"In the presence of a vision for transformation, operational leaders within practices can facilitate practice changes that are associated with clinical improvement."

Donahue, Halladay, & Wise

"High customer satisfaction ratings are widely believed to be the best indicator of a company's future profits."

(Kotler 1991, p. 19) Principles of marketing.

"If I had an hour to solve a problem and my life depended on it, I would use the first 55 minutes determining the proper questions to ask."

Albert Einstein