Creating a quality culture in your organization.
Service quality is the great differentiator of the 1990s. It means understanding and consistently meeting customer requirements. A lack of complaints is a poor indicator of customer satisfaction. Reliability is the most important factor affecting your customers' perception of quality. This article outlines a do-it-yourself process for creating and enhancing a quality culture in a clinical laboratory. This process requires understanding the nature and importance of quality; adopting quality goals and performance measurements; asking for customer input; rewarding satisfactory performance; creating self-managed teams that aim for continuous improvement; and encouraging unrelenting service directed at delighting customers. In a competitive marketplace, quality is the great differentiator that pays impressive dividends.
Scheuing
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Business Research Institute, St. John's University, NY.
D003258:Consumer Behavior; D007324:Institutional Management Teams / Q000458:organization & administration; D007753:Laboratories / Q000592:standards*; D007857:Leadership; D017056:Medical Laboratory Personnel / Q000592:standards; D015279:Organizational Culture; D010934:Planning Techniques; D011785:Quality Assurance, Health Care / Q000458:organization & administration*; D014481:United States