Economic, political and demographic developments require greater customer orientation of preventative services, the key innovations of which lie in co-operational management, knowledge integration and media-supported communication. For this purpose a joint project entitled "Key Innovations for Preventative Services of the Future in Work and Health Protection" will be carried out with the support of the Federal Ministry for Research and Technology in diverse working packages. Goal: determining development potential - new approaches, new fields of activity - for preventative services based on market analysis of requirements and offers for the target group employees.
Generating and testing hypotheses (survey); formulation of assessment procedures and standards for use and acceptance of preventative services; exemplary analysis of the current and future situation with regard to requirements; analysis of the structure of the provider and the customers, qualification of the provider, nature of the market in the future
Different ("multiple") users mean diverse user expectations must be taken into account, which in each case must be defined by the provider in conjunction with the user. A company as customer/purchaser of services requires an object with overlapping benefits (employer, employee, employee representation). Customer orientation requires knowledge of the customer and control of a balance of interests. This makes the service object the presentation of organisational development processes. The preventative service provider requires interdisciplinary foundations extending beyond specialist knowledge which are best made available with a multi-disciplinary team.
Cernavin, O.; Wilken, U.J. (Hrsg): Dienstleistung Prävention. Universum Verlag Wiesbaden 1998
-cross sectoral-Type of hazard:
Prävention, ArbeitnehmerDescription, key words:
Requirements analysis for preventative services, employees demand and define customer orientation