Customer Engagement

Customer Engagement

The term “customer engagement” refers to your patients’ and/or stakeholders’ investment in or commitment to your organization and health care service offerings. It is based on your ongoing ability to serve their needs and build relationships so they will actively seek and provide positive referrals for your health care services. Characteristics of customer engagement include their loyalty, their willingness to make an effort to seek health care services from your organization, and their willingness to actively advocate for and recommend your organization and health care service offerings.

Thank you for using the only truly integrated Baldrige Glossary available anywhere. Paul

Great news: You can now download an MS Word version of the Baldrige Criteria

The 2012 Baldrige ARTICULATED Criteria . . . the Criteria made practical . . . approved for use in 20+ national quality award programs

(ARTICULATED = Improved understanding + More efficient = More practical)


Word PDF	Word PDF

(Articulated Criteria versions have been downloaded thousands of times daily)

2012 Baldrige Criteria Response Templates . . . accelerating excellence

Live, interactive and free Web Demo

Please call 1 425 633 2960 or email ToQual@gmail.com to set up a no charge live Web Demo. This session is interactive. So, you and your colleagues can ask questions and 'test drive' the templates. If you have 5 minutes, there is no better way to see what you are getting.

New for 2012: Thanks to user feedback, the Criteria Response Templates are now linked directly to the areas of the Criteria they address

Classic 'Quality Gurus Summit' photo (Click on photo for larger version)