title: Using industrial models and strategic planning to improve customer service.
abstract: Years ago, the laboratory industry took a cue from what Demming taught the Japanese car industry to improve the way it approached quality assurance; now it's time to learn from an American car manufacturer to step into the future of customer service. The Saturn company has instituted a revolutionary way to relate to their customers. They have carefully identified every single point of contact with them and then made it their business to not just meet, but to exceed the expectations of clients and future clients at each and every interface.
authors.affiliation: Cedars-Sinai Medical Care Foundation, CA, USA.
authors.forename: P
authors.initials: P
authors.lastname: Tessier
mesh_terms: D003142:Communication; D003258:Consumer Behavior; D006801:Humans; D007753:Laboratories / Q000458:organization & administration / Q000592:standards*; D011340:Problem Solving; D017749:Total Quality Management / Q000379:methods*; D014481:United States