Your narrative from the Week 6 Discussion reflected a scenario involving a hospital-based quality issue that included the customer’s expectations, a model for improvement, and measures that could assess progress. Using this narrative, explore specific measures that could be used to assess improvement in quality and include examples. Create a concept map to reflect a focus on quality assessment. With your submission, include a brief narrative of at least 200 words to explain your concept map. So simply create a concept map and explain a brief narrative of the concept map.

Below: is my response to the scenario which will be attached to the bottom of this as well. In the service industry, the customer's satisfaction should be prioritized if the firm or even a hospital is successful. Therefore, meeting the customers' expectations is a crucial task that a manager should gear their efforts towards by employing various strategies. First, the manager should ensure that the hospital covers more solutions ranging from sufficient medical supply to enough and sufficiently trained personnel to handle any medical conditions present at the hospital (Todd & Hill, 2018). Any improvements needed should be catered for so that the customer is fully satisfied with the services provided. The best way to meet customer satisfaction is through customer feedback-centered improvements. Any entity's performance is highly dependent on its administration, such that an inadequate system of management trickles down to the firm reducing its performance levels. Some of the hospital's challenges were brought about by the authoritarian model of control employed by the previous in-charge. A change, therefore, to a more democratic model would help improve the hospital's performance. The different sections' managers need to have their opinions on making changes listened to and implemented after careful analysis and evaluated for any changes that may be necessary (Strycharska & Ogórek, 2019). This strategy would help generate cohesion and the unity of purpose towards achieving set objectives. Scenario: You are the administrator for the cardiac service line. The following departments report directly to you: the medicine/telemetry unit, the coronary care unit, the thoracic intensive care unit, the cardiac catheterization laboratory, and the echocardiogram and its laboratories. You are also the administrative liaison to the cardiologists and thoracic surgeons. Because the nursing department is decentralized, you have a nursing director who is dedicated to your service line. She has just left your office after describing the complaints she has been receiving from the emergency department: patients are backing up in the Emergency Department as a result of delays in admitting patients to the general medicine floors, particularly the telemetry unit. The emergency department reports to the administrator responsible for the trauma service line. You have just been recruited from out of state and are new to this position. You were hired with the expectation that you would improve the coordination for care of patients in your service line. The managers who report to you get together monthly for a managers’ meeting. So far you have learned that these meetings have not been very useful in assisting managers with the issues that they consider important. Your predecessor had a traditional command-and-control style, and the managers feel stifled when trying to make the improvements they want to make in their respective departments. You want to help your managers be more effective and efficient and work as a team.