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Leveraging Lean in Ancillary Hospital Services
book

Leveraging Lean in Ancillary Hospital Services

by Charles Protzman, Joyce Kerpchar, George Mayzell
December 2014
Intermediate to advanced content levelIntermediate to advanced
354 pages
15h 2m
English
Productivity Press
Content preview from Leveraging Lean in Ancillary Hospital Services
71Lean Foundation
CustomeR quaLity index
As you begin to appreciate what the customer sees as value, the Customer Quality Index may be
benecial. The Customer Quality Index will help determine where one desires to be positioned in
the marketplace by visually allowing one to plot services, products, etc., related to price vs. quality.
kano modeL
We recommend that everyone becomes familiar with the Kano
10
model of customer satisfaction
(Figure 4.6). As we go through our Lean initiatives and make improvements, we must not lose sight
of the fact that, as customers of healthcare products and services, all patients and purchasers expect
a “basic le
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Publisher Resources

ISBN: 9781482237290