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Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System
Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System
Author of this audiobook is Joseph Michelli. Publisher is McGraw-Hill Companies, Inc.. This was released on 17-OCT-12. Duration of this Audio Book is 9 hours 36 minutes .. This is abridged.

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Summary : Joseph Michelli, author of The Starbucks Experience and The New Gold Standard, is among the world's top authorities on the principles of creating an organizational culture dedicated to service excellence. In these best-selling books, he examines how leading service companies dominate their respective industries with innovative customer experience strategies. Now, Michelli turns his attention to one of the most complex, controversial, and critical industries - healthcare. In Prescription for Excellence, Michelli provides an inside look at an organization that has become the envy of its industry - and explains how you can dominate your own industry by using the same approach. UCLA Health System is revered worldwide for its top-tier patient/customer care. Great physicians, nurses, researchers, and staff are only part of the equation; UCLA's overall success is a result of organization-wide collaboration that is driven by leaders with a shared vision of unyielding excellence. Michelli breaks down UCLA's approach into five simple principles: Commit to Care Leave No Room for Error Make the Best Better Create the Future Service Serves Us From administrative offices to operating rooms to research centers, continued adherence to these five principles has guided UCLA to financial strength, social significance, and sustainability. The best part is that these principles translate to any industry, so you, too, can achieve similar goals. Michelli gives you the tools to adapt UCLA's ideas, systems, and leadership principles into your own best practices. Whether it is a healthcare organization, a financial institution, or a neighborhood hair salon, good business begins and ends with customer connection. When all workers in an organization focus on providing quality care for those they serve, success inevitably follows. Business is always personal; UCLA's leaders... Read more Asin : B009RT5OCO
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