Leaders at the 2009 Malcolm Baldrige National Quality Award (Non-Profit Sector) award winning US Veterans Affairs Clinical Research Pharmacy Coordinating Centre (VACSP), an clinical trials organisation, welcomed candid, two-way communication. The Centre Director invited all employees to approach him with concerns, observations or suggestions, and senior leaders employed the "Management By Walking Around" principle. Key decisions and strategic goals were communicated via the annual Strategic Pla...

BPIR Categories

9.7.2 Provide mechanisms for internal communication
8.2.1 Leaders communicate with employees

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