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

by Michelli, Joseph

• ISBN13: 9780071773546
• ISBN10: 0071773541
• Edition: 1st
• Format: Hardcover
• Copyright: 2011-05-24
• Publisher: McGraw-Hill Education

Summary

The Secrets to Long-Term Business Health "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 hismanagement skills." Lynda Resnick, owner of Pom Wonderful, Fiji Water,Teleflora, and Wonderful Pistachios "With clear purpose, unwavering principles, and steadfast leadership, thepeople at UCLA have established a new bar, a compelling promise, for whathealthcare can and should be." David M. Lawrence, M.D., former CEO, Kaiser Permanente "An absorbing and educational account of a large institution's astonishingtransformation. The strong, courageous, and focused leadership of DavidFeinberg and his outstanding team is evident on every page. A tremendouslesson 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, uncommonleadership practices that transformed UCLA Health System. Theresulting lessons are plentiful and powerful for today's business leader." Lee J. Colan, Ph.D., author of Sticking to It: The Art of Adherence About the Book: Joseph Michelli, author of The StarbucksExperienceand The New Gold Standard,is among the world's top authorities on theprinciples of creating an organizational culturededicated to service excellence. In thesebestselling books, he examines how leadingservice companies dominate their respectiveindustries with innovative customerexperiencestrategies. Now, Michelli turns his attention to oneof the most complex, controversial, and criticalindustrieshealthcare. In Prescription for Excellence, Michelliprovides an inside look at an organizationthat has become the envy of its industryandexplains how you can dominate your own industryby using the same approach. UCLA Health System is revered worldwidefor its top-tier patient/customer care. Greatphysicians, nurses, researchers, and staff areonly part of the equation; UCLA's overallsuccess is a result of organization-widecollaboration that is driven by leaders witha shared vision of unyielding excellence.Michelli breaks down UCLA's approach intofive simple principles: Commit to Care Leave No Room for Error Make the Best Better Create the Future Service Serves Us From administrative offices to operatingrooms to research centers, continued adherenceto these five principles has guided UCLAto financial strength, social significance, andsustainability. The best part is that these principles translateto any industry, so you, too, can achievesimilar goals. Michelli gives you the tools toadapt UCLA's ideas, systems, and leadershipprinciples into your own best practices.Whether it is a healthcare organization, afinancial institution, or a neighborhood hairsalon, good business begins and ends withcustomer connection. When all workers inan organization focus on providing qualitycare for those they serve, success inevitablyfollows. Business is always personal; UCLA's leadershipensures that this simple truth drivesevery UCLA employee, every day. Apply thelessons Michelli spells out in Prescription forExcellenceto create a system that ensures thatyour people take business personally, day inand day out.

Table of Contents

Foreword	p. vii
Acknowledgments	p. xi
The UCLA Health System Experience: What Everyone Can Learn from Greatness in Healthcare	p. 1
Commit to Care
Care Takes Vision, Clarity, and Consistency	p. 17
Never Enough Care	p. 45
Leave No Room for Error
Setting the Foundation: Safety Is a Matter of Culture	p. 75
Safety-Science, Selection, and Challenge	p. 98
Make the Best Better
Delivering Exceptional Outcomes Here and Now	p. 127
Quality for Less and for All	p. 148
Create the Future
High-Value Innovation-Leveraging the Risk of Excellence	p. 171
Transformative Evolution	p. 195
Service Serves Us
Service Experience-More than Just Pretty Words	p. 223
Sustainable Success through Service without Bounds	p. 244
Conclusion: Your Follow-up Care Plan	p. 268
	p. 276
	p. 280
	p. 284
Notes	p. 288
Sources	p. 298
Index	p. 300
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