Title: Demming's plus positive thinking
Product review: Quint Studer put together a book that contains affair amount of useful advice to people working in management positions in the healthcare industry. Among his practical tips are the "AIDET" acronym and the policy to call hospital patients a few days after their discharge. To call this collection of common sense suggestions a "philosophy" seems to be a stretch. This compendium is, in essence, an amalgam of Demming's insights -- put the customer, including the "internal customer", first -- and a big dose of relentless positive thinking. Add to this a generous sprinkling of adulatory feedback, which reads like the comments of satisfied customers on early morning TV infomercials, and you have an end product that I found difficult to read cover to cover.
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