Development of a customer service program in a large, multi-site blood bank

The concepts of Total Quality Management (TQM) and Continuous Quality Improvement (CQI) have been widely applied but not in the unique ambulatory care setting represented by Irwin Memorial Blood Centers (IMBC). The traditional definition of quality for blood banks has been concerned with the products offered to physicians, hospitals and patients. This program expanded the definition to include customer service. A Quality of Service Steering Committee (QSSC) identified the needs and requirements of Irwin's key customer groups as a first step in embarking on its Quality of Service Program (QSP).