1. FIGURES Chapter 4, Instructor’s Manual

2. FIGURE 4.1 Identifying Management Contributions to the Patient Care Team © 2006 by John R. Griffith and Kenneth R. White

4. FIGURE 4.3 The Service Excellence Chain in Healthcare

5. © 2006 by John R. Griffith and Kenneth R. White FIGURE 4.4 The Shewhart Cycle in Effective Work Teams

6. © 2006 by John R. Griffith and Kenneth R. White FIGURE 4.5 Cybernetic System

7. © 2006 by John R. Griffith and Kenneth R. White FIGURE 4.6 Accountability Heirarchy for HCOs

8. © 2006 by John R. Griffith and Kenneth R. White

10. Figure 4.9 Examples of Activity Measurement Part 1

11. Figure 4.9 Examples of Activity Measurement Part 2 © 2006 by John R. Griffith and Kenneth R. White

15. Figure 4.12 HCAHPS ® Patient Survey Questions (Unless otherwise indicated, responses are “Never, Sometimes, Usually, Always.”) Part 1

16. © 2006 by John R. Griffith and Kenneth R. White Figure 4.12 HCAHPS ® Patient Survey Questions (Unless otherwise indicated, responses are “Never, Sometimes, Usually, Always.”) Part 2

17. © 2006 by John R. Griffith and Kenneth R. White Figure 4.12 HCAHPS ® Patient Survey Questions Part 3

18. © 2006 by John R. Griffith and Kenneth R. White FIGURE 4.13 Critical Management Activities of the Modern HCO