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  • Title: Customer information and the quality improvement process: developing a customer information system.
    Author: Orme CN, Parsons RJ, McBride GZ.
    Journal: Hosp Health Serv Adm; 1992; 37(2):197-212. PubMed ID: 10118587.
    Abstract:
    As growing numbers of health care organizations institute quality improvement programs, the demand within these organizations for reliable information about customers increases. By establishing a customer information system (CIS)--a model for collecting, archiving, and accessing customer information--health care organizations can eliminate the duplication of research, ensure that customer information is properly collected and interpreted, and provide decision makers access to better, more reliable customer information. Customer-supplier relationships are defined, guidelines for determining information needs are provided, and ways to set up and manage a CIS are suggested.
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