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Annual Report 2013
KPJ HEALTHCARE BERHAD
118
KPJ has long supported the core
values that drive quality service
delivery and is committed to further
raising the bar on healthcare
excellence.
SERVICE
QUALITY
MANAGEMENT
Business
Review
Service Quality Management
The “Service with Care” Journey
Healthcare in its most basic sense involves
people caring for people. It is KPJ’s sincere
aspiration to continuously uphold the tenets
of excellent care delivery by continuously
exceeding our patients’ and stakeholders’
expectations. It is this commitment towards
continuous service improvement that led
to the establishment of the Service Quality
Management (SQM) Division in March of
2013.
The SQM Division has been tasked with
developing programmes to ensure KPJ
delivers the highest possible level of care
to the communities it serves. The SQM
division places an emphasis on key areas
to achieve this task, speci cally the areas
of customer service training, customer
service management, process mapping and
improvement, as well as quality assurance.
KPJ believes that it
takes
good people
to build a
successful
organisation.