Baptist Health Care Journey to Excellence Creating a Culture That WOWs!
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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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All the information you need in one place! Each Study Brief is a summary of one specific subject; facts, figures, and explanations to help you learn faster.
List price: $27.95
Copyright year: 2005
Publisher: John Wiley & Sons, Incorporated
Publication date: 11/30/2004
Size: 6.25" wide x 9.25" long x 1.00" tall
|About the Author|
|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?|