Schneck Medical Centre (SMC), a US nonprofit medical centre and winner of the 2011 Malcolm Baldrige National Quality Award, innovated health care offerings based on patient and stakeholder requirements identified through VOC and other listening tools. Input captured from patients, physicians, community, etc., were validated during the Strategic Planning Process (SPP), where inputs were analysed, a SWOT analysis completed, strategic advantages and challenges defined, and strategies (including new...

BPIR Categories

3.2.1 Translate customer needs into product requirements
6.4.1 Improve process/service performance

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