When Myron Fottler and Bob Ford asked me to write the Foreword for this
book, just as I had for the first edition seven years ago, I agreed. This second edition
of Achieving Service Excellence has been substantially updated to reflect the
new realities in the healthcare industry. While healthcare workers still need to feel
a sense of purpose, still seek opportunities to do worthwhile work, and still desire
to make a difference, the environment in which they deliver the healthcare experience
has changed.