{"product_id":"the-baptist-health-care-journey-to-excellence-9780471708902","title":"The Baptist Health Care Journey to Excellence","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cb\u003eAn insider''s look at corporate culture at one of Fortune's Top 100 Best Companies to Work for in America\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eA 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. \u003ci\u003eThe Baptist Health Care Journey to Excellence\u003c\/i\u003e 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.\u003c\/p\u003e \u003cp\u003eThis 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.\u003cbr\u003e\u003cb\u003eDonald M. Be\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003eAbout the Author vii\u003c\/p\u003e \u003cp\u003eForeword ix\u003c\/p\u003e \u003cp\u003eAcknowledgments x\u003c\/p\u003e \u003cp\u003eIntroduction: From Ouch! to WOW! xii\u003c\/p\u003e \u003cp\u003e1. In Search of Competitive Advantage 1\u003c\/p\u003e \u003cp\u003e\u003cb\u003eFive Keys to Achieving Service and Operational Excellence\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eKey One Create and Maintain a Great Culture\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e2. Committing to the Mission 19\u003c\/p\u003e \u003cp\u003e3. Maintaining a Balanced Approach: Pillars of Operational Excellence 27\u003c\/p\u003e \u003cp\u003e4. Fueling Employee-Driven Culture Change 37\u003c\/p\u003e \u003cp\u003e5. Engaging Your Workforce: Communicate, Communicate, Communicate! 51\u003c\/p\u003e \u003cp\u003e\u003cb\u003eKey Two Select and Retain Great Employees\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e6. Selecting the Best Employees 65\u003c\/p\u003e \u003cp\u003e7. Maximizing Employee Loyalty 77\u003c\/p\u003e \u003cp\u003e8. Celebrating Successes through Reward and Recognition 95\u003c\/p\u003e \u003cp\u003e\u003cb\u003eKey Three Commit to Service Excellence\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e9. Maintaining Quality through Service Teams 115\u003c\/p\u003e \u003cp\u003e10. Scripting for Superior Service 129\u003c\/p\u003e \u003cp\u003e11. Developing Rounding and Service Recovery Techniques 142\u003c\/p\u003e \u003cp\u003e\u003cb\u003eKey Four Continuously Develop Great Leaders\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e12. Establishing Ongoing Leadership Training 159\u003c\/p\u003e \u003cp\u003e\u003cb\u003eKey Five Hardwire Success Through Systems of Accountability\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e13. Building a Culture that Holds Employees Accountable 179\u003c\/p\u003e \u003cp\u003e14. Beyond Baptist Health Care: Other Systems on the Journey to WOW! 193\u003c\/p\u003e \u003cp\u003eAppendix What About the Physicians? 205\u003c\/p\u003e \u003cp\u003eIndex 215\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49402657046871,"sku":"9780471708902","price":18.69,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780471708902.jpg?v=1730481141","url":"https:\/\/bookcurl.com\/products\/the-baptist-health-care-journey-to-excellence-9780471708902","provider":"Book Curl","version":"1.0","type":"link"}