Written by Canadian healthcare executives from the University of Alberta Hospital--Organizational Transformation in Health Care details their first-hand experiences in creating organizational transformation. This timely book provides valuable insights into large-scale change as they continue to guide their institution through an unprecedented era of political and social evolution, financial constraint and upheaval, and refocusing of organizational control. By applying the dynamic principles of total quality management (TQM), the authors show how healthcare institutions can function productively in an environment of continual change. In this book, the authors outline a TQM program that can serve as a model for other healthcare executives who want to reduce costs, emphasize accountability, develop and maintain effective relationships, and ultimately increase customer satisfaction. Stressing that effective relationships are at the very heart of any attempt at organizational transformation, the authors outline the principles that guide successful interrelationshipsincluding listening generously and honoring commitments. And, they explain how to develop a plan of action to implement the practice of committed speaking and listening. The book also details a model of shared governance initiative that was developed within the hospital's nursing unit and eventually affected the entire organization. This highly effective model demonstrates how to apply the TQM principles of empowerment and decentralization.