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CHAPTER SEVEN

MANAGING QUALITY—TOTALLY

Managers in health programs and projects typically give high priority to the quality of services provided. Quality is also important to other participants in programs and projects. For example, it has been clearly established that people who work in settings that strive to continuously improve quality find higher levels of satisfaction from their work (Berlowitz and others 2003). Furthermore, quality is also important to recipients of a program or project's services and often influences their future service-seeking decisions.

Managing quality well is among the most challenging management responsibilities. ...

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