This process evolved from benchmarking with Frish-Martin
hotels. It was piloted in the health care operations as a “preferences
page” in each patient record. Veterans and others see that
C4
V lives the values, specifically Commitment, Advocacy, Respect,
and Excellence, through “seemingly simple” tasks such as serving
their coffee and other menu items tailored to their preferences, or
placing them in a bed by a window with a softer pillow. Giving
people exactly what they want also greatly reduced waste.