The weight of scoring system is based on an emphasis Baldrige places on ___________ and an organization's ability to demonstrate performance and improvement in the following areas:
Product and service outcomes

Customer-focused outcomes

Financial and market outcomes

Workforce-focused outcomes

Process effectiveness outcomes

Leadership outcomes

An alternative to a walk-through is a similar technique called ___________. A staff member asks permission to
accompany a patient through the visit and take notes on patients' experience.

__________________ arises from a single or small set of causes that are not part of event or process and therefore can be traced, identified and implemented or eliminated. In general, researchers are interested in this variation because they can link-or-assign variation to a single specific cause and act accordingly.

The American Society for Quality has formed six categories of quality tools.
Which of the following is NOT out of those categories?

Quality circles are groups of five to ten employees, with management support, who meet to solve problems and implement new procedures.
The aim/s of quality circle activities is/are: