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This book is a must-read for anyone who has implemented a quality improvement initiative but has not achieved or sustained the desired results. It describes the element that is commonly overlooked by many quality processes; the failure to specifically identify the critical behaviors needed to improve quality and to sustain the quality improvement initiative.
The authors provide a detailed understanding of where quality processes typically break down and how they work better with a focus on the right behaviors. The book provides a blueprint for engaging employees in a behavior-based...