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.

Part one of “To Root Or Not To Root,”presented a dilemma that many managers face all too often. Regardless of approach, does a problem warrant a full-blown root cause analysis?

One of my favorite movies is a dark gangster movie starring Joe Pesci entitled "8 Heads in A Duffel Bag." Pesci, a mob courier is hired to transport the heads of eight murder victims to a mafia boss to prove that the “hits” had in fact taken place.