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HBOK 1-523

Title Finding the Voice of the Healthcare Customer
Author(s) Amanda Hankel
Source Healthcare Division
Topic Listening to Customers
Abstract The quality management system customer-centered culture (C3) method is relevant to any industry but as Robin Lawton told Healthcare Update in a recent interview, it may be particularly beneficial in healthcare, where identifying the customer and defining the product can often be especially unclear. The end-user customer for a specific product is not always the patient.
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Reference Code 1-523

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