This includes collecting lessons learned after a project is completed. But
because technology adoption among seniors tends to be low, it can be difficult
to collect feedback and measure customer satisfaction. So Mr. Smith’s team
reaches out to seniors personally to determine how successful recent projects
have been—and where there is still work to be done.
“Our management conversations are exclusively over the phone and in
person. It is all paper-based, one-to-one interaction,” says Mr. Smith.
To make the process more efficient, Brookdale is working to implement an online portal that will allow the organization to streamline
communications with seniors, their family members and healthcare
providers. In the meantime, Mr. Smith advises his project managers to
spend more time in the field engaging with stakeholders—individually
and in small groups.
“There is no better way to collect meaningful feedback than seeing and
hearing it for yourself,” he says. PM
—Andrew Smith, PMP,
Brookdale Senior Living,
Nashville, Tennessee, USA
Toyota’s Human Support Robot
helps a patient, top left. Below,