Includes bibliographical references (pages 261-274) and index.
Contents
Quality management: a systems approach -- Fundamentals of quality management -- A systems perspective of quality management: characteristics of complex systems -- Understanding system behavior: systemic structure -- Visualizing system relationships: models for health services managers -- Achieving quality results in complex systems -- Establishing system direction -- Establishing improvement goals in complex systems -- Understanding customer and stakeholder requirements -- Understanding the role of policy in promoting system change -- Improving processes and implementing improvements -- Measuring process and system performance -- Fostering teamwork: below-the-waterline considerations -- Practice lab -- Reflective journal -- The manager's role -- Dynamic complexity -- Mental models -- System relationships -- Systems error case study and analysis -- Customer requirements -- Improvement case study -- Team guidelines -- Generational differences -- Organizational self-assessment -- Improving a performance gap in my organization -- Improving a performance gap: a case study.
