Baptist Health Care Journey to Excellence Creating a Culture That WOWs!

ISBN-10: 0471708909
ISBN-13: 9780471708902
Edition: 2005
Authors: Al Stubblefield
List price: $27.95 Buy it from $0.80 Rent it from $12.07
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Description: Al Stubblefield illustrates how Baptist Health Care went from a customer satisfaction rating of less than 20 percent to being consistently ranked in the 99 percent range.

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Book details

List price: $27.95
Copyright year: 2005
Publisher: John Wiley & Sons, Incorporated
Publication date: 11/30/2004
Binding: Hardcover
Pages: 240
Size: 6.25" wide x 9.25" long x 1.00" tall
Weight: 0.880
Language: English

Al Stubblefield illustrates how Baptist Health Care went from a customer satisfaction rating of less than 20 percent to being consistently ranked in the 99 percent range.

About the Author
Foreword
Acknowledgments
Introduction: From Ouch! to WOW!
In Search of Competitive Advantage
Five Keys to Achieving Service and Operational Excellence
Create and Maintain a Great Culture
Committing to the Mission
Maintaining a Balanced Approach: Pillars of Operational Excellence
Fueling Employee-Driven Culture Change
Engaging Your Workforce: Communicate, Communicate, Communicate!
Select and Retain Great Employees
Selecting the Best Employees
Maximizing Employee Loyalty
Celebrating Successes through Reward and Recognition
Commit to Service Excellence
Maintaining Quality through Service Teams
Scripting for Superior Service
Developing Rounding and Service Recovery Techniques
Continuously Develop Great Leaders
Establishing Ongoing Leadership Training
Hardwire Success Through Systems of Accountability
Building a Culture that Holds Employees Accountable
Beyond Baptist Health Care: Other Systems on the Journey to WOW!
What About the Physicians?
Index

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