Customer - Addiction Technology Transfer Center (ATTC) Network

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Tag: Customer

Change Project 911: Customers don’t notice improvements

Published: 10/18/2021

Mat Roosa, LCSW-RNIATx Coach How do we know if a change is an improvement? Change teams and change leaders ask this question frequently. It often refers to the measures and data they’re using to monitor change results. But there is another and perhaps more meaningful way to ask this question: How do our customers know […]

NIATx Essential Tools: The Walk-through That Almost Never Happened

Published: 11/06/2019

Mat Roosa, LCSW-R NIATx Coach During the early days of NIATx, I was working for an agency, and decided to do a walk-through of the intake process at a community residential program for people with co-occurring mental illness and substance use disorders. The entire walk-through process was very helpful, and resulted in some significant changes […]

How do you spell EKG?

Published: 12/11/2017

December 12, 2017 Maureen Fitzgerald ATTC Network NIATx The story behind the NIATx walk-through If you've done a NIATx change project, chances are it started with a walk-through. It's is one of the essential tools that change teams use to experience their organization’s services exactly as a customer would. NIATx Director Dave Gustafson says that […]