title: The development of a customer excellence master plan.
authors.affiliation: Strategic Services, Ephrata Community Hospital, Ephrata, Pennsylvania, USA.
authors.forename: William J
authors.initials: WJ
authors.lastname: Lafferty
mesh_terms: D019985:Benchmarking; D003258:Consumer Behavior; D019033:Delivery of Health Care, Integrated / Q000592:standards*; D006297:Health Services Accessibility; D006788:Hospitals, Voluntary / Q000458:organization & administration* / Q000592:standards; D006801:Humans; D019982:Organizational Case Studies; D010934:Planning Techniques; D017749:Total Quality Management / Q000458:organization & administration*; D014481:United States