How Standardization Can Help Improve Innovation: Webinar Q&A Summary



On November 20, 2014 APQC and Jude Chiy, Cancer Treatment Centers of America (CTCA) Brand Assurance Manager, conducted a webinar to discuss the CTCA Brand Assurance Program. This program works to ensure all patients have the same exceptional experience no matter which CTCA hospital they enter. This is achieved by identifying subject matter experts across all hospital disciplines and bringing them together to discuss processes, identify potential best practices, pilot programs to test those best practices, and elevate successful pilots as official brand standards that each site adopts. This article summarizes the Q&A session from the webinar.

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