Quality Management Toolbox


NHTSA Leadership Guide to Quality Improvement for EMS Systems
National EMS Managers Association
National Study Center for Trauma and EMS
National EMS Information System


Delivering Knock Your Socks Off Service, third edition by Performance Research Associates 2013. ISBN: 9780814432044 www.harpercollinsleadership.com

Customer Satisfaction: Tools, Techniques, and Formulas for Success, by Craig Cochran. Paton Press ISBN: 0-9713231-4-3 www.patonprofessional.com/

Document and Control: A Simple Guide to Managing Documentation, by Denise Robitaille. Paton Press: 2005. ISBN: 1-932828-03-6 www.patonprofessional.com/

Root Cause Analysis: Basic Tools and Techniques, by Denise Robitaille. Paton Press 2004. ISBN: 1-932828-02-8 www.patonprofessional.com/

Free Online Magazine: Customer Relationship Management (CRM), by CRM Media LLC. www.destinationCRM.com Requires account (free registration)