"Contained in this book is the management framework for driving creativity, continuous improvement, and customer value. A must-read for health care executives and professionals looking to improve operational performance to meet dynamic customer expectations." --Dick Smith, partner, PricewaterhouseCoopers LLP

"This book is full of strategies for health care leaders to use to accelerate their improvement process." --Bob Parent, Conference Program Director, The Conference Board

"This book, based on the real world experiences of the authors, is a must-read for health care executives; it provides unique insights and practical advice about how to overcome the daunting challenges of today's health care marketplace." --Robert P. Kelch, dean, The University of Iowa College of Medicine