Customer Needs Assessment drives innovation at an award winning Veterans Affairs Clinical Trials Centre

Because each trial needed a unique product offering, the 2009 Malcolm Baldrige National Quality Award (Non-Profit Sector) award winning US Veterans Affairs Clinical Research Pharmacy Coordinating Centre (VACSP), a clinical trial management organisation, developed a rigorous systematic approach to meet specific customer requirements. For federal and industry (extramural) customers, initial customer requirements were determined from the trial request. Additional extramural customer requirements we...

BPIR Categories

1.2.3 Identify new innovations that meet customer needs
4.1.1 Identify market segments & target customers
2.2.4 Formulate and review business unit strategy