Quality Improvement—Give and Get We’ve seen those postcard-size “comment” cards and “suggestion” boxes, responded to new-car-owner “Customer Satisfaction Surveys,” and possibly chatted by phone or online with the company CEO as part of a quality improvement program. We've been consumers of goods and services that may or may not have satisfied our needs. ... Article
Article  |   April 1997
Quality Improvement—Give and Get
Author Affiliations & Notes
  • Tom C. Ehren
    The School Board of Broward County, Ft. Lauderdale
  • © 1997 American Speech-Language-Hearing Association
Article Information
Professional Issues & Training / Articles
Article   |   April 1997
Quality Improvement—Give and Get
SIG 11 Perspectives on Administration and Supervision, April 1997, Vol. 7, 3-4. doi:10.1044/aas7.1.3
SIG 11 Perspectives on Administration and Supervision, April 1997, Vol. 7, 3-4. doi:10.1044/aas7.1.3
We’ve seen those postcard-size “comment” cards and “suggestion” boxes, responded to new-car-owner “Customer Satisfaction Surveys,” and possibly chatted by phone or online with the company CEO as part of a quality improvement program. We've been consumers of goods and services that may or may not have satisfied our needs. As customers, we expect excellent service and goods that deliver on their stated purpose. We want “zero defects,” a “money-back guarantee,” and an attitude that “The customer is always right.” Can you imagine a bumper sticker that says:
As speech-language pathologists we have many customers other than our clients. Have you considered what services you supply to insurance companies, parents, school principals, rehabilitation counselors, teachers, shareholders, caregivers, legislators, or your employees? Within an organization, your employees are your customers, too. With this awareness, you can implement the philosophy that “The customer can help.” Your employees can help to
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