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Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System
CITATION
Michelli, Joseph
.
Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System
.
US
: McGraw-Hill, 2011.
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Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System
Authors:
Joseph Michelli
Published:
May 2011
eISBN:
9780071773904 0071773908
|
ISBN:
9780071773546
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Book Description
Table of Contents
Cover
Title Page
Copyright Page
Contents
Foreword
Acknowledgments
Chapter 1 The UCLA Health System Experience: What Everyone Can Learn from Greatness in Healthcare
Principle 1 Commit to Care
Chapter 2 Care Takes Vision, Clarity, and Consistency
Chapter 3 Never Enough Care
Principle 2 Leave no Room for Error
Chapter 4 Setting the Foundation: Safety Is a Matter of Culture
Chapter 5 Safety—Science, Selection, and Challenge
Principle 3 Make the Best Better
Chapter 6 Delivering Exceptional Outcomes Here and Now
Chapter 7 Quality for Less and for All
Principle 4 Create the Future
Chapter 8 High-Value Innovation—Leveraging the Risk of Excellence
Chapter 9 Transformative Evolution
Principle 5 Service Serves Us
Chapter 10 Service Experience—More than Just Pretty Words
Chapter 11 Sustainable Success through Service without Bounds
Conclusion: Your Follow-up Care Plan
Appendix A
Appendix B
Appendix C
Notes
Sources
Index
