The Operational Management Process (OMP) at Mid-America Transplant Services (MTS), a US non-profit organ procurement organisation and winner of the 2015 Baldrige National Quality Award, was managed through multiple channels, including the Strategic Thinking Process and the Performance Measurement System (PMS). The PMS ensured key metric requirements were measured, analysed, and benchmarked to drive increased performance. Strict adherence to processes ensured maximized outcomes and service. An e...

BPIR Categories

6.3.2 Provide the service
6.4.2 Implement systems for managing the service

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