مطالعه دستورالعمل مراقبت‌های مدیریت شده زایمان در بیمارستان بازرگانان تهران در تئوری و عمل:1384

Introduction: Customer- centered principle in the new management theories is considered as a main direction in today's organizations, because with customers' satisfaction inside and outside of the organization, established its efficacy to organizational productivity. Honoring program as one of the reforming programs in the country has been done with customer satisfaction as its concreted bases. The aim of this study is to evaluate the honoring program comparing to customer-centered principles and fundamentals. Methods: Presented paper has been developed as literature review using the library and internet sources, and recording and analysis direct, wide, and object authors experiences in governmental organizations. In addition to explain the objectives of honoring program, and presenting it as a customer-centered approach for country -wide official reform, we tried to clear the importance of inside costumer (employees) satisfactions, and empowering and motivating them as a prerequisite to accomplish and adapt with costumer centered principle. It is necessary to pay attention to such studies, because of being new subjects and using it in countrywide. Literature review: Most of the studies showed that human recourses is the most problematic issue in the official system due to the subject because of lack of motivation, economical problems and their needs, conservative aspects of job and undesirable work relations. In system and method section, it has been pointed to the less costumer honoring and quality management attention to the customer honoring is the share point for all these studies, in the approval law about costumer honoring, providing the customer benefit's is Poirier on the organizations' and the service providers, which the satisfaction of the organization has been challenged because of the matter. Conclusions: Customers honoring program is a customer centered approach due to administration system reform in country, it is a must to put the inside customers in the first place by empowering, supporting and make motivations for the service providers with the practical and scientific management, so that with gaining their satisfaction, the continuing quality improvement achieve and therefore, the outside customers' satisfactions also would achieved.