Think of an experience where you received or observed excellent quality. You may have had this experience as a customer, as a patient, as a provider, or as an employee. Describe the factors that made this an excellent experience and how you felt as a result of this experience. Using the list of management functions listed in this chapter as a guide, include a description of management’s influence on your experience. Do the same for a situation in which you experienced poor quality. Record your responses in the table below or on one similar to it.