The Baptist Health Care Journey to Excellence: Creating a Culture that WOWs!
Hardcover: 240 pages
Wiley / Jossey-Bass
(click below for the very best available price for this title)
"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.
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. Topics covered include:
In Search of Competitive Advantage.
Committing to the Mission.
Maintaining a Balanced Approach: Pillars of Operational Excellence.
Fueling Employee-Driven Culture Change.
Engaging Your Workforce: Communicate, Communicate, Communicate!
Selecting the Best Employees.
Maximizing Employee Loyalty.
Celebrating Successes Through Reward and Recognition.
Maintaining Quality Through Service Teams.
Scripting for Superior Service.
Developing Rounding and Service Recovery Techniques.
Establishing Ongoing Leadership Training.
Building a Culture that Holds Employees Accountable.
Beyond Baptist Health Case: Other Systems on the Journey to WOW!
What About the Physicians.
This insightful book 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.
The definition of insanity is repeating the same behavior and expecting different results. As COO of Baptist Health Care, Al Stubblefield realized that change was necessary in his work environment. Later as CEO, he decided to establish a common vision that would alter the culture of the organization.
The culture is what really matters, he maintains. If there is no winning culture, the business can't succeed and compete over time. He set benchmarks and best practices for other organizations to measure themselves against by creating a service-centered culture that cared first and foremost about customer satisfaction. Stubblefield provides a case study of this improvement process, he explains how he made his company one of Fortune's Top 10 Best Companies to Work for in America.
Al Stubblefield (Pensacola, FL) is President and CEO of Baptist Health Care Corporation, a position he has held since 1999. He is on the board of directors of the American Hospital Association, VHA Southeast, and the National Committee for Quality in Health Care, and is Chairman of the Regional Policy Board 4. Geoffrey Colvin is Editorial Director of Fortune magazine.
(information provided by the publisher)
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