undergraduates or first-year graduate students, the book reflects the importance of creating quality and value in public health and health services organizations. It introduces complex and important topics but is written in a highly accessible manner. Key Features• Covers the basic subject areas required of managers working in the broad arena that encompasses various forms of health. • The chapters stand alone, allowing instructors to arrange topics as they prefer to present them. • The framework is based on four management functions, rather than management roles or simply presenting facts. • Includes material related to customer service and satisfaction as well as organizational and programmatic quality. • Takes a systems approach with examples of systems thinking applied to both management and quality issues• Provides opportunities for communicating and connecting among many topics and the methodological tools and disciplines (epidemiology, biostatistics, nutrition, maternal and child health) on which they can be applied.

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