Exclusive Content & Downloads from ASQ

External Measures of Customer Satisfaction in Education: TQM, Healthcare Education and Customer Satisfaction

Summary: A major challenge for educators implementing the precepts of total quality management is measuring external customer satisfaction. The US Army Medical Department (AMEDD) Center and School uses a combination of mutually supporting methods, including on-site evaluation teams, simulated combat evaluation, and feedback and reviews. Considering its major training "product" to be the newly trained medical soldier, the school approaches understanding customer needs and expectations by determining whether the training it provides has a value added dimension to organizations employing program graduates.

Anyone with a subscription, including Site and Enterprise members, can access this article.

Other Ways to Access content:

Join ASQ

Join ASQ as a Full member. Enjoy all the ASQ member benefits including access to many online articles.

Subscribe to Journal for Quality and Participation

Access this and ALL OTHER Journal for Quality and Participation online articles. You'll also receive the print version by mail.

  • Topics: Customer Satisfaction and Value
  • Keywords: US Army Medical Dept (AMEDD) Center & School, On-site evaluation teams, Simulated combat evaluation, Feedback and review, Customer satisfaction measurement
  • Author: Richards, John D.; Cloutier, Marc G.
  • Journal: Journal for Quality and Participation