Who does your company exist to please? In your daily business operations, who ultimately determines whether you and your people get paychecks or pink slips? Who do the mission and vision statements place at the center of your employees’ universe?

Elevated systemic anxiety can have severe effects, and most organizations are at risk. The good news is that it takes only one person to break the cycle and turn the company around.

A few months ago, I received training on ISO 9001 process auditing. It was very thorough and put on by a very enthusiastic man. I was really enjoying the training, and I planned to take my newfound knowledge and begin to process audit my division.

Isn’t it annoying when you call a company to complain about a problem and they won’t even give you the chance to describe what’s wrong? They take down the information that they think is important or whatever the generic form directs them to record.

Organizations embarking on the journey to process excellence have much to gain if appropriate actions are taken in the early stages of deployment.

War heroes are a special category of leaders. They embody bravery, resoluteness, and strength—quintessential attributes of good leaders. This is exactly the sort of leader Shakespeare gives us at the beginning of Macbeth.

(HHS: Washington) -- Designed to advance collaboration within the quality measurement community and to synchronize measurement, the Department of Health and Human Services (HHS) has developed an inventory of quality measures that are used for reporting, payment, or quality improvement by its age

(Commonwealth Fund: New York) -- How do patients feel about the care they receive in U.S. hospitals?

Measurements of patient care continuity should encompass all of the components of health care delivery—structure, process, and outcome. “Structure” in health care delivery refers to the way a health care entity organizes itself and sets up operations.