The Development of a Customer Excellence Master Plan
William J. Lafferty · Journal of Healthcare Management · 2003
vice president, Strategic Services, Ephrata Community Hospital, Ephrata, Pennsylvania William J. Lafferty, Jr., FACHE, has 25 years of healthcare administration experience in multiple organizational settings, including acute care hospitals, integrated healthcare systems, trade associations, and consulting firms. He specializes in leading complex healthcare organizations through change relative to their strategic future and operations. Today Mr. Lafferty is the vice president for strategic services for Ephrata Community Hospital in south central Pennsylvania. In this capacity he leads the organization's strategic services division that is responsible for human resources, strategic planning, business development, and customer service operations. He received both his undergraduate and graduate degrees in health administration from the Pennsylvania State University. This case study represents a part of Mr. Lafferty's ACHE Fellow project. It was voted one of the best case studies in 2001. To view this case study online, visit ache.org/mbership/advtofellow/fellowproj.cfm.