To help improve its processes Studer Group (SG), a US healthcare consulting firm and winner of the 2010 Malcolm Baldrige National Quality Award (Small Business Sector), employed a seven step Complaint/Feedback Management Process. Comments or complaints received were analysed and, if possible, resolved immediately. The SG process owner logged complaints in a centralised database, assigns…

BPIR Categories

7.3.2 Manage customer complaints

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