Customer Listening Posts at an award winning healthcare organisation

Intentional listening was an essential component of the Operating Principles and culture at Southcentral Foundation (SCF), an Alaska Native nonprofit healthcare organisation and winner of the 2011 Malcolm Baldrige National Quality Award. SCF used listening post data and information to identify changing health care needs and to look for areas of opportunity to become more Customer-Owners (C-O) focussed. SCF also used social media tools to solicit and assist in the capture of electronic C-O feedba...

BPIR Categories

1.1.7 Review customer listening & learning methods
1.1.4 Conduct customer interviews/focus groups
1.3.2 Determine & provide customer contact mechanisms