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Value by Design: Developing Clinical Microsystems to Achieve Organizational Excellence, Second Edition by Joel S. Lazar, Marjorie M. Godfrey, Paul B. Batalden, Eugene C. Nelson

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Chapter Two ACTION GUIDE

Chapter Two Action Guide provides tools and methods to encourage your study of patients and their perspectives in your clinical microsystem, research value, and non-value-added activities in the processes of care and consider how to engage patients and families with their unique insights in improving the delivery of care and services.

GAINING CUSTOMER KNOWLEDGE

Gaining customer knowledge can use a naturalistic approach or a structured approach to learn what is important in the delivery of care and services to your patients along with what actions, processes, and structures add value to the patient-care experience from their perspective.

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