Results That Last Hardwiring Behaviors That Will Take Your Company to the Top

ISBN-10: 0471757292

ISBN-13: 9780471757290

Edition: 2008

Authors: Quint Studer

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Description:

Quint Studer offers help on how to build a corporate culture that continuously gets results. He has built a thriving career on helping healthcare companies achieve maximum effectiveness and consistent bottom-line results.
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Book details

List price: $24.95
Copyright year: 2008
Publisher: John Wiley & Sons, Incorporated
Publication date: 10/19/2007
Binding: Hardcover
Pages: 320
Size: 6.25" wide x 9.25" long x 1.00" tall
Weight: 1.100
Language: English

Quint Studer not only teaches it, he has done it. After leading organizations to breakthrough results, Quint formed the Studer Groupr, an outcomes firm that implements evidence-based leadership systems that help clients attain and sustain outstanding results. He was named one of the "Top 100 Most Powerful People in Healthcare" by Modern Healthcare magazine for his work on institutional healthcare improvement. Studer was named "Master of Business" by Inc. magazine. For more information, visit www.studergroup.com.

Introduction
Key Tactics
Up Or Out
Defining high, middle and low performers
Dealing with high, middle and low performers
Round For Outcomes
Five critical elements employees want from managers
Nine steps for starting Rounding
Manage Up To Change Corporate Culture
We/They Phenomenon
Art of Managing Up
Handling Hand Offs
Create A Cultural Shift (Feedback Systems)
The Core
Build The Foundation (Passion And Purpose)
Flywheel
Five Pillars
Connect The Dots
Reduce Leadership Variance
Why Leaders Don't Standardize Behaviors
Why Organizations Don't Achieve Lasting Results
Five Ways To Reduce Leadership Variance
Measurement 101
What Gets Measured Gets Improved
Focus On Moving 4s To 5s
Transparency - Helping People Understand The Metrics
Demonstrating Return On Investment
Align Behaviors With Goals And Values
Holding Leaders Accountable
Leader Evaluation Tool
How To Roll Out The Leader Evaluation Tool
Create and Develop Leaders
Principles For Developing Leaders
Phases Of Change
Leadership Development Institutes
Employees
Satisfied Employees Mean A Healthy Bottom Line
Three Building Blocks Of Employee Satisfaction
Know Your Employees "What"
Pursuing The Whats
Improve Employee Selection And Retention
Peer Interviewing
And 90 Day New Employee Meetings
Build Individual Accountability
Renters Vs. Owners
Strategies To Transform Renters Into Owners
Harvest Intellectual Capital
Hardwiring Harvesting
Recognize And Reward Success
Small Prizes Have Big Impact
Reward And Recognition Change As You Mature
Power Of Reward And Recognition
Hardwiring Thank You Notes
How to Implement Reward And Recognition
Find And Recognize Heroes
Power Of Hero Recognition
How To Find Heroes
Customers
Build A Culture Around Service
Standards of Behavior
Summary of how Key Words Impact
Pre and Post Visit Phone Calls
Impact on Customer likelihood to recommend
Ability to exceed high customer expectations
Impact on Bottom Line
Opportunity to retain a customer even when things go wrong
Rounding On Your Customers
The Importance Of Asking The Customer Their What
Rounding On Customers
Three Faces Of Rounding
Random Rounding
Relationship Rounding
Deep Impact Rounding
Key Words At Key Times
What Are Key Words
How To Develop Key Words
AIDET
When To Use Key Words Have Even Great Impact
Service Recovery
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