Recent marketplace realities and trends have forced health care institutions to adopt strategic orientations that stress a customer focus. Central to such strategic orientations is the effective utilization of service quality practices and philosophies. Toward that end, this research offers health care institutions an affordable methodology. A real-life application of the rapid assessment methodology (RAM) in a health care operational setting is presented. Finally, a framework to guide the implementation of the RAM methodology is outlined and explored.
Mahmoud M. Yasin, Ph.D., is Professor of Management, East Tennessee State University, Johnson City, Tennessee.
Andrew J. Czuchry, Ph.D., is Chairholder/Professor, East Tennessee State University, AFG Chair of Excellence in Business and Technology, Johnson City, Tennessee.
Donna L. Jennings, Ph.D., is Assistant Professor of Economics, East Tennessee State University, Johnson City, Tennessee.
Christopher York, M.B.A., College of Business, East Tennessee State University, Johnson City, Tennessee.
The authors will supply, without charge, additional information that readers might seek to assist with the implementation of the rapid assessment methodology.