Prescription for Excellence : Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System
Michelli, Joseph A, 1960-,
Prescription for Excellence : Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System [electronic resource] / Joseph A. Michelli. - 1st edition. - New York, N.Y. : McGraw-Hill Education LLC., c2011. - 1 online resources (xiii, 304 pages) : illustrations, figures, tables. - McGraw-Hill's AccessMedicine . - McGraw-Hill's AccessMedicine. .
Includes bibliographical references and indexes.
Chapter 1: The UCLA Health System Experience: What Everyone Can Learn from Greatness in Healthcare -- PRINCIPLE 1: COMMIT TO CARE -- Chapter 2: Care Takes Vision, Clarity, and Consistency -- Chapter 3: Never Enough Care -- PRINCIPLE 2: LEAVE NO ROOM FOR ERROR -- Chapter 4: Setting the Foundation: Safety Is a Matter of Culture -- Chapter 5: Safety—Science, Selection, and Challenge -- PRINCIPLE 3: MAKE THE BEST BETTER -- Chapter 6: Delivering Exceptional Outcomes Here and Now -- Chapter 7: Quality for Less and for All -- PRINCIPLE 4: CREATE THE FUTURE -- Chapter 8: High-Value Innovation—Leveraging the Risk of Excellence -- Chapter 9: Transformative Evolution -- PRINCIPLE 5: SERVICE SERVES US -- Chapter 10: Service Experience—More than Just Pretty Words -- Chapter 11: Sustainable Success through Service without Bounds -- Conclusion: Your Follow-up Care Plan -- Appendix A -- Appendix B -- Appendix C -- Sources.
Provides a business model based on the UCLA Health System and explains how other businesses can use the same system to provide excellent customer experiences and dominate their industry.
9780071773546 (print) 0071773541 (print) 9780071773904 (e-ISBN) 0071773908 (e-ISBN)
POLITICAL SCIENCE --Public Affairs & Administration.
Management.
Success.
Leadership.
Medical care.
Success in business.
Total quality management.
Hospitals, University --organization & administration.
Quality of Health Care --organization & administration.
Organizational Innovation.
California.
Hospitals, University/organization & administration.
Organizational Innovation.
Quality of Health Care/organization & administration.
R728.2
610/.6
2011 H-658 WX 28 AC2
Prescription for Excellence : Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System [electronic resource] / Joseph A. Michelli. - 1st edition. - New York, N.Y. : McGraw-Hill Education LLC., c2011. - 1 online resources (xiii, 304 pages) : illustrations, figures, tables. - McGraw-Hill's AccessMedicine . - McGraw-Hill's AccessMedicine. .
Includes bibliographical references and indexes.
Chapter 1: The UCLA Health System Experience: What Everyone Can Learn from Greatness in Healthcare -- PRINCIPLE 1: COMMIT TO CARE -- Chapter 2: Care Takes Vision, Clarity, and Consistency -- Chapter 3: Never Enough Care -- PRINCIPLE 2: LEAVE NO ROOM FOR ERROR -- Chapter 4: Setting the Foundation: Safety Is a Matter of Culture -- Chapter 5: Safety—Science, Selection, and Challenge -- PRINCIPLE 3: MAKE THE BEST BETTER -- Chapter 6: Delivering Exceptional Outcomes Here and Now -- Chapter 7: Quality for Less and for All -- PRINCIPLE 4: CREATE THE FUTURE -- Chapter 8: High-Value Innovation—Leveraging the Risk of Excellence -- Chapter 9: Transformative Evolution -- PRINCIPLE 5: SERVICE SERVES US -- Chapter 10: Service Experience—More than Just Pretty Words -- Chapter 11: Sustainable Success through Service without Bounds -- Conclusion: Your Follow-up Care Plan -- Appendix A -- Appendix B -- Appendix C -- Sources.
Provides a business model based on the UCLA Health System and explains how other businesses can use the same system to provide excellent customer experiences and dominate their industry.
9780071773546 (print) 0071773541 (print) 9780071773904 (e-ISBN) 0071773908 (e-ISBN)
POLITICAL SCIENCE --Public Affairs & Administration.
Management.
Success.
Leadership.
Medical care.
Success in business.
Total quality management.
Hospitals, University --organization & administration.
Quality of Health Care --organization & administration.
Organizational Innovation.
California.
Hospitals, University/organization & administration.
Organizational Innovation.
Quality of Health Care/organization & administration.
R728.2
610/.6
2011 H-658 WX 28 AC2