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HBOK 1-591

Title External Measures of Customer Satisfaction in Education Tqm, Healthcare Education and Customer Satisfaction
Author(s) John D. Richards and Marc G. Cloutier
Source Journal for Quality and Participation
Topic Listening to Customers

Workforce Development, Education and Training

Abstract A major challenge for educators implementing the precepts of total quality management is measuring external customer satisfaction. The U.S. Army Medical Department (AMEDD) Center and School uses a combination of mutually supporting methods, including on-site evaluation teams, simulated combat evaluation, and feedback and reviews. Considering its major training “product” to be the newly trained medical soldier, the school approaches understanding customer needs and expectations by determining whether the training it provides has a value added dimension to organizations employing program graduates.
Access Restrictions ASQ members and journal subscribers
Link for .PDF http://www.asq.org/data/subscriptions/jqp_open/1993/jan_feb/jqpv16i1richards.pdf
Link for HTML None
Reference Code 1-591

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