the name of the book is(Hardwiring Excellence, Studer, Q. (2003) Fire Starter Publishing) Chapter 4: principle 2- measure the important things\the principle in the chapter explain
*using measurement to diagnose problems and improve processes
*how measurement aligns leader and employee behavior
*how to interpret data and increase patient
the instucion is
In the second half of the book, Studer presented five additional principles that mostly focus on specific tactics for improving employee relations, satisfaction, and performance. This relates directly to his early statements that the best way to improve patient satisfaction is to have satisfied employees. On page 237 there is what I consider to be an important summary statement; “We firmly believe the most important way to demonstrate appreciation is to provide employees with a good supervisor, access to current and in-depth information about the organization, consistent opportunities for professional development, systems that work, tools and equipment to do the job, and de-selection of low performers.” Select one or more quotes from the second half of the book and describe how you feel they relate to this summary statement. Include stories from your own experience as appropriate.