PRACTICE EXERCISE 5: MEETING CUSTOMER EXPECTATIONS

Objective To encourage practice managers or care providers to identify customer expectations and measure whether these expectations are being met.

Instructions

1. Write a brief description of your organizational setting in the following Customers Worksheet. This setting may be a practice, department, or program.

2. Identify your customers (recipients or beneficiaries of your services, such as patients or clients, other caregivers, providers, and stakeholders), and write them in the first column of the Customers Worksheet.

3. Complete the remaining columns of the worksheet for each customer listed in the first column.

4. Explain worksheet with at least 25 lines.

Organizational Setting:

Customers Worksheet Organizational Setting: How I Can Measure What I Do to Meet Whether I Met That Customer Expectation That Expectation Expectation