learned in Managing Change" at
http://www.htm
For more information about this report or other benchmarking reports ,
contact Cameron Tew at (919) 767-9246 or at ctew@best-in-class.

hazards federally

Conquering the Market Roller Coaster: Research Reveals How Top Companies Manage Change

best-in-class.com . Please visit our Web site,
hipusa .
While traditional satisfaction surveys are administered
periodically to a sampling of people , Sentinel e-mails a monthly
"check-in" to everyone at the customer site who might rely on Xerox in
any way.

federally inaccessible

* Consistent, supportive, and visible leadership is critical.
HIP Health Plan is the largest HMO in New York City based on membership.
What started as a customer satisfaction measurement tool could
cause Xerox to rethink the way it delivers customer service.

For more information about Xerox, visit www.

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* Successful change managers ensure ongoing communication across all
fronts.com/rr649. The services will include: nurses
available as needed; in-home, high-tech electronic monitoring services for
members who qualify and monitored by nurses who will share critical
information with physicians; health schedule reminders, including medications,
appointments and testing; education services; and, progress and goals reports.

menzies diminishing

The program is voluntary and is offered at no additional cost to
members.----If astronauts can
be conditioned to sense problems and respond to them, can a business
organization be conditioned in the same way? An innovative customer
satisfaction tool being developed by Xerox Corporation (NYSE: XRX)
behavioral specialists is showing that maybe it can.
A Web-based, supercharged customer relationship management system
that's unique enough for Xerox to patent, Sentinel defines customer
satisfaction as the absence of problems.

menzies hazards

CHAPEL HILL, N., The top three ways that
companies successfully manage change initiatives is by clearly communicating
the need for change, describing critical success factors and developing a
business case for change, according to findings from research and consulting
firm Best Practices, LLC.

"Lessons Learned in Managing Change," online at
http://www.
"We created the program to give our Medicare members, their doctors and
caregivers the support and added tools needed to better manage chronic
illness," said Dr.

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ABOUT BEST PRACTICES , LLC
Best Practices, LLC is a research and consulting firm that conducts work
based on the principle that organizations can chart a course to superior
economic performance by studying the best business practices, operating
tactics and winning strategies of world-class organizations.com , for additional information.
Originally designed to sense and respond to customer problems, the
Sentinel Customer Satisfaction Assurance System(TM) actually modified
organizational behavior when it was tested by Xerox and its research
partner IBRC Inc.

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* Employ executive or cross-functional teams to manage change. For more
information, call 919-403-0251 or visit http://www.
Respondents are linked to a Web site where they explain the
problem in their own words. The system instantly and automatically
notifies the designated Xerox account manager that there is a problem,
creates an electronic problem ticket, prompts an immediate telephone
call to the worker, and activates a tenacious adaptive loop that keeps
the issue on Xerox's front burner until the worker confirms that the
problem has been resolved.