Review the history and principles of Quality

Review the history and principles of Quality Management and Quality Improvement in Chapter 23. The definition of Quality, taken from the organizational behavior and business literature, are “all things that matter to a customer.” Discuss this perspective in relation to customers in health care. You may define a customer as a patient or agency (external customers), or other co-workers or departments (internal customers). What are some things that matter and how does your organization demonstrate the importance to customers? Review the quality improvement process beginning on page 141. How can Figures 23.2 – 23.5 be used in the process of developing a plan to correct an organizational problem. If you have experience with the quality improvement process including data collection, analysis and plans for improvement, please feel free to share your examples. reference to Yoder-Wise, P.S. (2019). Leading and managing in nursing. (7th ed.). Mosby. SCIENCE HEALTH SCIENCE NURSING BSN 452

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