Prescription For Excellence Leadership Lessons For Creating A World Class Customer Experience From Ucla Health System

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Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System

Author : Joseph A. Michelli
Publisher : McGraw Hill Professional
ISBN 13 : 0071773908
Total Pages : 347 pages
Book Rating : 4.0/5 (717 download)

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Book Synopsis Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System by : Joseph A. Michelli

Download or read book Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System written by Joseph A. Michelli and published by McGraw Hill Professional. This book was released on 2011-05-20 with total page 347 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 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 leadership ensures that this simple truth drives every UCLA employee, every day. Apply the lessons Michelli spells out in Prescription for Excellence to create a system that ensures that your people take business personally, day in and day out.

Prescription for Excellence

Author :
Publisher :
ISBN 13 : 9780071780452
Total Pages : 304 pages
Book Rating : 4.7/5 (84 download)

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Book Synopsis Prescription for Excellence by :

Download or read book Prescription for Excellence written by and published by . This book was released on 2011 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: Provides a business model based on the UCLA Health System and explains how other businesses can use the same system to provide excellent customer experiences and dominate their industry.

Mindchamps Way, The: How To Turn An Idea Into A Global Movement

Author : Joseph A Michelli
Publisher : World Scientific
ISBN 13 : 9811205353
Total Pages : 174 pages
Book Rating : 4.8/5 (112 download)

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Book Synopsis Mindchamps Way, The: How To Turn An Idea Into A Global Movement by : Joseph A Michelli

Download or read book Mindchamps Way, The: How To Turn An Idea Into A Global Movement written by Joseph A Michelli and published by World Scientific. This book was released on 2019-06-27 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do a passion to create an education revolution and the business acumen to fuel rapid and spectacular global expansion co-exist within one organisation?Find out in The MindChamps Way ...In his latest insightful study of strategy and leadership, Joseph Michelli (#1 New York Times & Wall Street Journal Bestselling Author), shares the unique philosophy and the values-driven strategies of a dynamic organization, whose growing presence on the world stage has the potential to fundamentally shape the future of 'individuals, families, communities, countries, and education systems' across the globe.The MindChamps Way demonstrates how combining a strong, 'big-picture' philosophy with a carefully planned and executed business strategy can inspire staff, clients and an unlikely range of interested stakeholders.Read how:

Confluence of Policy and Leadership in Academic Health Science Centers

Author : Steven A. Wartman
Publisher : CRC Press
ISBN 13 : 1000605205
Total Pages : 163 pages
Book Rating : 4.0/5 (6 download)

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Book Synopsis Confluence of Policy and Leadership in Academic Health Science Centers by : Steven A. Wartman

Download or read book Confluence of Policy and Leadership in Academic Health Science Centers written by Steven A. Wartman and published by CRC Press. This book was released on 2022-02-22 with total page 163 pages. Available in PDF, EPUB and Kindle. Book excerpt: Academic Health Science Centers are complex organizations with three principal functions: the education of the next generation of health professionals; the conduct of biomedical and clinical research that leads to new treatments and approaches to disease; and the delivery of comprehensive and advanced patient care. This is the first comprehensive book that describes in detail the knowledge and skill base necessary to successfully lead these complex organizations. Written by the world's leading authorities it combines the science of leadership, organizational structure, financial and personnel management, public relations and communications, trainee and student policy, community relations, and globalization. "This volume focuses on policy considerations that provide the foundation for AHSCs to thrive. While the legislation, challenges, and strategies will change over time, the need for strong policy to influence and guide organizational and individual behavior will not. AHSCs are complex organizations that must continue to evolve to face the multifactorial nature of health care problems. How they do so will depend to a great extent not only on having appropriate policies in place but also on their success in translating these policies into effective implementation." Andrew M. Ibrahim and M. Roy Wilson, in the Foreword

Foundations of Health Care Management

Author : Bernard J. Healey
Publisher : John Wiley & Sons
ISBN 13 : 1118235193
Total Pages : 664 pages
Book Rating : 4.1/5 (182 download)

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Book Synopsis Foundations of Health Care Management by : Bernard J. Healey

Download or read book Foundations of Health Care Management written by Bernard J. Healey and published by John Wiley & Sons. This book was released on 2012-08-09 with total page 664 pages. Available in PDF, EPUB and Kindle. Book excerpt: Foundations of Health Care Management Leaders and managers throughout the health care system are facing ever more challenging changes in the way care is delivered, paid for, and evaluated. Foundations of Health Care Management: Principles and Methods offers an innovative, concise, reader-friendly introduction to health care management and administration. It addresses the need for new skills in managers of health care facilities and for those planning to enter health care management positions. The book covers such critical topics as leadership training, change management, conflict management techniques, culture building, quality improvement, and communications skills, as well as collaboration in the improvement of population health. Foundations of Health Care Management also concentrates on innovations and describes steps in the transition to more decentralized and creative approaches to the management of health care facilities. The book covers physician management from the physician's viewpoint, a valuable perspective for health care managers. The book serves important dual purposes for faculty and students by providing both insights into the health care field as well as foundational content on essential management and leadership competencies. A full set of support materials is available for instructors at the book's companion Web site.

Learn or Die

Author : Edward D. Hess
Publisher : Columbia University Press
ISBN 13 : 0231170246
Total Pages : 282 pages
Book Rating : 4.2/5 (311 download)

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Book Synopsis Learn or Die by : Edward D. Hess

Download or read book Learn or Die written by Edward D. Hess and published by Columbia University Press. This book was released on 2014-09-23 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: New and evolving technologies and increasing globalization continue to impact many businesses. To compete in this rapidly changing environment, individuals and organizations must take their ability to learnÑthe foundation for continuous improvement, operational excellence, and innovationÑto a much higher level. In Learn or Die, Edward D. Hess combines recent advances in neuroscience, psychology, behavioral economics, and education with key research on high-performance businesses to create an actionable blueprint for becoming a leading-edge learning organization. Learn or Die examines the process of learning from both an individual and an organizational standpoint. From an individual perspective, the book discusses the cognitive, emotional, motivational, attitudinal, and behavioral factors that promote better learning. Organizationally, Learn or Die focuses on what kind of structures, culture, leadership, employee learning behaviors, and human resource policies are necessary to create an environment that enables critical and innovative thinking, learning conversations, and collaboration. The volume also provides strategies to mitigate the reality that humans can be reflexive, lazy thinkers who seek confirmation of what they believe to be true and affirmation of their self-image, a reality that makes seeking the truth and high-quality learning difficult. Exemplar learning organizations discussed in the book include the secretive Bridgewater Associates, LP; Intuit, Inc.; United Parcel Service (UPS); W. L. Gore & Associates; and IDEO.

Mastering Leadership

Author : Alan T. Belasen
Publisher : Jones & Bartlett Publishers
ISBN 13 : 1284043231
Total Pages : 350 pages
Book Rating : 4.2/5 (84 download)

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Book Synopsis Mastering Leadership by : Alan T. Belasen

Download or read book Mastering Leadership written by Alan T. Belasen and published by Jones & Bartlett Publishers. This book was released on 2016 with total page 350 pages. Available in PDF, EPUB and Kindle. Book excerpt: The challenges facing the healthcare industry are unparalleled in scope, number, and magnitude. Organizational realignments of health care systems, uncertainty about the course and impact of legislation, an aging population with evolving clinical needs, the rapid evolution of information management technologies--all combined with pressure to establish reliable systems of quality management have created an unprecedented environment for health care leaders at every level of the system. Mastering Leadership: A Vital Resource for Health Care Organizations defines and clarifies the extraordinary challenges leaders in the health care industry are facing and will continue to confront in the coming years. This text advances a model of leadership that enables executives to steer their organizations through the maze of uncertainty created by legislative, economic, demographic, clinical, information management, and political change. With contributions from leading scholars and experts in the field, the authors skillfully demonstrate how the transformational demands of leadership can be effectively integrated with the transactional and operational necessities of managing. Key Features: - Uses the Competing Values Framework to guide leaders toward an aptitude for assimilating vision development, strategic planning, and operational management. - Lead authors highly experienced in a professional and academic capacity, having served as both health care executives and leaders of growing graduate programs in business, management, and leadership. - Organized into four distinct sections: competition and commitment; communication and collaboration; community and credibility; as well as coordination and compliance.

Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way

Author : Joseph Michelli
Publisher : McGraw Hill Professional
ISBN 13 : 007181227X
Total Pages : 288 pages
Book Rating : 4.0/5 (718 download)

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Book Synopsis Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way by : Joseph Michelli

Download or read book Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way written by Joseph Michelli and published by McGraw Hill Professional. This book was released on 2015-12-08 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Wall Street Journal bestseller Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight In his previous bestsellers--The Starbucks Experience, The New Gold Standard, and Prescription for Excellence--Joseph Michelli revealed customer experience practices and strategies of beloved businesses. Now, in this timely new book, he shares the greatest customer-driven insights behind one of the most iconic brand names in the world: Mercedes-Benz USA. DRIVEN TO DELIGHT reveals: How Mercedes-Benz USA launched a multi-year program to elevate their customer experience--even though their product was already “best in class.” How they activated people, improved processes, and deployed technology to emotionally engage customers. How the Mercedes-Benz approach can jump-start any customer-driven business—by accelerating your commitment to the customer experience. Filled with exclusive front-seat insights from Mercedes-Benz employees, eye-opening testimonials from passionate Mercedes-Benz fans, and solid nuts-and-bolts advice for creating your own consumer-aligned road map, Driven to Delight will help you retool your strategies, reignite your customers, and refuel your team for the long haul. Mercedes-Benz. The name alone conjures images of luxury, innovation, quality, and performance. But in today’s market, you need more than a world-class product to outpace the competition--which is why the executives at Mercedes-Benz USA set a course to create a customer experience in keeping with their legendary cars. This is the story of how an organization became Driven to Delight. It reveals the action plan Mercedes-Benz USA used to catapult the company to first place rankings in national customer satisfaction studies while at the same time growing sales and profits. With unprecedented access to company personnel, customer experience expert Joseph Michelli charts the journey the company took and identifies the all-important keys to driving delight in any customer-based organization. You’ll learn how to: Create a compelling vision for exceptional customer experiences Identify the ever changing wants, needs, and desires of your customer segments Map out your key customer journeys and high value contact points Effectively evaluate customer perceptions throughout their journey with you Resolve customer needs swiftly and constantly improve your delivery processes Link rewards and recognition to customer experience excellence throughout your organization These proven techniques are part of the Mercedes-Benz USA “Driven to Delight” culture which sets a new gold standard in customer service, employee engagement, and peak performance. You’ll find step-by-step strategies that can be customized to fit your business model and customer needs. You’ll discover invaluable tools like Vision Mapping, Customer Journey Wheels, Customer-Centric Strategy and Resource Planning Processes --plus 20 Key Questions you can use to diagnose your progress and steer your company in the right direction. Along the way, you’ll get a rare first-hand comprehensive view of a world-class company in action. You’ll see how a “best or nothing” organization became customer obsessed, mile after mile, year after year. Most importantly, you’ll learn how to ramp up your own customer experience, rev up your customer commitment, and take your customers on a journey that’s bound to delight--the Mercedes-Benz way. Joseph A. Michelli is an internationally sought-after speaker, author, and organizational consultant. His books include The Starbucks Experience, The New Gold Standard, The Zappos Experience, Leading the Starbucks Way, and Prescription for Excellence, which hit #1 on The New York Times, Wall Street Journal, and USA Today bestseller lists.

The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging

Author : Joseph Michelli
Publisher : McGraw Hill Professional
ISBN 13 : 1260455459
Total Pages : 304 pages
Book Rating : 4.2/5 (64 download)

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Book Synopsis The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging by : Joseph Michelli

Download or read book The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging written by Joseph Michelli and published by McGraw Hill Professional. This book was released on 2019-10-16 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: An unprecedented inside look at how Airbnb and its host community create dynamic customer experiences and build brand loyalty in the sharing economy Airbnb best embody the entrepreneurial and disruptive spirit of today’s sharing economy. Since its early days as a humble start-up, Airbnb has evolved into a revolutionary force in the short-term housing market as a platform where hosts provide listings spread across more than 81,000 cities and 191 countries. Airbnb’s leadership strives to support the host community to ensure a consistent, on-brand experience for every guest, every time. The Airbnb Way delivers proven methods for increasing customer engagement, loyalty, and referrals that can be utilized in every service setting and in any industry. Exclusive interviews with Airbnb leaders and rich stories from hosts and guests provide an inside look into the wildly popular online rental platform. The book features: •Airbnb strategies and practices that will drive customer engagement and loyalty •Expert advice on how to provide phenomenal customer service •Illuminating stories about Airbnb guest and host experiences•Unique leadership principles for activating all stakeholders--including those who share resources and services and more

When Fish Fly

Author : Joseph Michelli
Publisher : Hachette Books
ISBN 13 : 1401381448
Total Pages : 124 pages
Book Rating : 4.4/5 (13 download)

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Book Synopsis When Fish Fly by : Joseph Michelli

Download or read book When Fish Fly written by Joseph Michelli and published by Hachette Books. This book was released on 2004-08-04 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt: "You can energize your people and delight your customers by modeling the fabulous ideas that come from the World Famous Pike Place Fish Market." -- Ken Blanchard, co-author of The One Minute Manager In this revealing business advice book, the magic of the World Famous Pike Place Fish Market proves a dynamic example of what a group of people can create when they are aligned and living a powerful vision. Here for the first time, owner John Yokoyama explains in his own words just how he transformed his business into a workplace that is renowned worldwide. When Fish Fly offers Yokoyama's cohesive strategy for achieving world famous results for owners, managers, and front-line workers alike. Once you understand the generative principles behind the World Famous Pike Place Fish Market you, too, can develop a culture that leads to excellent employee morale and legendary customer service.

Maslow on Management

Author : Abraham H. Maslow
Publisher : John Wiley & Sons
ISBN 13 : 0471247804
Total Pages : 341 pages
Book Rating : 4.4/5 (712 download)

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Book Synopsis Maslow on Management by : Abraham H. Maslow

Download or read book Maslow on Management written by Abraham H. Maslow and published by John Wiley & Sons. This book was released on 1998-09-14 with total page 341 pages. Available in PDF, EPUB and Kindle. Book excerpt: A seminal work onhuman behavior in the workplace-now completely updated "At last! We have all been quoting Maslow for years and to now have such an excellent compilation of his seminal thoughts on management and organization comes like a timely gift from heaven. The values and principles he taught decades ago are even more relevant today." -Stephen Covey, author, The Seven Habits of Highly Successful People. "Maslow's book is a readable, impressionistic masterpiece that extolled the virtues of collaborative, synergistic management decades ahead of its time. This edition reveals just how much the management thinkers of our day, including Peter Drucker, W. Edwards Deming, and Peter Senge, owe to Maslow, and how much, at the dawn of the twenty-first century, management can still learn from his insights." -Andrea Gabor, author, The Man Who Discovered Quality. "Maslow's brilliant and humane perspectives are made easily accessible in this exceptional book. It's also quite humbling-why haven't we yet actualized the truths about human nature and the nature of work?" -Margaret J. Wheatley, author, Leadership and the New Science and A Simpler Way. "Maslow's profound concept of self-actualization could generate a Copernican Revolution of work and society, catapulting us out of what future generations will look back on as the dark ages of management." -Jim Collins, coauthor, Built to Last. The pioneer behind the hierarchy of needs and the concept of self-actualization, Dr. Abraham Maslow was-and is-one of the world's most esteemed experts on human behavior and motivation. However, while perhaps most famous for his work in the area of humanistic psychology, his legacy of work encompasses much more, extending into the realms of business and management. Having explored and studied the relationship between human behavior and the work situation, Maslow translated the science of the mind into the art of management=an important interpretation first published in the far-sighted treatise, Eupsychian Management, and whose impact continues to be felt today. Now, this seminal work has been updated, primed to introduce new readers to-and reacquaint old admirers with-what some have called the renowned psychologist's best book. Bringing into perspective the lasting impact of Maslow's groundbreaking principles, Maslow on Management illustrates how they have withstood the test of time to become integral components of current management practices, such as continuous improvement, Theory X, and empowerment. Offering insight into using these and other tools to effectively tackle present-day business situations, from heightened competitiveness to globalization to emerging technologies, Maslow on Management covers a wealth of timeless topics, including: * Self-actualization-the freedom to effectuate one's own ideas, try things out, make decisions, and make mistakes * Synergy-what is beneficial for the individual is beneficial for everyone; individual success should not occur at the expense of others; align organizational goals with personal goals * Enlightened management policy-assume that all your people have the impulse to achieve; everyone prefers to be a prime mover rather than a passive helper; everyone wants to feel important, needed, useful, successful, and proud; there is no dominance-subordination hierarchy. To complement Dr. Maslow's original writings and to demonstrate how his forward-thinking ideas are being played out in today's business world, Maslow on Management features interviews with Perot Systems Chairman Mort Meyerson, Non-Linear Systems founder Andrew Kay, Esalen Institute founder Michael Murphy, and other prominent figures who provide incisive commentary on subjects ranging from creativity in business to leadership lessons for the digital age. Epitomizing the genius of its author and embodying his elegant ruminations, Maslow on Management is still as important as it was when it first appeared. A true classic, this is essential reading for all managers.

Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People

Author : Joseph A. Michelli
Publisher : McGraw Hill Professional
ISBN 13 : 0071801251
Total Pages : 306 pages
Book Rating : 4.0/5 (718 download)

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Book Synopsis Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People by : Joseph A. Michelli

Download or read book Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People written by Joseph A. Michelli and published by McGraw Hill Professional. This book was released on 2013-09-03 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offers five principles that have fueled the long-term global sustainability at Starbucks and can be applied to any company.

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

Download The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company PDF Online Free

Author : Joseph A. Michelli
Publisher : McGraw Hill Professional
ISBN 13 : 0071641637
Total Pages : 332 pages
Book Rating : 4.0/5 (716 download)

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Book Synopsis The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by : Joseph A. Michelli

Download or read book The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company written by Joseph A. Michelli and published by McGraw Hill Professional. This book was released on 2008-07-01 with total page 332 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as: Understanding the ever-evolving needs of customers Empowering employees by treating them with the utmost respect Anticipating customers' unexpressed needs and concerns Developing and conducting an unsurpassed training regimen Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them. The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.

Good to Great

Author : Jim Collins
Publisher : Harper Collins
ISBN 13 : 0066620996
Total Pages : 320 pages
Book Rating : 4.0/5 (666 download)

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Book Synopsis Good to Great by : Jim Collins

Download or read book Good to Great written by Jim Collins and published by Harper Collins. This book was released on 2001-10-16 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Challenge Built to Last, the defining management study of the nineties, showed how great companies triumph over time and how long-term sustained performance can be engineered into the DNA of an enterprise from the verybeginning. But what about the company that is not born with great DNA? How can good companies, mediocre companies, even bad companies achieve enduring greatness? The Study For years, this question preyed on the mind of Jim Collins. Are there companies that defy gravity and convert long-term mediocrity or worse into long-term superiority? And if so, what are the universal distinguishing characteristics that cause a company to go from good to great? The Standards Using tough benchmarks, Collins and his research team identified a set of elite companies that made the leap to great results and sustained those results for at least fifteen years. How great? After the leap, the good-to-great companies generated cumulative stock returns that beat the general stock market by an average of seven times in fifteen years, better than twice the results delivered by a composite index of the world's greatest companies, including Coca-Cola, Intel, General Electric, and Merck. The Comparisons The research team contrasted the good-to-great companies with a carefully selected set of comparison companies that failed to make the leap from good to great. What was different? Why did one set of companies become truly great performers while the other set remained only good? Over five years, the team analyzed the histories of all twenty-eight companies in the study. After sifting through mountains of data and thousands of pages of interviews, Collins and his crew discovered the key determinants of greatness -- why some companies make the leap and others don't. The Findings The findings of the Good to Great study will surprise many readers and shed light on virtually every area of management strategy and practice. The findings include: Level 5 Leaders: The research team was shocked to discover the type of leadership required to achieve greatness. The Hedgehog Concept (Simplicity within the Three Circles): To go from good to great requires transcending the curse of competence. A Culture of Discipline: When you combine a culture of discipline with an ethic of entrepreneurship, you get the magical alchemy of great results. Technology Accelerators: Good-to-great companies think differently about the role of technology. The Flywheel and the Doom Loop: Those who launch radical change programs and wrenching restructurings will almost certainly fail to make the leap. “Some of the key concepts discerned in the study,” comments Jim Collins, "fly in the face of our modern business culture and will, quite frankly, upset some people.” Perhaps, but who can afford to ignore these findings?

Strauss and Mayer’s Emergency Department Management (eBook)

Author : Robert W. Strauss
Publisher : McGraw Hill Professional
ISBN 13 : 0071769692
Total Pages : 785 pages
Book Rating : 4.0/5 (717 download)

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Book Synopsis Strauss and Mayer’s Emergency Department Management (eBook) by : Robert W. Strauss

Download or read book Strauss and Mayer’s Emergency Department Management (eBook) written by Robert W. Strauss and published by McGraw Hill Professional. This book was released on 2013-09-05 with total page 785 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Comprehensive, Practical Text on Effectively Running an Emergency Department Emergency Department Management is a real-world, pragmatic guide designed to help emergency department managers efficiently handle the many complex issues that arise in this challenging clinical environment. Written by professionals who have spent their entire careers in the service of emergency department patients, this unique text delivers practical solutions to virtually any problem that may arise in running an emergency department or acute care center. COMPLETE, EXPERT COVERAGE OF EVERY IMPORTANT MANAGEMENT TOPIC, INCLUDING: Leadership Principles Operations Informatics Quality and Service Finance Reimbursement Contracts Legal and Regulatory Issues Malpractice Human Resources Emergency Department Management offers the guidance and expertise required to deliver consistent, rapid, high-quality care. It is the single-best resource available to help you navigate the leadership challenges that arise daily in the emergency department.

Landing in the Executive Chair

Author : Linda D. Henman
Publisher : Red Wheel/Weiser
ISBN 13 : 1601636733
Total Pages : 288 pages
Book Rating : 4.6/5 (16 download)

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Book Synopsis Landing in the Executive Chair by : Linda D. Henman

Download or read book Landing in the Executive Chair written by Linda D. Henman and published by Red Wheel/Weiser. This book was released on 2011-05-15 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today’s fast-paced, unprecedented, and unpredictable economy, many executives simply don’t know what to do. Conventional methods—which many never entirely be understood in the first place—often don’t work during economic upheaval. Executives, especially CEOs, need something better. They need a guide that identifies the roadblocks and points out the landmines. In her more than 30 years of working with hundreds of executives, Dr. Linda Henman has observed the critical elements of success, both for the new leader and the one who aspires to the next level of success. In Landing in the Executive Chair, you’ll learn how to: Avoid the pitfalls and identify a clear plan for personal and organizational success. Leverage the first months in a new executive position—that time of transition that promises opportunity and challenge, but also often brings a period of great vulnerability. Create a competitive advantage, set the right tone, make effective decisions, keep talent inside your doors, and establish credibility—all while navigating unfamiliar and turbulent waters. As organizations expand and grow, the skills that led to success often won’t sustain further development in a more complex, high-stakes environment. Present and future executives need more. They need Landing in the Executive Chair.

The Zappos Experience: 5 Principles to Inspire, Engage, and WOW

Author : Joseph A. Michelli
Publisher : McGraw Hill Professional
ISBN 13 : 0071752471
Total Pages : 349 pages
Book Rating : 4.0/5 (717 download)

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Book Synopsis The Zappos Experience: 5 Principles to Inspire, Engage, and WOW by : Joseph A. Michelli

Download or read book The Zappos Experience: 5 Principles to Inspire, Engage, and WOW written by Joseph A. Michelli and published by McGraw Hill Professional. This book was released on 2011-10-07 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt: Make every day a WOW day for your customers, your staff—and your bottom line! “In your hands is a manifesto on how Zappos completely blew away the standard of delivering a consumer-centric experience and a revolutionary company culture. Joseph helps us all understand how to achieve a little more of that Zappos magic.” —Eric Ryan, method cofounder and person against dirty “If you’re looking for an inspirational path for creating a likable, trustworthy, and wow! organization, you’ve hit the mother lode.” —Guy Kawasaki, former chief evangelist of Apple and author of Enchantment: The Art of Changing Hearts, Minds, and Actions “This book provides a roadmap to a successful business by taking inspiration and examples from one of the most innovative, progressive companies of our time. Don’t just read it; use it.” —Tony Hawk, professional skateboarder and author of HAWK—Occupation: Skateboarder and How Did I Get Here? The Ascent of an Unlikely CEO “Thanks to Joseph Michelli, you can learn exactly how Zappos hit it big and how you can too. By using the five principles Joseph has distilled, you can supercharge your efforts and start down the path to legendary success.” —Mark Sanborn, President, Sanborn & Associates, Inc., and author of The Fred Factor and You Don’t Need a Title to Be a Leader “Often, business owners look at media darlings like Zappos with their mouths agape, full of awe but unable to take action. For those eager to do more than watch, Joseph Michelli deconstructs the Zappos story and makes it attainable.” —Seth Godin, author of Poke the Box About the Book: ZAPPOS. The name has come to stand for a new standard of customer service, an amazing online shopping experience, a great place to work, and the most impressive transformational business success story of our time. Simply put, Zappos is revolutionizing business and changing lives. Now, Joseph Michelli, author of the internationally bestselling business books Prescription for Excellence and The Starbucks Experience, explains how Zappos does it—and how you can do it in your industry. The Zappos Experience takes you through—and beyond—the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-today basis while providing the “big picture” leadership methods that have earned the company $1 billion in annual gross sales during the last ten years—with almost no advertising. Michelli breaks the approach down into five key elements: Serve a Perfect Fit—create bedrock company values Make it Effortlessly Swift—deliver a customer experience with ease Step into the Personal—connect with customers authentically S T R E T C H—grow people and products Play to Win—play hard, work harder When you enhance the customer experience, increase employee engagement, and create an energetic culture, you can’t help but succeed. Zappos has woven these five key components into a seamless strategy that’s the envy of business leaders. Now that strategy is yours. With The Zappos Experience, Joseph Michelli delivers a package for instant success right to your doorstep. All you have to do is open and use it.