“We have used the work of these authors since 1994 to successfully operate, improve, and build a customer-focused and employee-oriented company. We owe them a great debt of gratitude. The improvements made to this edition, specifically about the role of leadership in improvement, make it a great resource for businesses of all sizes.”

—O. Joseph Balthazor, president and
CEO, Hallmark Building Supplies, Inc.

“The Improvement Guide has opened my eyes regarding the science of improvement. In my role as a healthcare leader, I use the methods of systems understanding on a daily basis. The methods presented in the book have resulted in better outcomes and more integrated care for our patients.”

—Mats Bojestig, M.D., Ph.D., chief medical officer,
Jönköping County Council (Sweden)