Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System (Business Books)

3.57 avg rating
( 44 ratings by Goodreads )
 
9780071773546: Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System (Business Books)

Joseph Michelli, author of The Starbucks Experience and The New Gold Standard, is among the world’s top authorities on the principles of creating an organizational culture dedicated to service excellence. In these bestselling books, he examines how leading service companies dominate their respective industries with innovative customer experience strategies.

Now, Michelli turns his attention to one of the most complex, controversial, and critical industries—healthcare.

In Prescription for Excellence, Michelli provides an inside look at an organization that has become the envy of its industry—and explains how you can dominate your own industry by using the same approach.

UCLA Health System is revered worldwide for its top-tier patient/customer care. Great physicians, nurses, researchers, and staff are only part of the equation; UCLA’s overall success is a result of organization-wide collaboration that is driven by leaders with a shared vision of unyielding excellence. Michelli breaks down UCLA’s approach into five simple principles:

  • Commit to Care
  • Leave No Room for Error
  • Make the Best Better
  • Create the Future
  • Service Serves Us

From administrative offices to operating rooms to research centers, continued adherence to these five principles has guided UCLA to financial strength, social significance, and sustainability.

The best part is that these principles translate to any industry, so you, too, can achieve similar goals. Michelli gives you the tools to adapt UCLA’s ideas, systems, and leadership principles into your own best practices. Whether it is a healthcare organization, a financial institution, or a neighborhood hair salon, good business begins and ends with customer connection. When all workers in an organization focus on providing quality care for those they serve, success inevitably follows.

Business is always personal; UCLA’s leadership ensures that this simple truth drives every UCLA employee, every day. Apply the lessons Michelli spells out in Prescription for Excellence to create a system that ensures that your people take business personally, day in and day out.

“Like any business, a hospital must be true to its core values in order to succeed. ‘Trickle-down values’ start at the top with the best leadership, so that all the stakeholders understand and carry out the institution’s mission. That is the gift that David F einberg has brought to U CLA. I am in awe of his management skills.”
Lynda Resnick, owner of Pom Wonderful, Fiji Water, Teleflora, and Wonderful Pistachios

“With clear purpose, unwavering principles, and steadfast leadership, the people at UCLA have established a new bar, a compelling promise, for what healthcare can and should be.”
—David M. Lawrence, M.D., former CEO, Kaiser Permanente

“An absorbing and educational account of a large institution’s astonishing transformation. The strong, courageous, and focused leadership of David Feinberg and his outstanding team is evident on every page. A tremendous lesson for all large enterprises.”
—William E. Simon, Jr., cochairman, William E. Simon & Sons

“Most leadership authors describe how to apply common-sense principles. Michelli is a notable exception. He artfully describes the compelling, uncommon leadership practices that transformed UCLA Health System. The resulting lessons are plentiful and powerful for today’s business leader.”
—Lee J. Colan, Ph.D., author of Sticking to It: The Art of Adherence

"synopsis" may belong to another edition of this title.

About the Author:

Joseph A. Michelli, Ph.D., is the bestselling author of The Starbucks Experience, The New Gold Standard, and The Zappos Experience. He is an internationally sought-after speaker and organizational consultant who has been featured on The Glenn Beck Show and CNBC’s On the Money.

"About this title" may belong to another edition of this title.

Top Search Results from the AbeBooks Marketplace

1.

Joseph Michelli
Published by McGraw-Hill Education 01/06/2011 (2011)
ISBN 10: 0071773541 ISBN 13: 9780071773546
New Quantity Available: 1
Seller
AwesomeBooks
(Wallingford, United Kingdom)
Rating
[?]

Book Description McGraw-Hill Education 01/06/2011, 2011. Book Condition: New. Brand new item sourced directly from publisher. Packed securely in tight packaging to ensure no damage. Shipped from warehouse on same/next day basis. Bookseller Inventory # 1111-9780071773546

More Information About This Seller | Ask Bookseller a Question

Buy New
13.45
Convert Currency

Add to Basket

Shipping: FREE
Within United Kingdom
Destination, Rates & Speeds

2.

Michelli, Joseph
Published by McGraw-Hill Education (2011)
ISBN 10: 0071773541 ISBN 13: 9780071773546
New Quantity Available: 1
Seller
Books2Anywhere
(Fairford, GLOS, United Kingdom)
Rating
[?]

Book Description McGraw-Hill Education, 2011. HRD. Book Condition: New. New Book. Shipped from UK in 4 to 14 days. Established seller since 2000. Bookseller Inventory # CM-9780071773546

More Information About This Seller | Ask Bookseller a Question

Buy New
12.94
Convert Currency

Add to Basket

Shipping: 2.80
Within United Kingdom
Destination, Rates & Speeds

3.

Joseph Michelli
Published by McGraw-Hill Education - Europe, United States (2011)
ISBN 10: 0071773541 ISBN 13: 9780071773546
New Hardcover Quantity Available: 10
Seller
Book Depository hard to find
(London, United Kingdom)
Rating
[?]

Book Description McGraw-Hill Education - Europe, United States, 2011. Hardback. Book Condition: New. Language: English . This book usually ship within 10-15 business days and we will endeavor to dispatch orders quicker than this where possible. Brand New Book. Leadership lessons for delivering world-class service from UCLA Health System! Joseph Michelli, author of The Starbuck s Experience and The New Gold Standard, is among the world s top authorities on creating an organizational culture dedicated to service excellence. In his bestselling business guides, he examines how leading service companies dominate their respective industries with innovative customer-experience strategies. Now, Michelli turns his attention to one of the most complex, controversial, and critical industries--healthcare. In Prescription for Excellence, Michelli provides an inside look at an organization that has become the envy of its industry--and he explains how you can dominate your own industry using the same approach. UCLA Health System is revered worldwide for its top-tier patient/customer care. Great physicians, nurses, researchers and staff are only part of the equation; UCLA s overall success is a result of organization-wide collaboration driven by leaders with a shared vision of unyielding excellence and growth.Michelli breaks down UCLA s approach into five simple principles: Commit to Care Leave No Room for Error Make the Best Better Create the Future Service Serves Us From administrative offices to operating rooms to research centers, continued adherence to these principles has guided UCLA to financial strength, social significance, and sustainability. The best part is that these principles translate to any industry, so you, too, can achieve similar goals. Michelli gives you the tools to adapt UCLA s ideas, systems, and leadership principles into your own best practices. Whether it s a healthcare organization, financial institution, or a neighborhood hair salon, good business begins and ends with customer connection. When every worker in an organization focuses on providing quality care for those they serve, success inevitably follows. Business is always personal; UCLA s leadership ensures that this simple truth drives every UCLA employee, every day. Apply the lessons Michelli spells out in Prescription for Excellence to create a system that ensures your people take business personally day in and day out. Bookseller Inventory # BTE9780071773546

More Information About This Seller | Ask Bookseller a Question

Buy New
19.60
Convert Currency

Add to Basket

Shipping: FREE
Within United Kingdom
Destination, Rates & Speeds

4.

Michelli, Joseph
Published by McGraw-Hill Education
ISBN 10: 0071773541 ISBN 13: 9780071773546
New Hardcover Quantity Available: 1
Seller
Bookhouse COM LLC
(Philadelphia, PA, U.S.A.)
Rating
[?]

Book Description McGraw-Hill Education. Hardcover. Book Condition: New. 0071773541. Bookseller Inventory # Z0071773541ZN

More Information About This Seller | Ask Bookseller a Question

Buy New
15.79
Convert Currency

Add to Basket

Shipping: 4.61
From U.S.A. to United Kingdom
Destination, Rates & Speeds

5.

Michelli, Joseph
Published by McGraw-Hill Education 2011-05-24 (2011)
ISBN 10: 0071773541 ISBN 13: 9780071773546
New Hardcover Quantity Available: 1
Seller
Ebooksweb COM LLC
(Bensalem, PA, U.S.A.)
Rating
[?]

Book Description McGraw-Hill Education 2011-05-24, 2011. Hardcover. Book Condition: New. 1. 0071773541. Bookseller Inventory # Z0071773541ZN

More Information About This Seller | Ask Bookseller a Question

Buy New
15.81
Convert Currency

Add to Basket

Shipping: 4.61
From U.S.A. to United Kingdom
Destination, Rates & Speeds

6.

Michelli, Joseph
ISBN 10: 0071773541 ISBN 13: 9780071773546
New Quantity Available: > 20
Seller
Paperbackshop-US
(Wood Dale, IL, U.S.A.)
Rating
[?]

Book Description 2011. HRD. Book Condition: New. New Book. Shipped from US within 10 to 14 business days. Established seller since 2000. Bookseller Inventory # VJ-9780071773546

More Information About This Seller | Ask Bookseller a Question

Buy New
13.20
Convert Currency

Add to Basket

Shipping: 7.31
From U.S.A. to United Kingdom
Destination, Rates & Speeds

7.

Joseph Michelli
Published by McGraw-Hill Education - Europe, United States (2011)
ISBN 10: 0071773541 ISBN 13: 9780071773546
New Hardcover Quantity Available: 10
Seller
The Book Depository US
(London, United Kingdom)
Rating
[?]

Book Description McGraw-Hill Education - Europe, United States, 2011. Hardback. Book Condition: New. Language: English . Brand New Book. Leadership lessons for delivering world-class service from UCLA Health System! Joseph Michelli, author of The Starbuck s Experience and The New Gold Standard, is among the world s top authorities on creating an organizational culture dedicated to service excellence. In his bestselling business guides, he examines how leading service companies dominate their respective industries with innovative customer-experience strategies. Now, Michelli turns his attention to one of the most complex, controversial, and critical industries--healthcare. In Prescription for Excellence, Michelli provides an inside look at an organization that has become the envy of its industry--and he explains how you can dominate your own industry using the same approach. UCLA Health System is revered worldwide for its top-tier patient/customer care. Great physicians, nurses, researchers and staff are only part of the equation; UCLA s overall success is a result of organization-wide collaboration driven by leaders with a shared vision of unyielding excellence and growth.Michelli breaks down UCLA s approach into five simple principles: Commit to Care Leave No Room for Error Make the Best Better Create the Future Service Serves Us From administrative offices to operating rooms to research centers, continued adherence to these principles has guided UCLA to financial strength, social significance, and sustainability. The best part is that these principles translate to any industry, so you, too, can achieve similar goals. Michelli gives you the tools to adapt UCLA s ideas, systems, and leadership principles into your own best practices. Whether it s a healthcare organization, financial institution, or a neighborhood hair salon, good business begins and ends with customer connection. When every worker in an organization focuses on providing quality care for those they serve, success inevitably follows. Business is always personal; UCLA s leadership ensures that this simple truth drives every UCLA employee, every day. Apply the lessons Michelli spells out in Prescription for Excellence to create a system that ensures your people take business personally day in and day out. Bookseller Inventory # BZV9780071773546

More Information About This Seller | Ask Bookseller a Question

Buy New
21.95
Convert Currency

Add to Basket

Shipping: FREE
Within United Kingdom
Destination, Rates & Speeds

8.

Michelli, Joseph
Published by McGraw-Hill Education (2011)
ISBN 10: 0071773541 ISBN 13: 9780071773546
New Quantity Available: 1
Seller
Nearfine Books
(Brooklyn, NY, U.S.A.)
Rating
[?]

Book Description McGraw-Hill Education, 2011. Book Condition: new. Shiny and new! Expect delivery in 20 days. Bookseller Inventory # 9780071773546-1

More Information About This Seller | Ask Bookseller a Question

Buy New
21.39
Convert Currency

Add to Basket

Shipping: 4.15
From U.S.A. to United Kingdom
Destination, Rates & Speeds

9.

Joseph Michelli
Published by McGraw-Hill Education (2011)
ISBN 10: 0071773541 ISBN 13: 9780071773546
New Hardcover Quantity Available: 5
Seller
Rating
[?]

Book Description McGraw-Hill Education, 2011. Book Condition: New. Bookseller Inventory # TV9780071773546

More Information About This Seller | Ask Bookseller a Question

Buy New
23.21
Convert Currency

Add to Basket

Shipping: 3.58
From Germany to United Kingdom
Destination, Rates & Speeds

10.

MICHELLI
Published by Mcgraw Hill Publishers
ISBN 10: 0071773541 ISBN 13: 9780071773546
New Quantity Available: > 20
Seller
INDOO
(Avenel, NJ, U.S.A.)
Rating
[?]

Book Description Mcgraw Hill Publishers. Book Condition: New. Brand New. Bookseller Inventory # 0071773541

More Information About This Seller | Ask Bookseller a Question

Buy New
13.32
Convert Currency

Add to Basket

Shipping: 13.85
From U.S.A. to United Kingdom
Destination, Rates & Speeds

There are more copies of this book

View all search results for this book