Mid-America Transplant Services (MTS), a US non-profit organ procurement organisation and winner of the 2015 Baldrige National Quality Award, communicated with its customers via its VOC system. Due to the confidential nature of donation, social media was not used as a vehicle of operational communication with customers. However, capitalising on technology, MTS created and shared Lifesaving Innovations, an interactive website that provided a behind the scenes look at the state of the art practice...

BPIR Categories

13.1 Develop and manage supplier/customer partnerships
1.3.2 Determine & provide customer contact mechanisms

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