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Gerard van Grinsven on not hiring warm bodies

When Gerard van Grinsven joined the USA based Henry Ford West Bloomfield Hospital as the new CEO he shocked his board by ditching customer focus groups, instead opting to spent three nights a week for eights months in the homes of …

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When Gerard van Grinsven joined the USA based Henry Ford West Bloomfield Hospital as the new CEO he shocked his board by ditching customer focus groups, instead opting to spent three nights a week for eights months in the homes of the local community. Gerard says this led him to really understand who their customers were and create staff training programmes that really prepared the organisation for dealing with their customers.

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