The internal customer.
To realize the full potential of CQI, the needs of internal customers throughout the health care organization must be met. This is best done through a collaborative customer-supplier dialogue, where suppliers take the initiative to understand their internal customers' needs and make their own requirements clear. Unfortunately, physicians--the most critical group of internal customers--are unaccustomed to collaborative efforts and are often unwilling to participate in CQI training. The solution is to use the customer-supplier dialogue to understand physicians' unique needs so that they can be trained effectively and drawn into the CQI process.
Organizational Dynamics, Burlington, MA.
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Labovitz
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Lowenhaupt
D003258:Consumer Behavior; D007318:Inservice Training / Q000592:standards; D015274:Interdepartmental Relations; D008505:Medical Staff, Hospital / Q000193:education / Q000458:organization & administration*; D010934:Planning Techniques; D017749:Total Quality Management / Q000458:organization & administration*; D014481:United States