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Knowledge Centre
Healthcare
Case Study - MUHC: Quality in Action Equals Improved Patient Care
Case Study - CHUM: Improving Patient Care Starts with Measurement
Case Study - IWK: A Model for Continuous Improvement through On-going Patient Feedback
Whitepaper - Androfact Healthcare
Whitepaper - Jewish General Hospital Cardiology Study
Whitepaper - Jewish General Hospital Oncology Study
Article - Continuous assessments enable hospitals to change, measure quality (Canadian Healthcare Technology, 2006)
Newsletter - Healthcare Quality Focus (2007)
Newsletter - Healthcare Quality Focus (2006)
Patient Safety Culture Brochure
Long-term Care Brochure
Retail
Article - Thank You. Please Come Again (Backbone, 2007)
Article - Service, schmervice: Happy customers don't matter; it's the loyal ones who'll make or break your software firm (Software CEO, 2005)
Article - Interview with Fred Reichheld (Gartner.com, 2003)
Article - The 10 Golden Rules of Customer Feedback (SalesMastersWorld, 04)
Article - Customer Relationship Management: what’s wrong with it and how to improve it (SalesMastersWorld, 04)
B to B
Case Study - Metso Paper: Continuously Improving Operational Effectiveness through Customer Feedback
Article - Customer Feedback Helps IBM Achieve Operational Excellence (IBM)
Article - Interview with Fred Reichheld (Gartner.com, 2003)
