Читать книгу The Quality Improvement Challenge - Richard J. Banchs - Страница 75

A successful improvement project cannot be launched on the basis of our opinions, beliefs, or assumptions about the problem. It must be substantiated by a true assessment of the situation that includes a clear understanding of the nature of the problem from the perspective of the internal or external customer.

The Voice of the Customer (VOC) is the expression of the collective needs, wants, preferences, and expectations of the customers.

The first step in finding the “Right Problem” is to understand and define the problem from the perspective of the customer. The VOC uses the customer’s input to define the needs and requirements of the service or care that is being provided. As discussed previously, customers can be patients, providers, or staff. The VOC is critical to the project team because

 It helps us understand the main drivers of quality and customer satisfaction.

 It allow us to focus our improvement efforts.

 It sets the priorities, scope, and goals for the project.

Quotable quote: “The first step in exceeding your patients’ expectations is to know those expectations.” Roy H. Williams