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HBOK 1-577

Title Finding a Satisfactory Way to Measure the Healthcare Experience
Author(s) Arup Ranjan Mukhopadhyay and Sadhan Kumar Ghosh
Source Six Sigma Forum Magazine
Topic Listening to Customers

Qualities of Customer-Focused Organizations

Performance Measurement

Abstract To create a holistic business management or quality system, a focus on customer and employee satisfaction is required in addition to the bottom-line improvements provided by Six Sigma. Employee satisfaction is particularly important for service industries because it leads to increased productivity and improved customer satisfaction. In a study conducted in a private hospital in India, the requirements and drivers for customer and employee satisfaction have been established, in addition to the means of prioritization for further improvement. Furthermore, the method of measuring satisfaction is laid out for ready implementation with the help of Six Sigma metrics.
Access Restrictions ASQ members and journal subscribers
Link for .PDF http://asq.org/six-sigma/2007/11/customer-satisfaction-and-value/measure-the-healthcare-experience.pdf
Link for HTML None
Reference Code 1-577

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