Szablowski P A
Tretter Group, Inc., St. Louis, Missouri, USA.
Manag Care Q. 2000 Spring;8(2):11-21.
Many health care organizations are realizing the importance of understanding the needs and expectations of customers and prospective customers, coupled with developing services that best meet and exceed those expectations. These concepts represent an innovative yet fundamental approach to building success beyond the clinical aspects. To create, build on, and measure the "customer value factor" in its bottom line, health care organizations must (1) understand how meeting and exceeding the needs and expectations of customers will become the most significant differentiator of true business value, (2) learn how to develop realistic, measurable, and successful customer value processes within complex organizations, (3) understand how customer value can link with the power of strategic communications to become the new currency for the next millennium.
许多医疗保健机构都意识到了解客户及潜在客户的需求与期望的重要性，同时还要开发出最能满足并超越这些期望的服务。这些理念代表了一种创新且基础的方法，有助于在临床领域之外构建成功。为了在其底线中创造、建立并衡量“客户价值因素”，医疗保健机构必须：（1）明白满足并超越客户的需求与期望如何成为真正商业价值的最重要差异化因素；（2）学会如何在复杂的组织内开发切实可行、可衡量且成功的客户价值流程；（3）理解客户价值如何与战略沟通的力量相联系，从而成为下一个千年的新货币。
