The Quality Improvement Challenge. Richard J. Banchs

the healthcare environment, we call a “customer”the supplier of a product or service,the person who does the work,the person who provides a product or service,the person who receives a product or service: the end user, orthe goal of the improvement project.

      3 Which of the following statements is TRUE?The customer is the person who requires and benefits from our work product.In healthcare, the customer is always the patient.Providers and hospital staff are always the stakeholders, never the customers.Patients are the internal customers.Providers and staff are the external customers.

      4 All the following statements regarding the VOC are true EXCEPTthe VOC defines needs and requirements of the customer,the VOC is how the customer defines quality,the VOC is always clear and needs no further clarification,the VOC sets the priorities of the QI project, orthe VOC helps focus improvement efforts.

      5 Critical Customer Requirementsfacilitate prioritizing the most important issues to address,translate very general and difficult to measure customer needs and desires,need to be specific and measurable,allow us to organize and categorize customer needs and expectations, orall of the above

       Key: 1c, 2d, 3a, 4c, 5e