To explore how managers influence the quality of products, services, and the customer experience. Instructions 1. Think of an experience where you received or observed excellent quality. You may have had this experience as a customer, as a patient, as a provider, or as an employee. Describe the factors that made this an excellent experience and how you felt as a result of this experience. Using the list of management functions listed in Chapter 1 as a guide, include a description of management’s influence on your experience. Do the same for a situation in which you experienced poor quality. Record your responses in the table or on one similar to it. Section III: Practice Lab210 Briefly describe the experience. Describe what made this an excellent or poor quality experience. How did you feel as a result? What was management’s role or influence? Excellent quality experience Poor quality experience 2. On the basis of the observations you recorded in the table, describe why it is important for health services managers to understand quality.