This four-day course was designed for service providers or managers who are new to quality assurance. If possible, an entire facility team attended together. Participants learned how to identify opportunities for improvement and plan a quality improvement project at the facility level. Instructional methods included small group work employing a variety of exercises and case examples. Topics included: principles of management conducive to improving quality; systems view of organization; quality improvement tools; working in teams; team-building; measurement using quantitative and qualitative data, common cause and special cause variation; and planning for quality improvement.