A Stubblefield
The Baptist Health Care Journey to Excellence – Creating a Culture that WOWs!
Creating a Culture that WOWs!
Gebonden Engels 2005 9780471708902
Verwachte levertijd ongeveer 9 werkdagen
Samenvatting
"This crystal–clear book offers to any who will listen invaluable, detailed guidance on how and why to move toward a true culture of excellence in hospital care. It isn′t easy, but, as their results show, it′s a journey well worth taking." Donald M. Berwick, MD, president and CEO, Institute for Healthcare Improvement
The Baptist Health Care Journey to Excellence presents tested principles and best practices to help improve your corporate culture and customer satisfaction, which will lead to loyalty, stability, sustained productivity, and profitability in your own organization. Order your copy today!
Specificaties
ISBN13:9780471708902
Taal:Engels
Bindwijze:gebonden
Aantal pagina's:240
Uitgever:John Wiley & Sons
Hoofdrubriek:Inkoop en logistiek, Algemeen management
Lezersrecensies
Wees de eerste die een lezersrecensie schrijft!
Inhoudsopgave
About the Author.
<p>Foreword.</p>
<p>Acknowledgments.</p>
<p>Introduction: From Ouch! to Wow!</p>
<p>1. In Search of Competitive Advantage.</p>
<p>FIVE KEYS TO ACHIEVING SERVICE AND OPERATIONAL EXCELLENCE.</p>
<p>KEY ONE: CREATE AND MAINTAIN A GREAT CULTURE.</p>
<p>2. Committing to the Mission.</p>
<p>3. Maintaining a Balanced Approach: Pillars of Operational Excellence.</p>
<p>4. Fueling Employee–Driven Culture Change.</p>
<p>5. Engaging Your Workforce: Communicate, Communicate, Communicate!</p>
<p>KEY TWO: SELECT AND RETAIN GREAT EMPLOYEES.</p>
<p>6. Selecting the Best Employees.</p>
<p>7. Maximizing Employee Loyalty.</p>
<p>8. Celebrating Successes Through Reward and Recognition.</p>
<p>KEY THREE: COMMIT TO SERVICE EXCELLENCE.</p>
<p>9. Maintaining Quality Through Service Teams.</p>
<p>10. Scripting for Superior Service.</p>
<p>11. Developing Rounding and Service Recovery Techniques.</p>
<p>KEY FOUR: CONTINUOUSLY DEVELOP GREAT LEADERS.</p>
<p>12. Establishing Ongoing Leadership Training.</p>
<p>KEY FIVE: HARDWIRE SUCCESS THROUGH SYSTEMS OF ACCOUNTABILITY.</p>
<p>13. Building a Culture that Holds Employees Accountable.</p>
<p>14. Beyond Baptist Health Case: Other Systems on the Journey to WOW!</p>
<p>Appendix: What About the Physicians?</p>
<p>Index.</p>
<p>Foreword.</p>
<p>Acknowledgments.</p>
<p>Introduction: From Ouch! to Wow!</p>
<p>1. In Search of Competitive Advantage.</p>
<p>FIVE KEYS TO ACHIEVING SERVICE AND OPERATIONAL EXCELLENCE.</p>
<p>KEY ONE: CREATE AND MAINTAIN A GREAT CULTURE.</p>
<p>2. Committing to the Mission.</p>
<p>3. Maintaining a Balanced Approach: Pillars of Operational Excellence.</p>
<p>4. Fueling Employee–Driven Culture Change.</p>
<p>5. Engaging Your Workforce: Communicate, Communicate, Communicate!</p>
<p>KEY TWO: SELECT AND RETAIN GREAT EMPLOYEES.</p>
<p>6. Selecting the Best Employees.</p>
<p>7. Maximizing Employee Loyalty.</p>
<p>8. Celebrating Successes Through Reward and Recognition.</p>
<p>KEY THREE: COMMIT TO SERVICE EXCELLENCE.</p>
<p>9. Maintaining Quality Through Service Teams.</p>
<p>10. Scripting for Superior Service.</p>
<p>11. Developing Rounding and Service Recovery Techniques.</p>
<p>KEY FOUR: CONTINUOUSLY DEVELOP GREAT LEADERS.</p>
<p>12. Establishing Ongoing Leadership Training.</p>
<p>KEY FIVE: HARDWIRE SUCCESS THROUGH SYSTEMS OF ACCOUNTABILITY.</p>
<p>13. Building a Culture that Holds Employees Accountable.</p>
<p>14. Beyond Baptist Health Case: Other Systems on the Journey to WOW!</p>
<p>Appendix: What About the Physicians?</p>
<p>Index.</p>
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Rubrieken
- advisering
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- coaching en trainen
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- inkoop en logistiek
- internet en social media
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