TY - CHAP M1 - Book, Section TI - Preface A1 - Gittell, Jody Hoffer PY - 2018 T2 - High Performance Healthcare: Using the Power of Relationships to Achieve Quality, Efficiency and Resilience AB - This book explores how healthcare organizations can harness the power of relationships to achieve and sustain high performance over time, building on ideas that first emerged from a study of the flight departure process. While studying American, Continental, United, and Southwest Airlines in the 1990s, I found stark differences in how pilots, flight attendants, mechanics, gate agents, ticket agents, operations agents, ramp agents, and fueling agents worked together to ensure the safe on-time departure of flights. At the time, many people in the northeastern United States, including myself, had never heard of Southwest Airlines. But I soon discovered that the way employees worked at Southwest was dramatically different from the other airlines, particularly the ways they communicated and related with one another regarding the coordination of flight departures. SN - PB - McGraw-Hill Education CY - New York, NY Y2 - 2024/03/28 UR - accessmedicine.mhmedical.com/content.aspx?aid=1150134299 ER -