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Prescription for Excellence : Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System [electronic resource] / Joseph A. Michelli.

By: Material type: TextTextSeries: McGraw-Hill's AccessMedicinePublication details: New York, N.Y. : McGraw-Hill Education LLC., c2011.Edition: 1st editionDescription: 1 online resources (xiii, 304 pages) : illustrations, figures, tablesISBN:
  • 9780071773546 (print)
  • 0071773541 (print)
  • 9780071773904 (e-ISBN)
  • 0071773908 (e-ISBN)
Subject(s): Additional physical formats: Online version: : Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System. DDC classification:
  • 610/.6 23
LOC classification:
  • R728.2
NLM classification:
  • 2011 H-658
  • WX 28 AC2
Online resources: Available additional physical forms:
  • Also issued in Online and PDF version.
Contents:
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.
Abstract: 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.
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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.

Also issued in Online and PDF version.

Description based on cover image and table of contents, viewed on Apr. 04, 2018.

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