Pilgram P B
Baptist Memorial Hospital, Memphis, TN.
J Healthc Qual. 1993 Jan-Feb;15(1):29-33. doi: 10.1111/j.1945-1474.1993.tb00075.x.
In a quality environment, improvement starts with a commitment from top management and flows down to all levels in the organization. One of the many ways in which an organization can demonstrate this commitment is by first listening to customers and then taking actions to improve services based on the identified needs of those the organization serves. This article describes a quality process in action and demonstrates how teamwork and commitment can produce the desired outcome: customer satisfaction.
在优质的环境中，改进始于高层管理的承诺，并向下延伸至组织的各个层面。组织展示这种承诺的众多方式之一是首先倾听客户意见，然后根据所服务对象已确定的需求采取行动改进服务。本文描述了一个实际运作的质量流程，并展示了团队合作和承诺如何能产生预期的结果：客户满意度。
