Prescription for excellence : leadership lessons for creating a world-class customer experience from UCLA Health System / Joseph A. Michelli.

Format:

Book

Author/Creator:

Michelli, Joseph A., 1960- author.

Series:

McGraw-Hill's AccessMedicine

Language:

English

Subjects (All):

UCLA Health System.

Medical care.

Total quality management.

Physical Description:

1 online resource.

Edition:

1st edition

Place of Publication:

New York : McGraw-Hill, 2011.

Language Note:

English

System Details:

text file

Summary:

THE #1 NEW YORK TIMES AND WALL STREET JOURNAL BESTSELLER! “Like any business, a hospital must be true to its core values in order to succeed. ‘Trickle-down values’ start at the top with the best leadership, so that all the stakeholders understand and carry out the institution’s mission. That is the gift that David F einberg has brought to U CLA. I am in awe of his management skills.” —Lynda Resnick, owner of Pom Wonderful, Fiji Water, Teleflora, and Wonderful Pistachios “With clear purpose, unwavering principles, and steadfast leadership, the people at UCLA have established a new bar, a compelling promise, for what healthcare can and should be.” —David M. Lawrence, M.D., former CEO, Kaiser Permanente “An absorbing and educational account of a large institution’s astonishing transformation. The strong, courageous, and focused leadership of David Feinberg and his outstanding team is evident on every page. A tremendous lesson for all large enterprises.” —William E. Simon, Jr., cochairman, William E. Simon & Sons “Most leadership authors describe how to apply common-sense principles. Michelli is a notable exception. He artfully describes the compelling, uncommon leadership practices that transformed UCLA Health System. The resulting lessons are plentiful and powerful for today’s business leader.” —Lee J. Colan, Ph.D., author of Sticking to It: The Art of Adherence About the Book: 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 bestselling books, he examines how leading service companies dominate their respective industries with innovative customerexperience 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 M...

Contents:

UCLA Health System experience

Care takes vision, clarity and consistency

Never enough care

Setting the foundation

Safety : science, selection and challenge

Delivering exceptional outcomes here and now

Quality for less and for all

High-Value innovation

Transformative evolution

Service Excellence

Sustainable success through service without bounds

Your follow-up care plan.

Notes:

Bibliographic Level Mode of Issuance: Monograph.

Includes bibliographical references and index.

Description based on print version record.

ISBN:

9786613079190

9781283079198

1283079194

9780071773904

0071773908

OCLC:

759509934