Hartley R, Turner R
North West Health Service, Tamworth, NSW, Australia.
J Qual Clin Pract. 1995 Mar;15(1):3-10.
Staff morale can be an indicator of an organization's progress towards developing a customer-focused culture, which is necessary for delivering quality services. While not a new concept, customer focus is the force that drives Quality Management. It is, however, only one of the essential components of quality management. The methodology for assessing staff morale and relating it to customer satisfaction in a large rural hospital is outlined and discussed. Results suggest that staff are willing to respond to the present external customer focus initiative demanded by the New South Wales Health Department, provided management plays its role in creating a work environment conducive to the delivery of satisfying services.
员工士气可以作为一个组织在发展以客户为中心的文化方面取得进展的指标，而这种文化对于提供优质服务是必不可少的。以客户为中心虽然不是一个新概念，但它是推动质量管理的力量。然而，它只是质量管理的基本组成部分之一。本文概述并讨论了在一家大型乡村医院评估员工士气并将其与客户满意度相关联的方法。结果表明，只要管理层发挥作用营造一个有利于提供令人满意服务的工作环境，员工就愿意响应新南威尔士州卫生部当前要求关注外部客户的倡议。
