KPMG frames its annual analysis of customer champions by challenging readers to determine where they must simply be good enough and where they need to excel. The clear structure and engaging tone makes the report easy to read and conveys a helpfulness and warmth that encourages further interaction. And stories are used throughout—stories that engage the reader in the moment and are likely to be remembered long after the report is read.

This publication, with the goal of explaining how the world’s best healthcare organisations develop managers and leaders, is structured around six rules, each of which is illustrated by a case study and supported by helpful “symptoms of failure” and “key actions for boards”.