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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.

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  • 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