Issue 5/2016

FLASH

• People and systems?

BUSINESS EXCELLENCE

• Pourquoi les SMQ ne fonctionnent pas!
• Customer enthusiasm through service excellence
• Six steps to an effective improvement process
• Challenges in the hospital sector
• "Health Conflicts, Episode I" - or the Feedback Culture as a Threat
• When paper becomes "mobile

MANAGE RISKS

• Impact of new technologies on business models
• Industry 4.0: Risks and side effects
• When new technologies are pushed
• Digital transformation?

QUALITY ASSURANCE

• Electrifying progress
• Patient care at the highest level
• "Management with 'quality gates' proves its worth".

COLUMN

• The workforce should move more ...