To gain intelligience on services provided by competitors, Southcentral Foundation (SCF), an Alaska Native nonprofit healthcare organisation and winner of the 2011 Malcolm Baldrige National Quality Award, sourced information on the satisfaction of its Customer-Owners (CO) and other stakeholders, relative to their satisfaction with competitors in the state. A CO satisfaction survey provided national comparisons to other health care organisations via the Consumer Assessment of Healthcare Provider ...

BPIR Categories

2.1.1 Analyse & understand competition
1.1.1 Customer performance/satisfaction measurement

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