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Blood Transfusion: Quo Vadis? Customer Orientation as the Leading Principal for Blood Banks in the Future

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Book cover Transfusion Medicine: Quo Vadis? What Has Been Achieved, What Is to Be Expected

Part of the book series: Developments in Hematology and Immunology ((DIHI,volume 36))

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Abstract

Several developments in the environment of organisations demand for a different approach to customers. A large number of studies have come to the conclusion that, unless an organisation embraces a concept of customer orientation, it will not be able to compete in its market in the near future. Most studies concerning customer orientation are focussed on organisations that need to make profit. There is little or no research done to establish the need for customer orientation in the public sector. Recent studies show that the changes in the environment of public organisations are the same as in the private sector, and that public organisations, such as blood supply organisations, need to adapt in more or less the same way to those changes as private organisations. For most of the organisations the implementation of a customer orientation requires dramatic changes in management. There are several strategies for change management. An organisation needs to choose that strategy that best fits the requirements of a customer orientation. Commitment to the change process of every stakeholder within the system is essential. Constant monitoring of the effectiveness of improvements is of vital importance.

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Author information

Authors and Affiliations

  1. Science and Business Connection, Groningen, NL

    Th. E. P. Lotgerink

  2. Faculty of Economics, University of Groningen, Groningen, NL

    J. C. Hoekstra

Authors
  1. Th. E. P. Lotgerink
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  2. J. C. Hoekstra
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Editor information

Editors and Affiliations

  1. Blood Bank Noord Nederland, Groningen, The Netherlands

    C. Th. Smit Sibinga

  2. Edinburgh, Scotland, UK

    J. D. Cash

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© 2001 Springer Science+Business Media Dordrecht

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Lotgerink, T.E.P., Hoekstra, J.C. (2001). Blood Transfusion: Quo Vadis? Customer Orientation as the Leading Principal for Blood Banks in the Future. In: Sibinga, C.T.S., Cash, J.D. (eds) Transfusion Medicine: Quo Vadis? What Has Been Achieved, What Is to Be Expected. Developments in Hematology and Immunology, vol 36. Springer, Boston, MA. https://doi.org/10.1007/978-1-4615-1735-1_1

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  • DOI: https://doi.org/10.1007/978-1-4615-1735-1_1

  • Publisher Name: Springer, Boston, MA

  • Print ISBN: 978-1-4613-5700-1

  • Online ISBN: 978-1-4615-1735-1

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