CNewman

This part of the book discusses the third element of this process which is coaching.  For coaching to be successful, everyone has to be open to "helpful" criticism from coworkers.  In addition, coworkers need to know how to be tactful and sensitive of each other.  Coaching is supposed to help not caused ill feelings between workers.  When the three elements were used together in the book it made for a successful system for the hospital.  However, the important thing to remember which the author keeps going back to is that you have to do things to keep the momentum going.  No system can be successful if people get use to it and the excitement dies.