The Baptist Health Care Journey to Excellence: Creating a Culture That WOWs!

The Baptist Health Care Journey to Excellence: Creating a Culture That WOWs!

Hardcover

$25.16 $27.95 Save 10% Current price is $25.16, Original price is $27.95. You Save 10%.
View All Available Formats & Editions
Want it by Monday, November 26 Order now and choose Expedited Shipping during checkout.

Product Details

ISBN-13: 9780471708902
Publisher: Wiley
Publication date: 11/28/2004
Pages: 240
Sales rank: 686,164
Product dimensions: 6.28(w) x 9.06(h) x 0.40(d)

About the Author

AL STUBBLEFIELD is President and CEO of Baptist Health Care Corporation—a position he has held since 1999 (he has been with the company since 1985). He is on the board of directors of the American Hospital Association, VHA Southeast, and the Health Research and Educational Trust, and is Chairman of the Regional Policy Board 4. Stubblefield is also a Fellow of the American College of Healthcare Executives and has served on the board of the Florida Hospital Association.

Table of Contents

About the Author.

Foreword.

Acknowledgments.

Introduction: From Ouch! to Wow!

1. In Search of Competitive Advantage.

FIVE KEYS TO ACHIEVING SERVICE AND OPERATIONAL EXCELLENCE.

KEY ONE: CREATE AND MAINTAIN A GREAT CULTURE.

2. Committing to the Mission.

3. Maintaining a Balanced Approach: Pillars of OperationalExcellence.

4. Fueling Employee-Driven Culture Change.

5. Engaging Your Workforce: Communicate, Communicate,Communicate!

KEY TWO: SELECT AND RETAIN GREAT EMPLOYEES.

6. Selecting the Best Employees.

7. Maximizing Employee Loyalty.

8. Celebrating Successes Through Reward and Recognition.

KEY THREE: COMMIT TO SERVICE EXCELLENCE.

9. Maintaining Quality Through Service Teams.

10. Scripting for Superior Service.

11. Developing Rounding and Service Recovery Techniques.

KEY FOUR: CONTINUOUSLY DEVELOP GREAT LEADERS.

12. Establishing Ongoing Leadership Training.

KEY FIVE: HARDWIRE SUCCESS THROUGH SYSTEMS OFACCOUNTABILITY.

13. Building a Culture that Holds Employees Accountable.

14. Beyond Baptist Health Case: Other Systems on the Journey toWOW!

Appendix: What About the Physicians?

Index.

Customer Reviews

Most Helpful Customer Reviews

See All Customer Reviews