Quality and customer service aspects of faculty practice

Abstract

Quality and customer service are accepted as crucial components of the business world. Providing high quality in addition to customer-oriented service is equally critical in academic faculty practice. Key steps involve identifying customers (both external and internal) and researching and codifying needs. A customer-oriented faculty practice model is presented that serves all customers and meets provider needs. This model is built on recognizing the importance of personal ongoing customer relationships and accepting the constancy of change within the boundaries of service. Quality and customer service should reflect standards appropriate to nursing leaders, thus attending to and advancing the public view of nursing. Customer service is more than a sound health care business principle. Customer service also lives out the moral and ethical commitment made in the implicit contract in the care-giving encounter. It is the philosophy and framework inherent in nursing's social policy statement; therefore, these principles can be applied across all health care settings. Quality and customer service are accepted as crucial components of the business world. Providing high quality in addition to customer-oriented service is equally critical in academic faculty practice. Key steps involve identifying customers (both external and internal) and researching and codifying needs. A customer-oriented faculty practice model is presented that serves all customers and meets provider needs. This model is built on recognizing the importance of personal ongoing customer relationships and accepting the constancy of change within the boundaries of service. Quality and customer service should reflect standards appropriate to nursing leaders, thus attending to and advancing the public view of nursing. Customer service is more than a sound health care business principle. Customer service also lives out the moral and ethical commitment made in the implicit contract in the care-giving encounter. It is the philosophy and framework inherent in nursing's social policy statement; therefore, these principles can be applied across all health care settings. Nancy O. McNiel is an Associate Dean for Management and Associate Professor of Clinical Nursing at the University of Texas Health Science Center at Houston School of Nursing, Houston, TX. Thomas A. Mackey is Director, University of Texas Health Services and Professor of Clinical Nursing at the University of Texas Health Science Center at Houston School of Nursing, Houston, TX. Gwen D. Sherwood is an Executive Associate Dean and Professor at the University of Texas Health Science Center at Houston School of Nursing, Houston, TX.