By focussing on customer requirements before organisational direction was set, the Charleston Area Medical Centre Health System (CAMC), a US hospital system and winner of the 2015 Baldrige National Quality Award, created a workforce culture that fostered customer engagement and delivered a consistently positive experience for customers. Senior Leaders (SL) created an environment for innovation and intelligent risk taking through the Innovation System, and CAMC’s Innovation Culture supported ...

BPIR Categories

8.1.1 Leaders develop/manage org culture,vision&values
1.3.1 Build customer relationships

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