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Service agreements: an integral tool for ensuring customer satisfaction.
1Cleveland Clinic Foundation, OH 44195.
Journal of Healthcare Materiel Management
|September 6, 1991
Summary
This article details a unique quality tool: service agreements between material management and customers at Cleveland Clinic Foundation. This approach enhances operational efficiency and customer satisfaction.
Area of Science:
- Healthcare Administration
- Operations Management
- Quality Improvement
Background:
- The Cleveland Clinic Foundation sought innovative methods to improve material management services.
- Effective communication and accountability are crucial in healthcare supply chain management.
Purpose of the Study:
- To describe a novel quality tool implemented at the Cleveland Clinic Foundation.
- To evaluate the impact of service agreements on material management operations.
Main Methods:
- Implementation of formal service agreements between material management and its internal customers.
- Defined service level expectations and performance metrics within these agreements.
Main Results:
- Establishment of a structured framework for material management services.
- Improved clarity and accountability in service delivery.
Conclusions:
- Service agreements serve as a unique and effective quality tool in healthcare material management.
- This model can enhance operational efficiency and customer satisfaction within healthcare organizations.