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EXECUTIVE FOCUS: KAY WILLIS, ASSISTANT ADMINISTRATOR/DIRECTOR OF NURSING, HCA ST. MARK'S HOSPITAL

VITAL STATISTICS\ Age: 47.Where born: Los Angeles, Calif.\ Family: Husband Jack Willis, daughter Kerrie and son Jason.

Education: John Peter Smith School of Nursing, Fort Worth, Texas: basic nursing education; University of Texas: bachelor of science in nursing; Texas Woman's University: master of science.

Primary products: Hospital-based health care services.

Primary markets: Salt Lake City.

Number of employees: 1,000.

Annual patient admissions: 10,831.

PERSONALITY PROFILE\ First "real" job: Wrapping Christmas presents at a department store as a high school student.

Management style: Visible, accessible and "walk the talk."

Strategy for success: Focus on the customer's (patient, family member, physician, employee) needs and expectations and ongoing commitment to improve.

A memorable failure: Starting a new pharmacy delivery system for operating room at previous hospital without enough input from the staff and physicians.

Heroes: My dad, from whom I learned that when you do a job well and continue to be better at what you do that personal satisfaction will come.

Leisure time and hobbies: Movies, reading, gardening and spending time with my husband.

Favorite book and movie: Dinner at the Homesick Restaurant by Anne Tyler and Trip to Bountiful with Geraldine Page.