Author: Al Stubblefield
Publisher: John Wiley & Sons
ISBN: 1118046099
Category : Business & Economics
Languages : en
Pages : 240
Get Book Here
Book Description
An insider's look at corporate culture at one of Fortune’s Top 100 Best Companies to Work for in America A business can purchase, imitate, or replicate most of its elements, but when a business places its competitive advantage with its people, it can become the market leader. The Baptist Health Care Journey to Excellence 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. Written by the man who made it happen, this book sets benchmarks and best practices for organizations to measure themselves against by creating a service-centered culture that cares first and foremost about customer satisfaction. "This crystal-clear book offers to any who will listen invaluable, detailed guidance on how and why to move toward a true culture of excellence in hospital care. It isn't easy, but, as their results show, it's a journey well worth taking." —Donald M. Berwick, MD, president and CEO, Institute for Healthcare Improvement The Baptist Health Care Journey to Excellence presents tested principles and best practices to help improve your corporate culture and customer satisfaction, which will lead to loyalty, stability, sustained productivity, and profitability in your own organization. Order your copy today!
Author: Charles Protzman
Publisher: CRC Press
ISBN: 1439813868
Category : Business & Economics
Languages : en
Pages : 393
Get Book Here
Book Description
Winner of a 2013 Shingo Research and Professional Publication AwardThis practical guide for healthcare executives, managers, and frontline workers, provides the means to transform your enterprise into a High-Quality Patient Care Business Delivery System. Designed for continuous reference, its self-contained chapters are divided into three primary s
Author: James L. Heskett
Publisher: Harvard Business Press
ISBN: 1422140296
Category : Business & Economics
Languages : en
Pages : 233
Get Book Here
Book Description
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit such enthusiasm for their organization that they infect countless customers with similar satisfaction, loyalty, and dedication. Customer-owners are in turn so satisfied with their experience that they relate their stories to others, persuade them to try your product, and provide constructive criticism and new product ideas. As a new generation of managers has been changing the way that products and services are designed and delivered, authors Heskett, Sasser, and Wheeler have followed the evolution of this new ownership model. Case studies from companies as diverse as Harrah's Entertainment, ING Direct, Build-a-Bear Workshop, and Wegmans Food Markets bring home the central principle of engagement - and showcase ways to raise the ownership quotient among both your employees and your customers. With the authors' decades of consulting and research paving the way, you'll learn to identify your customer-owners; consistently exceed their expectations in ways they truly appreciate; and foster, measure, and grow the Ownership Quotient throughout your company. An organization that learns how to cultivate an ownership attitude creates a self-reinforcing relationship between customers and front-line employees. The lifetime value of a customer-owner can be equivalent to that of more than a hundred typical customers. And that makes the lifetime value of an employee who can promote customer ownership priceless. This powerful and practical book shows you how to add that value to your company and delight your employees, customers, and investors. Is your organization ready to make the transition to an ownership state of mind?
Author: Vicki D. Lachman
Publisher: Springer Publishing Company
ISBN: 0826110894
Category : Business & Economics
Languages : en
Pages : 288
Get Book Here
Book Description
Print+CourseSmart
Author: Graham Lowe
Publisher: University of Toronto Press
ISBN: 1442698772
Category : Business & Economics
Languages : en
Pages : 273
Get Book Here
Book Description
The current global economic environment is defined by unprecedented uncertainty, a premium placed on knowledge, and the threat of future talent scarcity. Key to an organization's success under these conditions is its ability to strengthen the links between people and performance. Creating Healthy Organizations provides executives, managers, human resource professionals, and employees an action-oriented approach to forging these connections by creating and sustaining vibrant and productive workplaces. A healthy organization operates in ways that benefits all stakeholders, including employees, customers, shareholders, and communities. Using a wide range of examples from a variety of internationally based industries, Graham Lowe integrates leading practices with research on workplace health and wellness, quality work environments, employee engagement, organizational performance, and corporate social responsibility to make a compelling business case for creating healthy, resilient, and sustainable organizations. Creating Healthy Organizations offers readers, whether CEOs or front-line workers, an innovative framework and practical tools for planning, implementing, and measuring healthy change in their workplaces.
Author: Charles Protzman
Publisher: CRC Press
ISBN: 1482234483
Category : Business & Economics
Languages : en
Pages : 324
Get Book Here
Book Description
This book is part of a series of titles that are a spin-off of the Shingo Prize-winning book Leveraging Lean in Healthcare: Transforming Your Enterprise into a High Quality Patient Care Delivery System. Each book in the series focuses on a specific aspect of healthcare that has demonstrated significant process and quality improvements after a Lean
Author: Joyce Kerpchar
Publisher: CRC Press
ISBN: 1482237326
Category : Business & Economics
Languages : en
Pages : 364
Get Book Here
Book Description
This book is part of a series of titles that are a spin-off of the Shingo Prize-winning book Leveraging Lean in Healthcare: Transforming Your Enterprise into a High Quality Patient Care Delivery System. Each book in the series focuses on a specific aspect of healthcare that has demonstrated significant process and quality improvements after a Lean
Author: Kenneth H. Cohn
Publisher: Bloomsbury Publishing USA
ISBN: 0313084661
Category : Business & Economics
Languages : en
Pages : 738
Get Book Here
Book Description
The rapid pace of change in the healthcare industry is creating turbulence for just about everyone. For consumers, affordable access to quality healthcare is an issue of primary importance. For employers, health benefits have grown to be an alarmingly large component of their compensation packages. For physicians and other healthcare providers, practice management has become increasingly demanding. Each of this set's three volumes untangles the complexity, provides answers to knotty questions, and points the way toward better healthcare for all. Features include commentary, prescriptions, and insights from leaders in the healthcare industry, including physicians, attorneys, administrators, educators, and business consultants. The result: a landmark set filled with provocative analysis and practical recommendations destined to improve the delivery of healthcare. The rapid pace of change in the healthcare industry is creating turbulence for just about everyone. For consumers, affordable access to quality healthcare is an issue of primary importance. For employers, health benefits have grown to be an alarmingly large component of their compensation packages. For physicians and other healthcare providers, practice management has become increasingly demanding. Complexity is the rule, thanks to government regulations and insurer requirements, the expansion of technology in everything from diagnosis to records, and the desire of policymakers and others to have a say in how healthcare is delivered and to whom. The Business of Healthcare provides Rx to these and other challenges in three volumes: Volume 1: Practice Management Volume 2: Leading Healthcare Organizations Volume 3: Improving Systems of Care. Each volume features commentary and insights from leaders in the healthcare industry, including physicians, attorneys, administrators, educators, and business consultants. The result: a landmark set filled with provocative analysis and practical recommendations destined to improve the delivery of healthcare. The Business of Healthcare presents ideas and information that until now have been sequestered in a variety of professional journals and books, in isolation from each other. For the first time, healthcare professionals, consumers, scholars, students, and policymakers alike will have access to the same body of information about a critical sector of the economy-one that represents 15 percent of the U.S. national GDP, consumes 10 percent of federal government spending, and employs twelve million people. This three-volume set will address the current debates that are determining the future course of the industry. Volume 1: Practice Management: Physicians are beginning to realize that, in addition to providing health care, they are owners and managers of multi-million dollar enterprises. Unfortunately, most have not received formal training in the skills needed to operate such a business. In this volume, experts will present practical advice for physicians (as well as their practice managers and staff) to improve operations. Topics include: *The opportunities and challenges of solo practice. *The logistics of joining and leaving a physician practice. *Performance management in physician practices. *Creating a culture of accountability in physician practices. *Managing difficult and disruptive physicians. *Developing and promoting a physician practice. *Internet marketing of physician practices. *The potential benefits and implementation roadblocks of pay for performance. *Accounts receivable management in hospital and physician practices. *The future of the physician practice. Volume 2: Leading Healthcare Organizations: Whether running their own practice or working as a part of a larger organization, health professionals are being called upon to provide leadership—something more important than ever in health care, where some sectors of the industry are in turmoil, while others are being transformed entirely. This volume will offer insights into the changing role of leadership throughout an organization, and describe how health professionals can exert their influence to effect positive change. Topics covered include: *Perspectives on leading complex healthcare delivery systems. *Mending the gap between practicing physicians and hospital executives. *The physician's role on the hospital board, and a blueprint for success. *The impact of biotechnology advances on healthcare delivery. *The impact of informatics on healthcare delivery. *The next frontier in addressing clinical hospital supply costs. *Liability risk management: Saving money and relationships. *Pastoral medicine: The impact of pastoral care. *The role of complementary and alternative medicine in healthcare today. Volume 3: Improving Systems of Care : This volume explores the current state of health care, and it describes the critical issues that must be resolved in the short run and the long run to ensure that the industry provides the value that the public both demands and deserves. Topics include: *Quality in healthcare: concepts and practice. *Adapting proven aviation safety tools to healthcare: Improving healthcare by changing the safety culture. *Introduction to healthcare information technology. *Market dynamics and financing strategies in the development of medical technologies. *An innovative service delivery model for specialized care. *The impact of healthcare on the US economy. *Improving systems of care: a patient's perspective. *The cost of end-of-life care. *Building the bridge between business and medicine. Better, more efficient healthcare is not just possible but needed more than ever. The Business of Health Care will help lead the way toward a healthier, happier society.
Author: Grant T. Savage
Publisher: Emerald Group Publishing
ISBN: 1849509492
Category : Medical
Languages : en
Pages : 228
Get Book Here
Book Description
Strategic management of HR in health care is important in delivering high-quality patient care. This volume of Advances in Health Care Management which focuses on Human Resource Management aims to explore the strategic role that HRM can play in delivering high quality and affordable health care.
Author: Raimi-Akinleye Abiodun
Publisher: AuthorHouse
ISBN: 1452043523
Category : Business & Economics
Languages : en
Pages : 110
Get Book Here
Book Description
Every organization is looking for ways to improve employee participation, loyalty and engagement; which most scholars believe could help with the organization' performance. We all know that leading with character is a good management skill for any leader that wants to be successful and effective. In this book, the following are seen as some characteristic behaviors that could distinguish a competitive and skillful leaders from others. When you are visible in the organization, know how to handle diversity, set expectations and most importantly know how to communicate and listen to your customers and employees, the result is always good for the organization. People begin to feel valued, respected and their sense of belonging begins to improve. The impact of employee feelings and perceptions will be seen on how they feel about the organization in general. The importance of good leadership on organization's performance and productivity is unquestionable and should be a driving force for leaders to demonstrate behaviors that are essential and productive.
