Keywords: Total Quality
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Case Studies

Analyzing Low Patient Satisfaction at Herzog Memorial Hospital

Jack Boepple
Case Provider: Kellogg School of Management Cases
Kellogg School of Management 1–18.
https://doi.org/10.1108/case.kellogg.2016.000015
Published: 20 January 2017
... Management Customer Service Health Care Operations Management Organizational Effectiveness Six Sigma Total Quality Customer Satisfaction If you don’t know where you are going, any road will get you there. —Lewis Carroll Christmas 2012 was approaching and Jeri...
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Case Studies

Samsung Electronics: Analyzing Qualitative Complaint Data

Jack Boepple
Case Provider: Kellogg School of Management Cases
Kellogg School of Management 1–13.
https://doi.org/10.1108/case.kellogg.2016.000291
Published: 20 January 2017
.... Business Process Improvement Crisis Management Customer Relationship Management Customer Service Manufacturing Operations Management Organizational Effectiveness Six Sigma Total Quality Customer Satisfaction We must understand variation. —W. Edwards Deming April 3, 2012, found...
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