SOURCE: Allegiance, Inc.

September 19, 2006 10:18 ET

Allegiance: "Capturing Feedback Critical for Malcolm Baldrige National Quality Award Recipients"

Presidential Award Criteria Questions How Organizations Listen to Customers, Determine Customer Needs and Expectations, Build Customer Relationships, and Grow Satisfaction and Loyalty

SALT LAKE CITY, UT -- (MARKET WIRE) -- September 19, 2006 --Organizations that apply for the Malcolm Baldrige National Quality Award, the nation's highest Presidential honor recognizing quality and performance excellence, are asked to produce tremendous amounts of detailed data. For example, applying organizations are asked how they listen to customers and how the information they gather ensures successful products and services. Answers must include details on how each organization manages and measures customer satisfaction, determines customer loyalty and responds to customer complaints.

Allegiance, a leading provider of enterprise feedback management solutions, has helped many organizations implement feedback management systems that help capture, manage, analyze and respond to customer and employee feedback. Those that have benefited from the implementation of the Allegiance system include the past two years' recipients of the Baldrige award in the category of health care; the 2004 recipient, Robert Wood Johnson University Hospital Hamilton (RWJ Hamilton) in Hamilton, N.J. and the 2005 recipient, Bronson Methodist Hospital in Kalamazoo, Mich.

PatientVoice, one of the feedback management tools from Allegiance, was implemented by both hospitals as part of overall initiatives designed to improve patient care and increase loyalty. PatientVoice, a Web-based feedback tool that seamlessly integrates with a hospital's Web site, provides patients, families and members of the community with a convenient way to submit direct feedback, express concerns or ask questions in a comfortable, anonymous online forum. Once submitted, the information is categorized and routed to a hospital representative who is responsible for a timely and appropriate response. PatientVoice has built-in reporting capabilities and a loyalty index to help hospitals identify strengths and weaknesses.

"PatientVoice provides us with real-time knowledge of our accomplishments in patient care," said Monica Olaff, patient relations manager at RWJ Hamilton. "It helps us pinpoint where problems are occurring and how long it takes to resolve them. PatientVoice has given us the ability to respond quickly and make it clear to our customers and our caregivers that patient care is our top priority. PatientVoice has enhanced our ability to listen to customers and to better document their concerns and reactions; it placed us in a better position to apply for the Baldrige award because we realized that demonstrating a complete understanding of patient feedback and satisfaction would be a key part of our evaluation."

Category three of the Health Care Criteria for Performance Excellence developed by the Baldrige National Quality Program is "Focus on Patients, Other Customers, and Markets." Among the category's applications questions are:

--  How do you listen and learn to determine key patient and other
    customer requirements, needs, and changing expectations and their relative
    importance to patients' and other customers' health care purchasing or
    relationship decisions?
--  How do you use relevant information and feedback from current and
    former patients and other customers, including marketing information,
    patient and other customer loyalty and retention data, win/loss analysis
    and complaint data for purposes of planning?
--  How do you manage patient and other customer complaints?
--  How do you ensure that complaints are resolved effectively and
--  How do you determine patient and other customer satisfaction and
"The Baldrige Award requires organizations to implement more than a simple survey tool to measure customer satisfaction, retention and loyalty," said Adam Edmunds, president and chief executive officer of Allegiance, Inc. "The award's judges want to know that organizations have feedback systems that help them to better understand their customer and market needs, improve products and services, enhance customer satisfaction and create loyalty. Our solutions take feedback management beyond the survey into comprehensive analysis and accountability, providing management with the information they need to make well-informed, more strategic decisions, ultimately creating growth and lasting value."

"Without PatientVoice, RWJ Hamilton would not have been able to address the questions and requirements within the Baldrige criteria," added Olaff. "The paper-based system that had been in place was unable to provide us with this high level of information management, and it couldn't help us to define processes that truly address customer's questions or concerns."

About Allegiance, Inc.

Allegiance is a leading provider of enterprise feedback management solutions. The company's Active Listening System is a suite of centrally managed feedback tools proven to help organizations capture, manage, analyze and respond to real-time feedback from multiple sources, ultimately impacting growth, profits and lasting value. The suite includes EmployeeVoice, CustomerVoice and PartnerVoice, advanced Web-based feedback solutions proven to help organizations better understand and react to the needs of employees, customers and partners; and SilentWhistle, an anonymous ethics reporting and whistle-blower solution proven to mitigate risk and fulfill compliance to Sarbanes-Oxley section 301. The Allegiance solutions help establish an ethical culture, build loyal relationships, and make more informed business decisions. For more information, please visit

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