High Performance Healthcare Using the Power of Relationships to Achieve Quality, Efficiency and Resilience

ISBN-10: 0071621768
ISBN-13: 9780071621762
Edition: 2009
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Book details

List price: $43.95
Copyright year: 2009
Publisher: McGraw-Hill Companies, The
Publication date: 6/22/2009
Binding: Hardcover
Pages: 288
Size: 6.25" wide x 9.25" long x 1.25" tall
Weight: 1.650
Language: English

Jody Hoffer Gittell teaches human resource management and organizational theory at Brandeis University's Heller School for Social Policy and Management. She serves as Director of the Relational Coordination Research Collaborative, and Acting Director of the MIT Leadership Center. Gittell's research explores how coordination by front-line workers contributes to quality and efficiency outcomes in service settings, with a particular focus on the airline and healthcare industries. She has developed a theory of relational coordination, proposing that highly interdependent work is most effectively coordinated through relationships of shared goals, shared knowledge and mutual respect, and demonstrating how organizations can support (or undermine) relational coordination through the design of their work systems. Gittell is the author of dozens of articles and chapters, and several books that translate her findings for practitioners. Her books include The Southwest Airlines Way: Using the Power of Relationships to Achieve High Performance (McGraw-Hill, 2003), Up in the Air: How the Airlines Can Improve Performance by Engaging Their Employees (Cornell University Press, 2009), High Performance Healthcare: Using the Power of Relationships to Achieve Quality, Efficiency and Resilience (McGraw-Hill, 2009), and most recently Sociology of Organizations: Structures and Relationships (co-authored with Mary Godwyn, Ph.D.) (SAGE, 2011).Gittell won the Outstanding Young Scholar of the Year Award in 2004 from the Labor and Employment Relations Association, a Best Book Award for Industry Studies in 2005 from the Alfred P. Sloan Foundation, a Best Paper Award in 2008 from the Human Resources Division of the Academy of Management, and the Douglas McGregor Award for Best Paper of the Year in 2008 from the Journal of Applied Behavioral Science. Before joining the faculty at Brandeis University, Gittell received her PhD from the MIT Sloan School of Management and taught at the Harvard Business School.

Preface
Transforming Healthcare
The Challenges We Face
What Is Relational Coordination?
How Relational Coordination Drives Quality and Efficiency Performance
Building a High Performance Work System
A Different Kind of High Performance Work System
Select for Teamwork
Measure Team Performance
Reward Team Performance
Resolve Conflicts Proactively
Invest in Frontline Leadership
Design Jobs for Focus
Make Job Boundaries Flexible
Create Boundary Spanners
Connect through Pathways
Broaden Participation in Patient Rounds
Develop Shared Information Systems
Partner with Your Suppliers
Combine Work Practices to Build a High Performance Work System
Getting from Here to There
Respond to Pressure with Resilience
Transform Your Organization in a Systemic and Sustainable Way
Make Unions Your Partners, Not Adversaries
Support Change at the Industry Level
Notes for Text
Notes for Exhibits
Index

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