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

Name: Baptist Health Care Journey to Excellence Creating a Culture That WOWs!
Price: 2.82 USD
Availability: InStock
ISBN: 9780471708902

ISBN-10: 0471708909

ISBN-13: 9780471708902

Edition: 2005

Authors: Al Stubblefield

List price: $27.95

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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.

Book details

List price: $27.95
Copyright year: 2005
Publisher: John Wiley & Sons, Incorporated
Publication date: 11/30/2004
Binding: Hardcover
Pages: 240
Size: 6.20" wide x 9.10" long x 0.80" tall
Weight: 0.880
Language: English



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