Applying quality management in healthcare : a systems approach

Quality management fundamentals -- Role of policy in advancing quality -- Recognizing system complexity and relationships -- Understanding system behavior -- Creating a supportive environment -- Fostering collaboration and teamwork -- Establishing system direction -- Setting improvement goals in complex systems -- Measuring process and system performance -- Using data analytic techniques to evaluate performance, with Naveen Kumar / Designing and implementing improvements -- Using improvement teams and tools -- Making healthcare safer for patients.