Service Fanatics  How to Build Superior Patient Experience the Cleveland Clinic Way Book

Service Fanatics How to Build Superior Patient Experience the Cleveland Clinic Way

  • Author : James Merlino
  • Publisher : McGraw Hill Professional
  • File Size : 13,9 Mb
  • Release Date : 2014-10-31
  • Genre: Business & Economics
  • Pages : 288
  • ISBN 10 : 9780071833264


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THE PROVEN MODEL FOR DRIVING POSITIVE ORGANIZATIONAL CHANGE Cleveland Clinic has long been recognized for driving some of the best clinical outcomes in the nation, but it was not always a leader in patient experience. There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space. How did Cleveland Clinic turn itself around so effectively and so quickly? More important, how can you do the same with your organization? In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience. This strategic guide covers: How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve it Critical lessons learned regarding organization, recruitment, training, and measuring service excellence Ways in which the Clinic aligned its entire workforce around its Patients First strategy How leaders improved the critical element of physician communication Rather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives. Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare. Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization in

The Fanatics Book

The Fanatics

  • Author : Simon Tomlin
  • Publisher : Hakon Books
  • File Size : 12,9 Mb
  • Release Date : 2023-06-06
  • Genre: Political Science
  • Pages : 221
  • ISBN 10 : 9781471704628


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Set against a socio-economic landscape on the verge of collapse across the Eurozone, neo-Nationalism is on the rise again. Simon Tomlin charts the rise of European neo-nationalism from its violent reawakening in England in the 1970s in a nation struggling to find its identity after the loss of Empire to the modern imitations across the European Union and explains their success. This is a gripping account of the mechanics of modern political power and the forces of the Old Order that are being confronted and defeated by nationalists. From the back-streets of Derbyshire with murdered neo-Nazi leader Ian Stuart to the collapse of the British National Party and the rise of Marine Le Pen in France; The Fanatics will leave you spellbound and shocked. Are the 1930s coming round again in Europe? The civil war in Ukraine and the involvement of thousands of neo-Nazi volunteers should be the only warning people need of what is coming in Europe...

Stellar Customer Service  Training Library Staff to Exceed Expectations Book

Stellar Customer Service Training Library Staff to Exceed Expectations

  • Author : Mou Chakraborty
  • Publisher : ABC-CLIO
  • File Size : 8,8 Mb
  • Release Date : 2016-08-29
  • Genre: Language Arts & Disciplines
  • Pages : 213
  • ISBN 10 : 9781440840777


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From librarians to volunteer workers, staff to student workers, all library personnel need to deliver great customer service. This book presents innovative instructional methods that will inspire you to take a fresh approach to customer service training. • Provides model staff training programs that have been proven successful in real-world applications • Addresses how to improve the delivery of customer service at all levels of personnel—librarians, general staff, student workers, and volunteers • Includes guidelines on re-training and evaluation of customer service training needs

Short Introduction to Strategic Human Resource Management Book

Short Introduction to Strategic Human Resource Management

  • Author : Wayne F. Cascio
  • Publisher : Cambridge University Press
  • File Size : 6,7 Mb
  • Release Date : 2012-08-09
  • Genre: Business & Economics
  • Pages : null
  • ISBN 10 : 9781139561211


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This Short Introduction to Strategic Human Resource Management provides a concise treatment of the key elements of strategic HRM using an innovative risk-management approach. It emphasizes the importance of the decisions, processes and choices organizations make about managing people and shows how workforce management directly affects strategic organizational outcomes. It provides guidance for managers on how to make better human capital decisions in order to achieve strategic success more effectively. Reflecting an increasing uncertainty in global business, Cascio and Boudreau consider ways of dealing with risk in managing human capital. Numerous examples in every chapter illustrate key points with real business cases from around the world.

Popular Culture Book

Popular Culture

  • Author : Raiford Guins
  • Publisher : SAGE
  • File Size : 14,9 Mb
  • Release Date : 2005-05
  • Genre: Social Science
  • Pages : 564
  • ISBN 10 : 0761974725


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"The selection of essays here is outstanding. The Reader is particularly strong in bridging between founding figures and cutting edge work by newer writers."- Henry Jenkins, MIT "An extraordinarily well considered selection of articles and essays, arranged with skill and style." - Charlie Blake, University College NorthamptonPopular Culture: A Reader helps students understand the pervasive role of popular culture and the processes that constitute it as a product of industry, an intellectual object of inquiry and an integral component of all our lives.The volume is divided into 7 thematic sections, and each section is preceded by an introduction which engages with, and critiques, the chapters that follow. The book contains: Classic writings from all the ′big names′ including Raymond Williams, Stuart Hall, Walter Benjamin, Theodor Adorno, Frederic Jameson, Dick Hebdige, Angela McRobbie, Paul Gilroy and many more. Contemporary cultural references throughout - this is not simply an historical account. Pieces drawing on diverse national, disciplinary and subdisciplinary contexts. Sensitivity to issues of gender, race and sexuality. This reader is a key resource for students of media and communication studies, cultural studies, and the sociology of the media.

Understanding Disney Book

Understanding Disney

  • Author : Janet Wasko
  • Publisher : John Wiley & Sons
  • File Size : 11,9 Mb
  • Release Date : 2020-01-20
  • Genre: Social Science
  • Pages : 316
  • ISBN 10 : 9780745695679


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Since the 1930s, the Walt Disney Company has produced characters, images, and stories that have captivated audiences around the world. How can we understand the appeal of Disney products? What is it about the Disney phenomenon that attracts so many children, as well as adults? In this updated second edition, with new examples provided throughout, Janet Wasko examines the processes by which the Disney company – one of the largest media and entertainment corporations in the world – continues to manufacture the fantasies that enthrall millions. She analyses the historical expansion of the Disney empire into the twenty-first century, examines the content of Disney’s classic and more recent films, cartoons and TV programs and discusses how they are produced, considering how some of the same techniques have been applied to the Disney theme parks. She also discusses the reception (and sometimes, reinterpretation) of Disney products by different kinds of audiences. By looking at the Disney phenomenon from a variety of perspectives, she provides an updated and comprehensive overview of one of the most significant media and cultural institutions of our time. This important book by a leading scholar of the entertainment industries will be of great interest to students in media and cultural studies, as well as a broader readership of Disney fans.

HBR s 10 Must Reads for Healthcare Leaders Collection Book

HBR s 10 Must Reads for Healthcare Leaders Collection

  • Author : Harvard Business Review
  • Publisher : Harvard Business Press
  • File Size : 12,7 Mb
  • Release Date : 2019-04-16
  • Genre: Business & Economics
  • Pages : 937
  • ISBN 10 : 9781633698444


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The landscape of today's healthcare industry is constantly changing, and it's your job to lead your team to success. This collection from Harvard Business Review offers the ideas and strategies to help get you there. HBR's 10 Must Reads for Healthcare Leaders Collection includes the popular books HBR's 10 Must Reads on Leadership for Healthcare, HBR's 10 Must Reads on Strategy for Healthcare, HBR's 10 Must Reads on Innovation, and HBR's 10 Must Reads on Change Management. This unique compilation offers insights from world-class experts on making the leap from being a good practitioner to being a great leader, leading effectively through times of rapid change, and achieving the best healthcare outcomes at the lowest cost. The collection includes forty articles selected by HBR's editors from renowned thought leaders including Michael Porter, Peter Drucker, John Kotter, Rosabeth Moss Kanter, Jim Collins, W. Chan Kim, and Renee Mauborgne, plus the bonus article "Engaging Doctors in the Health Care Revolution," by Thomas H. Lee, MD, and Toby Cosgrove, MD. HBR's 10 Must Reads for Healthcare Leaders Collection is an invaluable resource for any doctor or hospital administrator looking to grow as a leader and to having a positive impact on colleagues and patients alike. HBR's 10 Must Reads series is the definitive collection of ideas and best practices for leaders at every level. These books offer essential reading selected from the pages of Harvard Business Review on topics critical to the success of every manager. Each book is packed with advice and inspiration from leading experts such as Clayton Christensen, Peter Drucker, Rosabeth Moss Kanter, John Kotter, Michael Porter, Daniel Goleman, Theodore Levitt, and Rita Gunther McGrath.

HBR s 10 Must Reads on Leadership for Healthcare  with bonus article by Thomas H  Lee  MD  and Toby Cosgrove  MD  Book

HBR s 10 Must Reads on Leadership for Healthcare with bonus article by Thomas H Lee MD and Toby Cosgrove MD

  • Author : Harvard Business Review
  • Publisher : Harvard Business Press
  • File Size : 17,6 Mb
  • Release Date : 2018-05-15
  • Genre: Business & Economics
  • Pages : 240
  • ISBN 10 : 9781633694330


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Help your team excel. Go from being a good practitioner to being an extraordinary leader of healthcare professionals. If you read nothing else on leadership, read these articles. We've combed through hundreds of Harvard Business Review articles and selected the most important ones for healthcare leaders to help you and your team excel, maximize performance, and live into your mission. Leading experts, such as Thomas H. Lee, Daniel Goleman, Peter F. Drucker, John P. Kotter, and Amy C. Edmondson, provide the insights and advice you need to: Understand the difference between managers and leaders Motivate others to excel Create successful cross-functional teams on the fly Maintain your identity and values as a clinician as you move into an organizational leadership role Have an impact not only on your organization but on the surrounding system Work in complex environments where authority is diffuse Lead effectively in times of rapid change This collection of articles includes "What Makes a Leader?," by Daniel Goleman; "What Makes an Effective Executive," by Peter F. Drucker; "What Leaders Really Do," by John P. Kotter; "Level 5 Leadership: The Triumph of Humility and Fierce Resolve," by Jim Collins; "The Work of Leadership," by Ronald A. Heifetz and Donald L. Laurie; "Teamwork on the Fly," by Amy C. Edmondson; "Who Has the D? How Clear Decision Roles Enhance Organizational Performance," by Paul Rogers and Marcia Blenko; "In Praise of the Incomplete Leader," by Deborah Ancona, Thomas W. Malone, Wanda J. Orlikowski, and Peter M. Senge; "Using the Balanced Scorecard as a Strategic Management System," by Robert S. Kaplan and David P. Norton; "Health Care's Service Fanatics," by James I. Merlino and Ananth Raman; and "Engaging Doctors in the Health Care Revolution," by Thomas H. Lee and Toby Cosgrove.

Strategic Marketing Book

Strategic Marketing

  • Author : Douglas C. West
  • Publisher : Oxford University Press, USA
  • File Size : 9,6 Mb
  • Release Date : 2015
  • Genre: Lærebøger
  • Pages : 595
  • ISBN 10 : 9780199684090


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This text discusses how companies create competitive advantage through strategic marketing. Using established frameworks and concepts, it examines aspects of marketing strategy and thinking. It provides examples to facilitate the understanding of theoretical concepts.

Leader Book


  • Author : Katy Granville-Chapman
  • Publisher : Crown House Publishing Ltd
  • File Size : 11,7 Mb
  • Release Date : 2020-06-30
  • Genre: Business & Economics
  • Pages : 235
  • ISBN 10 : 9781785834981


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What exactly is it that good leaders do to enable their teams to succeed? How do they think? What do findings from neuroscience teach us about effective leadership? Leader explores and answers these crucial questions. In this wide-ranging book, Katy and Emmie eloquently combine up-to-date research in psychology and neuroscience with inspiring examples of success to show that leadership can be learned and that it is all about looking after your people. They take you on a journey to meet a diverse selection of great leaders from multiple spheres - from the sports field to the corporate world - and talk you through the process by which effective leaders have become great leaders. The secret lies in mastering three key principles: know your people, love your people, inspire your people. These three principles form the core of the book, which also provides a range of practical activities designed to help you reflect on your own and your team's progress and performance. The authors contend that leadership which focuses on the flourishing of people is not only intrinsically valuable, but is also the most important factor in achieving success in any domain. To provide proof, the book features inspiring examples of leaders who have made a significant impact in their organisation, alongside insightful analysis of how and why effective leaders outperform others not just in terms of results, but, even more importantly, through the contributions they make to people's lives. Practical, evidence-based and optimistic, this book is suitable for both aspiring and established leaders. All royalties from sales of this book will be donated to The Prince's Trust. Find more helpful information at Leader was highly commended in the leadership for the future category of the Business Book Awards 2021. Leader was longlisted in the CMI Managers Management Book of the Year Award 2021.

World Famous Cults and Fanatics Book
Score: 3
From 3 Ratings

World Famous Cults and Fanatics

  • Author : Colin Wilson
  • Publisher : Magpie
  • File Size : 11,5 Mb
  • Release Date : 2011-08-18
  • Genre: True Crime
  • Pages : 160
  • ISBN 10 : 9781780333304


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Dangerous madmen or divinely inspired prophets? From murdering religious sects like the Assassins and the Thugs, to the orgies of the little known Khlysty and the self-mutilations of the Skloptzi; including modern day killers like the vicious Manson Family and the violent racism of the Ku Klux Klan - this book shows how cults and fanatics had such a powerful effect on the world.

Beyond HR Book

Beyond HR

  • Author : John W. Boudreau
  • Publisher : Harvard Business Press
  • File Size : 10,7 Mb
  • Release Date : 2007-06-19
  • Genre: Business & Economics
  • Pages : 258
  • ISBN 10 : 9781422148136


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Is your talent strategy a unique competitive advantage? As competition for top talent increases, companies must recognize that decisions about talent and its organization can have a significant strategic impact. Beyond HR shows how organizations can uncover distinctive talent contributions, strategically differentiate their HR practices and metrics, and more optimally allocate talent to create value. Illustrations from companies such as Disney, Boeing, and Corning describe a new decision science called Talentship, that reveals opportunities by identifying strategy pivot points and the optimal talent and organization decisions that address them. A unique framework helps readers identify their own distinctive strategic pivot points and connect them to talent decisions, showing how today’s “HR” can evolve to fulfill its potential as a source of strategic advantage.

The Figurehead Book

The Figurehead

  • Author : Thomas Larus
  • Publisher :
  • File Size : 17,6 Mb
  • Release Date : 2005-09-01
  • Genre: Fiction
  • Pages : 332
  • ISBN 10 : 9781411647091


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Attorney Bill Montfort wins a lottery and decides to run for political office as a sacrificial lamb candidate. He rises rapidly in politics, and figures out that there is a conspiracy behind his rise.

Fundamentals of U S  Health Care Book

Fundamentals of U S Health Care

  • Author : Jahangir Moini
  • Publisher : Taylor & Francis
  • File Size : 16,8 Mb
  • Release Date : 2017-04-07
  • Genre: Medical
  • Pages : 472
  • ISBN 10 : 9781317216766


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All health care students must be familiar with the basic concepts of health care in the United States. This introductory textbook presents vital information on health care careers and legal, ethical, financial, and policy issues that will help their future practice. It includes chapters on: careers in the health care profession; the complexity of health care; the Patient Protection and Affordable Care Act; professionalism in health; health care for special populations; the Occupational Safety and Health Administration (OSHA) standards; research and advancements in health care; the future of health care. Fundamentals of U.S. Health Care is unique in the way it highlights the important elements of each health career, including job requirements, length of study, and salaries. With the student in mind, this book is accompanied by a website that features detailed PowerPoints and test banks with more than 1,000 review questions. Well-organized and easily understood, this overview provides a reliable, relevant resource and up-to-date reference. It is essential reading for all allied health students, including nurses, surgical technicians, dental hygienists, radiology technicians, medical assistants, pharmacy technicians, physician assistants, and more.