Includes bibliographical references and index.

Contents: Improving quality and performance: concepts and strategies: Improving quality and performance: the concepts -- Improving quality and performance: the programs -- Improving quality and performance: tools and techniques -- Improving quality and performance: implications for managers -- Improving quality and performance: implications for the team facilitator/quality adviser -- Improving quality and performance: implications for managers -- Improving quality and performance: implications for staff education and development -- Improving quality and performance: applications and examples: From QA to QI: people. materials and methods bridge the transition -- Monitoring skin integrity within a CQI structure -- Patient identification: a quality imperative -- Patient satisfaction: a CQI pilot project -- Cutting the blame rope in the transfer tug-of-war: a QI project team approach -- Incident reporting within the framework of CQI: data collection of finger pointing? -- "if only they would": creating change through a quality initiative -- Moving from QA to CQI: getting started -- Creating a quality corporate culture through 100 percent employee involvement -- Total quality management in an academic teaching hospital: early experiences -- Planning and implementing total quality management -- Improving quality and performance: lessons learned --