Читать книгу The Quality Improvement Challenge - Richard J. Banchs - Страница 73

Within the care process, the professionals who receive the end product of a process (customers) can become, in turn, the professionals who do the work and supply services for customers of the next process. Depending on your perspective and the process you are trying to improve, a person can be the customer of a process, or the frontline professional delivering a service to another customer: a stakeholder. The customer who receives a service (the output of a process) may become the person who supplies services for the next process. The problem you are trying to address and the process you are trying to fix will determine which customer you should consider. That is why clarity about the process’s start and end is so important. The process limits determine who you consider the customer and who are the stakeholders (the people that do the work).