If numbers, tables and charts make you want to run for the door--check out Hank's seven ways to conquer your fear of data. Help your team become adept at using numbers to guide performance improvement.

• Nine steps to create a storytelling run chart. The steps spelled out on this PDF tool will help you master run chart basics.

Feature: Closing the gap

Sponsorship and training shortfalls can bedevil teams progressing along the Path to Performance--but tackling the problem head-on and creating a plan to address it makes a big difference. Is it time to copy a page from Fresno Medical Center's playbook?

• How to implement a facility-wide UBT strategy. A six-step summary of the key things Fresno did to support its unit-based teams.

From the desk of Henrietta: Is your good job at risk?

Plan, do, study, act: Data brings customer service to life

How Fresno's Health Information Management team eliminated complaints to Member Services.

Editor's letter: What makes a number good?

All in a Day's Work cartoon: Why be afraid of numbers?

Back cover poster: Tell me your story. Bring partnership alive.