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The Human Touch: Today's Most Unusual Program for Productivity and Profit

Overview

Sometimes the simplest ideas are the most revolutionary… "An eloquent argument for the cost effectiveness of civil leadership and civility in the workplace. Every executive should read this book before concluding she or he knows the real meaning of total quality management" —M. Scott Peck Author, The Road Less Traveled and A World Waiting to Be Born "This is a compelling story from someone who’s actually lived it. Bill Arnold’s ‘hard-nosed humanism’ is that rare blend of respect and trust, rights and ...
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Hardcover New 0471572918 New Hardcover Book. Unread and unmarked with slightest of shelf wear to corner tips. No crease to spine. We ship daily. International Shipments are ... Welcome. Shipping Mailers Made of 90% Recycled Materials. Your satisfaction is guaranteed! I encourage you to buy this Hardback as a portion of the proceeds go to local charitable foundations. Read more Show Less

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Overview

Sometimes the simplest ideas are the most revolutionary… "An eloquent argument for the cost effectiveness of civil leadership and civility in the workplace. Every executive should read this book before concluding she or he knows the real meaning of total quality management" —M. Scott Peck Author, The Road Less Traveled and A World Waiting to Be Born "This is a compelling story from someone who’s actually lived it. Bill Arnold’s ‘hard-nosed humanism’ is that rare blend of respect and trust, rights and responsibility. The results speak for themselves. Arnold and Plas know their stuff."—Nancy K. Austin Coauthor, A Passion for Excellence "Bill Arnold has turned the corporate pyramid upside-down. He has opened his office to everyone, and he has spread decision-making responsibility throughout his organization… Bill Arnold has proved that it doesn’t need to be, and shouldn’t be, lonely at the top." Vernon R. Loucks, Jr. Chairman and Chief Executive Officer Baxter International Inc. "This is an exciting book. It’s an inspiring story of leadership and success. If anyone still needs proof that a people-oriented focus on quality works, this compelling description of the transformation of Centennial Medical Center should do it."—Dean O. Morton Executive Vice President and Chief Operating Officer Hewlett-Packard Main Selection of the Newbridge Executive Program

The revolutionary program for dramatically improving business results that has sparked the interest of IBM, GE, and other corporate giants. When Bill Arnold became president of Centennial Medical Center, the flagship of Hospital Corporation of America the largest for-profit health-care company in the U.S., he turned the hospital upside-down with his new person-centered leadership methods.

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Editorial Reviews

Publishers Weekly - Publisher's Weekly
Arnold is president of the Centennial Medical Center in Nashville, Tenn., the nation's largest medical center and the flagship institution of the Hospital Corporation of America, a leading for-profit, health-care company. He and Plas ( Working Up a Storm ), a Vanderbilt University psychology professor, here enthusiastically examine the ``person-centered quality-improvement'' program effected by Arnold's management style, which is symbolized by his open-to-all, doorless office. Citing improved morale, increased efficiency and greater profitability, the authors describe how indifferent auto-parking valets, for example, became cheerful and accomodating after Arnold showed a personal interest in their problems. Similar results were noted with workers handling complex medical records and billing complaints. Such a reversal of the usual pattern of corporate efficiency programs leaves the reader bemused, enlightened and nearly convinced. Author tour. (May)
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Product Details

  • ISBN-13: 9780471572916
  • Publisher: Wiley, John & Sons, Incorporated
  • Publication date: 4/1/1993
  • Edition number: 1
  • Pages: 288
  • Product dimensions: 6.40 (w) x 9.56 (h) x 1.06 (d)

Meet the Author

About the authors WILLIAM W. ARNOLD is President of Centennial Medical Center in Nashville, Tennessee, the flagship facility of Hospital Corporation of America. Previously, he was executive vice president and chief operating officer of Stanford University Hospital. Mr. Arnold has been a pioneer in the development and implementation of innovative ways of management and leadership. JEANNE M. PLAS is an associate professor of psychology and human development at Vanderbilt University. Dr. Plas’s research and writing have received international recognition and acclaim. Her Working up a Storm: Anger, Anxiety, Joy and Tears on the Job was the first major book about the positive and negative aspects of emotions at work and how to cope with them. Dr. Plas has worked as a consultant in executive training programs for many major organizations including Dow Jones & Co., General Motors, the California Financial and Banking Network, and the United States Army.
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Table of Contents

An Office Without a Door: Person-Centered Leadership.

Hard-Nosed Humanism: The People Principles.

Hard-Nosed Humanism: The Credibility Principles.

Quality Improvement: Person by Person.

Real Productivity Is Self-Generated: Pulling Excellence Out of Chaos.

Expect a Leader, Get a Leader: Helping Middle Managers Become Entrepreneurs.

Hidden Talents: Taking Risks with Good People.

What's So Important About Mary Kaye Murti?

Reclaiming the Forgotten Individual.

Making Mistakes: The Great Mail Room Caper and Other Good Ideas That Weren't.

An Office Without a Door and the Person Who Makes It Work: Transforming a Corporate Role.

The Trip Back: Learning to Profit from the Not-So-Hidden Truth About Yourself.

The Human Touch from an Outsider's Point of View.

Index.

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