Listening to Customers Fall Under Which Category in the IHI

question 8

Multiple Choice

Listening to customers fall under which category in the IHI Framework for Leadership for Improvement?

• A) Generate Ideas
• B) Build Will
• C) Execute Change
• D) Establish the Foundation

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Definitions:

Retrospective Sense Making

Weick’s view of how people construct rational accounts of organizational behavior after the fact—“how do I know what I think until I see what I say?”

Rational Accounts

Explanations or narratives provided to justify actions or decisions based on reason, logic, and rationality.

Organizing Process

The series of actions and steps taken to structure or arrange resources and activities towards achieving certain goals or objectives.

Systems Theory

An interdisciplinary study of systems in general, with the goal of elucidating principles that can be applied to all types of systems.