Biomedical subjects
Publications and source records attributed to E E Scheuing.
Customers are the lifeblood of any organization. Without them, it loses its meaning and purpose. Customers provide incentive, vitality, and growth. Serving them well requires a customer-focused culture and a customer-friendly system. It also requires unrelenting effort toward continuous improvement, but the rewards are well worth the effort: unflinching customer loyalty, sustainable growth, and impressive performance.
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.