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
C4V 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