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Updated: Aug 8, 2026
14:32
Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
Published on: February 16, 2011
Using industrial models and strategic planning to improve customer service
1Cedars-Sinai Medical Care Foundation, CA, USA.
Clinical Laboratory Management Review : Official Publication of the Clinical Laboratory Management Association
|August 5, 1997
Summary
The laboratory industry can enhance customer service by adopting strategies from the automotive sector. Learning from Saturn
Area of Science:
- Quality Assurance
- Customer Relationship Management
- Service Industry Innovation
Background:
- The laboratory industry previously adopted quality assurance principles from the Japanese automotive sector, inspired by Deming's teachings.
- Current customer service models in laboratories may not fully meet evolving client expectations.
Purpose of the Study:
- To explore innovative customer service strategies applicable to the laboratory industry.
- To identify transferable best practices from successful customer-centric businesses.
Main Methods:
- Analysis of customer interaction points within the laboratory service model.
- Case study examination of Saturn's customer relationship management approach.
- Benchmarking laboratory service against leading customer service practices.
Main Results:
- Saturn's model focuses on exceeding customer expectations at every touchpoint.
- Identifying and optimizing all points of customer contact is crucial for service enhancement.
- A proactive approach to customer engagement can lead to superior service delivery.
Conclusions:
- The laboratory industry should emulate Saturn's customer-centric model to advance service quality.
- Implementing a strategy that anticipates and exceeds client needs at all interfaces is key.
- Future laboratory success hinges on revolutionizing customer service through strategic engagement.
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