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

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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?