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Item Details
| Title:
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PRESCRIPTION FOR EXCELLENCE: LEADERSHIP LESSONS FOR CREATING A WORLD CLASS CUSTOMER EXPERIENCE FROM UCLA HEALTH SYSTEM
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| By: |
Joseph Michelli |
| Format: |
Hardback |
| List price:
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£35.99 |
| Our price: |
£26.27 |
| Discount: |
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| You save:
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£9.72 |
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| ISBN 10: |
0071773541 |
| ISBN 13: |
9780071773546 |
| Availability: |
Usually dispatched within 1-3 weeks.
 Delivery
rates
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| Stock: |
Currently 0 available |
| Publisher: |
MCGRAW-HILL EDUCATION - EUROPE |
| Pub. date: |
1 June, 2011 |
| Series: |
Business Books |
| Pages: |
320 |
| Description: |
The internationally bestselling author of The Starbucks Experience reveals how UCLA Health System achieves the highest levels of excellence--and explains how business leaders in any industry can get the same results |
| Synopsis: |
Leadership lessons for delivering world-class service from UCLA Health System! Joseph Michelli, author of The Starbuck's Experience and The New Gold Standard, is among the world's top authorities on creating an organizational culture dedicated to service excellence. In his bestselling business guides, he examines how leading service companies dominate their respective industries with innovative customer-experience strategies. Now, Michelli turns his attention to one of the most complex, controversial, and critical industries--healthcare. In Prescription for Excellence, Michelli provides an inside look at an organization that has become the envy of its industry--and he explains how you can dominate your own industry using the same approach. UCLA Health System is revered worldwide for its top-tier patient/customer care. Great physicians, nurses, researchers and staff are only part of the equation; UCLA's overall success is a result of organization-wide collaboration driven by leaders with a shared vision of unyielding excellence and growth.Michelli breaks down UCLA's approach into five simple principles: Commit to Care Leave No Room for Error Make the Best Better Create the Future Service Serves Us From administrative offices to operating rooms to research centers, continued adherence to these principles has guided UCLA to financial strength, social significance, and sustainability. The best part is that these principles translate to any industry, so you, too, can achieve similar goals. Michelli gives you the tools to adapt UCLA's ideas, systems, and leadership principles into your own best practices. Whether it's a healthcare organization, financial institution, or a neighborhood hair salon, good business begins and ends with customer connection. When every worker in an organization focuses on providing quality care for those they serve, success inevitably follows. Business is always personal; UCLA's leadership ensures that this simple truth drives every UCLA employee, every day. Apply the lessons Michelli spells out in Prescription for Excellence to create a system that ensures your people take business personally day in and day out. |
| Publication: |
US |
| Imprint: |
McGraw-Hill Professional |
| Returns: |
Returnable |
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