After studying this chapter, the reader should be able to: • Identify the context and environment that influences managing people in the health care industry. • Describe and analyse a framework of theories strategies and skills which can guide managers in thinking about developing their own systems and practices. • Demonstrate understanding of policies, procedures and practices in managing people in health care services. • Demonstrate understanding of how organisational goals are achieved through working with people. • Identify some of the common situations that managers face that call for interpersonal skills.

After studying this chapter, the reader should be able to: • Define theories and concepts underpinning organisational performance improvement practices in health care. • Analyse international and local frameworks for improving organisational performance. • Demonstrate understanding of the steps required to implement a process for improving organisational performance. • Describe the advantages and limitations of standardised measures used to assess organisational performance. • Evaluate challenges and Opportunities for improving organisational performance.