Think of an instance in which you had or observed an experience of excellent quality

Think of an instance in which you had or observed an experience of excellent quality.  You may have had this experience as a customer, patient, or employee.  

• Describe the factors that made this experience excellent and how you felt as a result.
• Include a description of the management's influence on your experience.
• Do the same for a situation in which you experienced poor quality.
• What is the role of leadership pertaining to quality?
• What is your leadership style and how can you use it to improve quality?