Assesses the current status and future prospects of quality and productivity improvement efforts in business, especially in America. Presents a picture of the state of the art of quality as a way of life in the service sector. Lots of service operations lag behind manufacturers in making quality...

System wide health reform has become the norm across the globe, forcing health care delivery organizations to critically examine the ways in which they are structured and operate on a day to day basis. Resource scarcity has become common while at the same time, quality and clinical outcomes...