Description
Book SynopsisAn insider''s look at corporate culture at one of Fortune's Top 100 Best Companies to Work for in America
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.
Donald M. Be
Table of Contents
About the Author vii
Foreword ix
Acknowledgments x
Introduction: From Ouch! to WOW! xii
1. In Search of Competitive Advantage 1
Five Keys to Achieving Service and Operational Excellence
Key One Create and Maintain a Great Culture
2. Committing to the Mission 19
3. Maintaining a Balanced Approach: Pillars of Operational Excellence 27
4. Fueling Employee-Driven Culture Change 37
5. Engaging Your Workforce: Communicate, Communicate, Communicate! 51
Key Two Select and Retain Great Employees
6. Selecting the Best Employees 65
7. Maximizing Employee Loyalty 77
8. Celebrating Successes through Reward and Recognition 95
Key Three Commit to Service Excellence
9. Maintaining Quality through Service Teams 115
10. Scripting for Superior Service 129
11. Developing Rounding and Service Recovery Techniques 142
Key Four Continuously Develop Great Leaders
12. Establishing Ongoing Leadership Training 159
Key Five Hardwire Success Through Systems of Accountability
13. Building a Culture that Holds Employees Accountable 179
14. Beyond Baptist Health Care: Other Systems on the Journey to WOW! 193
Appendix What About the Physicians? 205
Index 215
