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This presentation was delivered by Monica E. Oss, Chief Executive Officer, OPEN MINDS, on February 15, 2019, at the 2019 OPEN MINDS Performance Management Institute. In the presentation, Ms. Oss discussed some of the following: The evolving service delivery system The few key drivers of change that are challenging executive teams Achieving sustainability among changing consumer measures of value and preferences The concept of "Organizational Fitness" How to approach The Growth Imperative How to identify and recognize your organization's capabilities Strategic quality models, the building blocks of strategy success, and the key dimensions of quality . . .

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