The Schneck Medical Centre (SMC), a US nonprofit medical centre and winner of the 2011 Malcolm Baldrige National Quality Award, employed its Service Recovery Process to resolve and follow-up to customer complaints, to aggregate complaints, to identify trends, and to drive performance improvement. Complaints were captured throughout the organisation and seen as opportunities to improve. Staff were empowered and encouraged to solicit and resolve complaints through routine training, education, and ...

BPIR Categories

7.3.2 Manage customer complaints

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