Improving Service Excellence for In-house Imaging Service Group


  • Murat Firat University Health Network
  • Murray Rice University Health Network
  • Tony Easty University of Toronto


Even in-house service groups need loyal customers to survive and succeed in today’s challenging and difficult circumstances. It is a fact that customers are loyal to service providers that best meet their needs in terms of the value equation. In-house medical imaging service groups face the challenge of meeting the high expectations of their customers while competing with the giant multinational OEM service organizations. This is a case study for improving the service excellence through focusing customer needs, measuring service performance, increasing the communications skills of the team.

In the case study we will explain:
• Situation, needs and reasons for this effort
• Goals and objectives
• Online Survey Tools for measuring customer satisfaction and service quality
• Service excellence survey data, analysis and actions taken
• Involvement of staff and customers in the process improvement
• Constant measurement of the outcome and feedback
• Return On Investment: Results of this quality improvement project

In-house medical engineering groups need to go beyond meeting customer expectations to exceeding them by providing more value than they expect from the transaction. Although the alternative to the in-house service costs substantially more, low cost is not always enough to keep the customer. Value is a combination of customer perceptions of the following factors: service, people, image, selling price and overall cost.

Author Biography

Tony Easty, University of Toronto

Institute of Biomaterials and Biomedical Engineering




How to Cite

M. Firat, M. Rice, and T. Easty, “Improving Service Excellence for In-house Imaging Service Group”, CMBES Proc., vol. 28, no. 1, Dec. 2005.



Clinical Engineering