The Service Quality Management
("SQM") services is committed to raising
KPJ's standard of delivery to all by
ensuring the quality of people who
interact and engage with the Group's
customers. SQM also constantly
monitors the effectiveness of the service
delivery process to ensure it is aligned
SQM division oversees the quality of
our facilities to provide an
unrivalled customer
experience
to our patients
ESTABLISHING THE
SERVICE CULTURE
In line with one of KPJ's core values of
continuous improvement, the SQM
division continuously undertakes
measures to enhance customer service
e x pe r i enc e . I n 2015 , w i t h t he
introduction of Service Quality Coaches
("SQCs"), SQM held staff training for
more than 3,000 staff and senior
managemen t . The t r a i n i ng wa s
conducted by the Group's own SQCs in
the areas of customer service and
service delivery improvement. By having
its own SQCs, the Group can ensure the
training addresses and incorporates its
core values and culture.
with the standards stipulated by the
Malaysian Society for Quality in Health
("MSQH") and Joint Commission
International ("JCI"). Furthermore, this
services oversees the quality of hospital
facilities to provide an unrivalled
customer experience to our patients.
SERVICE QUALITY
MANAGEMENT
