After reading the text and any additional articles in the learning module, review the case study entitled "Rocky Road to Patient Satisfaction" on pages 423-425 of the text. Explain how an informal organization may exist in this case. Then explain how the informal organization might affect the Executive Director's plans for implementing a new process (patient survey). What would you have done differently if you were the Executive Director. Read the article "Board Roles and Responsibilities." Why are oversight of the CEO and quality two of the important tasks a board of directors for a healthcare organization must ensure?