This book is intended as a how-to on the collection of statistics concerning quality of health care. This means that the author, a well-known expert in the field of quality measurement, does not simply discuss the techniques involved, but also guides the reader through their implementation step-by-step. The first six chapters cover the historical background of quality management in health care, measuring the voice of the customer, indicator selection and development, the organization of indicators into strategic dashboards, efficient use of collected data, and some discussion of statistical techniques. The seventh chapter is devoted to 14 extensive case studies, and the eighth and final chapter gives a broader perspective of health care quality management in society. Annotation ©2004 Book News, Inc., Portland, OR (booknews.com)