The Baptist Health Care Journey to Excellence Creating a Culture that WOWs 1st Edition by Al Stubblefield 9780471711605 0471711608
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The Baptist Health Care Journey to Excellence Creating a Culture that WOWs 1st Edition by Al Stubblefield – Ebook PDF Instant Download/Delivery: 9780471711605, 0471711608
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Product details:
ISBN 10: 0471711608
ISBN 13: 9780471711605
Author: Al Stubblefield
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.”
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!
Table of contents:
1. In Search of Competitive Advantage
2. Committing to the Mission
3. Maintaining a Balanced Approach: Pillars of Operational Excellence
4. Fueling Employee-Driven Culture Change
5. Engaging Your Workforce: Communicate, Communicate, Communicate!
6. Selecting the Best Employees
7. Maximizing Employee Loyalty
8. Celebrating Successes through Reward and Recognition
9. Maintaining Quality through Service Teams
10. Scripting for Superior Service
11. Developing Rounding and Service Recovery Techniques
12. Establishing Ongoing Leadership Training
13. Building a Culture that Holds Employees Accountable
14. Beyond Baptist Health Care:Other Systems on the Journey to WOW!
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Tags: Al Stubblefield, Baptist, Health, Journey