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Lean

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“Customer First” Healthcare

abovethecrowd.com

DECEMBER 18, 2017

In their marvelous book, Lean Solutions , James Womack and Daniel Jones unpack what it means to apply the discipline of lean manufacturing to service industries. A recent study of online physician reviews found that 96% of complaints relate to customer service, and only 4% to quality of care. Do they conduct surveys?

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