The overarching approach to work process and product improvements at Mid-America Transplant Services (MTS), a US non-profit organ procurement organisation and winner of the 2015 Baldrige National Quality Award, was the Improvement and Innovation Process. Improvements were initiated through the Operational Management Process by utilising the Performance Measurement System and the Strategic Thinking Process to identify improvement opportunities. Through learning and strategic improvement, enhancem...

BPIR Categories

6.3.2 Provide the service
6.4.1 Improve process/service performance

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