Download or read book Prescription for Excellence Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System written by Joseph A. Michelli and published by McGraw Hill Professional. This book was released on 2011-05-20 with total page 347 pages. Available in PDF, EPUB and Kindle. Book excerpt: THE #1 NEW YORK TIMES AND WALL STREET JOURNAL BESTSELLER! “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 About the Book: 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 customerexperience 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.
Download or read book Rankings and the Reshaping of Higher Education written by Ellen Hazelkorn and published by Springer. This book was released on 2015-03-23 with total page 191 pages. Available in PDF, EPUB and Kindle. Book excerpt: University rankings have gained popularity around the world and are now a significant factor shaping reputation. This second edition updates Ellen Hazelkorn's first comprehensive study of rankings from a global perspective, drawing in new original research and extensive analysis. It is essential reading for policymakers, managers and scholars.
Download or read book Places of Excellence written by Martin Tröndle and published by . This book was released on 2021 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book investigates how excellence and reputability are formed, performed, and perceived at well renowned international higher education institutions. Along six detailed ethnographic case descriptions - including University of Warwick, Goldsmiths, New York University, School of the Art Institute Chicago, Ohio State University, and HEC Montréal - it asks how master's programs in arts management and cultural policy achieved reputability and how this affects the everyday academic live. A cross-case analysis revealed a set of overall drivers that seem to have a great impact on the reputation of the studied programs. By focusing on the design and content of the teaching environments as well as on motivational, emotional, and social aspects of the learning situation at these six higher education institutions, the book offers a holistic understanding of reputability and excellence. About the authors Johanna Schindler is a postdoctoral researcher at the WÜRTH Chair of Cultural Production at Zeppelin University, Friedrichshafen, Germany, and Managing Editor of the peer-reviewed Journal of Cultural Management and Cultural Policy. Previously, she worked as a curatorial assistant at Kunstmuseum Liechtenstein, Vaduz; a manager of the International Association of Curators of Contemporary Art; and a researcher and coordinator at Haus der Kulturen der Welt, Berlin. Martin Tröndle is the WÜRTH Chair of Cultural Production at Zeppelin University, Friedrichshafen, Germany. He is a principal investigator of Experimental Concert Research, a project that investigates aesthetic experience in classical concerts. He is also Co-Editor in Chief of the peer-reviewed Journal of Cultural Management and Cultural Policy. Previously, he was the principal investigator of eMotion - mapping museum experience (2008-14), a project that experimentally analyzed the experience of the museumgoer.
Download or read book Winning the Reputation Game written by Grahame R. Dowling and published by MIT Press. This book was released on 2016-04-22 with total page 275 pages. Available in PDF, EPUB and Kindle. Book excerpt: Core strategies for creating a corporate reputation that will provide a competitive advantage in the marketplace: a back-to-basics approach. What does a company have to do to be admired and respected? Why does Apple have a better reputation than, say, Samsung? In Winning the Reputation Game, Grahame Dowling explains. Companies' reputations do not derive from consultant-recommended campaigns to showcase efforts at corporate transparency, environmental sustainability, or social responsibility. Companies are admired and respected because they are “simply better” than their competitors. Companies that focus on providing outstanding goods and services are rewarded with a strong reputation that helps them gain competitive advantage. Dowling, who has studied corporate reputation–building for thirty years, describes two core strategies for creating a corporate reputation that will provide a competitive advantage: to be known for being Best at Something or for being Best for Somebody. Apple, for example, is best at personal technology products that enhance people's lifestyles. IKEA is best for people who want well-designed furniture at affordable prices. Dowling covers such topics as the commercial value of a strong reputations—including good employees, repeat customers, and strong share price; how corporate reputations are formed; the power of “being simply better”; the effectiveness of corporate storytelling (for good or ill; Kenneth Lay of Enron was a master storyteller); and keeping out of trouble. Drawing on many real-world examples, Dowling shows how companies that are perceived to be better than their competitors build strong reputations that reflect past success and promise more of the same. Companies that artificially engineer a reputation with irrelevant activities but have stopped providing the best products and services available often wind up with mediocre—or worse—reputations.
Download or read book Excellence Wins written by Horst Schulze and published by Zondervan. This book was released on 2019-03-05 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Horst Schulze knows what it takes to win. In Excellence Wins, the cofounder and former president of the Ritz-Carlton Hotel Company lays out a blueprint for becoming the very best in a world of compromise. In his characteristic no-nonsense approach, Schulze shares the visionary and disruptive principles that have led to immense global success over the course of his still-prolific fifty-year career in the hospitality industry. For over twenty years, Schulze fearlessly led the company to unprecedented multibillion dollar growth, setting the business vision and people-focused standards that made the Ritz-Carlton brand world renowned. In Excellence Wins, Schulze shares his approach to everything from providing the best customer service to creating a culture of excellence within your organization. With his tried-and-true methods and inspiring, hard-earned wisdom, Schulze teaches you everything you need to know about: Why leading well is an acquired skill Serving your customers Engaging your employees Creating a culture of customer service Why vision statements make a difference What it really means to practice servant leadership Schulze's principles are designed to be versatile and practical no matter where you are in your career. He'll remind you that you don't need a powerful title or dozens of direct reports to benefit from the advice he shares in Excellence Wins--you have everything you need to apply it to your life and career right now. Let Schulze's incredible story help you unleash the disruptive power of your true potential, beat the competition, own your career trajectory, and experience the game-changing power of what happens when Excellence Wins.
Download or read book Reputation Strategy and Analytics in a Hyper Connected World written by Chris Foster and published by John Wiley & Sons. This book was released on 2016-08-08 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: Reputation management techniques that work amidst the unceasing flow of information Reputation Strategy and Analytics in a Hyper-Connected World is a complete guide to corporate communications and reputation management. Covering a range of scenarios from ideal to catastrophic, this book provides a clear blueprint for preparation, execution, and beyond. The discussion focuses on data-driven, evidence-based strategies for the modern digital economy, providing actionable frameworks, practical roadmaps, and step-by-step blueprints for deploying advance analytics, predictive modeling, and big data techniques to successfully manage communications and reputation. You'll learn how the right tools and people get the job done quickly, effectively, and cost-effectively, and how to identify and acquire the ones you need. Coverage includes the latest technology and cutting-edge applications, bringing you up to speed on what excellence in communications can realistically be. We live in an age of interconnectedness and transparency, and information travels at the speed of light to reach nearly every corner of the globe. This book shows you the key strategies and operational tactics required to respond successfully to financially damaging assaults on your company's reputation. Execute world-class corporate communications Prepare for best- and worst-possible case scenarios Manage organizational reputation in the digital economy Pick the right team and the right tools to get the job done Stories, rumors, lies — there is no safe haven. Big data, cloud, and mobile technologies are fueling a perfect storm of immense proportions, overwhelming the capabilities of organizations and individuals attempting to manage their brands and reputations when hit with damaging information or harmful stories. Reputation Strategy and Analytics in a Hyper-Connected World shows you navigate the never-ending information stream to keep your company out of the undertow.
Download or read book The Pursuit Of Excellence written by Mary Meadows and published by Lulu.com. This book was released on 2016-01-09 with total page 12 pages. Available in PDF, EPUB and Kindle. Book excerpt: A look at excellence. Sometimes we as Christians forget God has set the standard and He will not lower it. It is our responsibility to teach the upward call.Mary
Download or read book The Oxford Handbook of Corporate Reputation written by Michael L. Barnett and published by OUP Oxford. This book was released on 2012-07-19 with total page 528 pages. Available in PDF, EPUB and Kindle. Book excerpt: What does it mean to have a "good" or "bad" reputation? How does it create or destroy value, or shape chances to pursue particular opportunities? Where do reputations come from? How do we measure them? How do we build and manage them? Over the last twenty years the answers to these questions have become increasingly important-and increasingly problematic-for scholars and practitioners seeking to understand the creation, management, and role of reputation in corporate life. This Handbook intends to bring definitional clarity to these issues, giving an account of extant research and theory and offering guidance about where scholarship on corporate reputation might most profitably head. Eminent scholars from a variety of disciplines, such as management, sociology, economics, finance, history, marketing, and psychology, have contributed chapters to provide state of the art definitions of corporate reputation; differentiate reputation from other constructs and intangible assets; offer guidance on measuring reputation; consider the role of reputation as a corporate asset and how a variety of factors, including stage of life, nation of origin, and the stakeholders considered affect its ability to create value; and explore corporate reputation's role more broadly as a regulatory mechanism. Finally, they also discuss how to manage and grow reputations, as well as repair them when they are damaged. In discussing these issues this Handbook aims to move the field of corporate reputation research forward by demonstrating where the field is now, addressing some of the perpetual problems of definition and differentiation, and suggesting future research directions.
Download or read book 50 GOLDEN RULES OF SUCCESS written by JOSE DOWAKA and published by Good servant publishers. This book was released on 2024-05-04 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: Navigate life’s challenges with wisdom and courage. Golden rules of success are your beacon of light, offering profound insights and practical advice to help you overcome obstacles, cultivate resilience, and find inspiration even in the darkest moments.
Download or read book The Myth of Excellence written by Fred Crawford and published by Crown Currency. This book was released on 2007-12-18 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Undiscovered Consumer . . .and the Mistake of Universal Excellence What do customers really want? And how can companies best serve them? Fred Crawford and Ryan Mathews set off on what they describe as an "expedition into the commercial wilderness" to find the answers. What they discovered was a new consumer -- one whom very few companies understand, much less manufacture products for or sell products or services to. These consumers are desperately searching for values, a scarce resource in our rapidly changing and challenging world. And increasingly they are turning to business to reaffirm these values. As one consumer put it: "I can find value everywhere but can't find values anywhere." Crawford and Mathews's initial inquiries eventually grew into a major research study involving more than 10,000 consumers, interviews with executives from scores of leading companies around the world, and dozens of international client engagements. Their conclusion: Most companies priding themselves on how well they "know" their customers aren't really listening to them at all. Consumers are fed up with all the fuss about "world-class performance" and "excellence." What they are aggressively demanding is recognition, respect, trust, fairness, and honesty. Believing that they are still in a position to dictate the terms of commercial engagement, businesses have bought into the myth of excellence -- the clearly false and destructive theory that a company ought to be great at everything it does, that is, all the components of every commercial transaction: price, product, access, experience, and service. This is always a mistake because "the predictable outcome [is] that the company ends up world-class at nothing; not well-differentiated and therefore not thought of by consumers at the moment of need." Instead, Crawford and Mathews suggest that companies engage in Consumer Relevancy, a strategy of dominating in one element of a transaction, differentiating on a second, and being at industry par (i.e., average) on the remaining three. It's not necessary for businesses to equally invest time and money on all five attributes, and their customers don't want them to. Imagine the confusion if Tiffany & Co. started offering deep discounts on diamonds and McDonald's began selling free-range chicken and tofu. The Myth of Excellence provides a blueprint for companies seeking to offer values-based products and services and shows how to realize the commercial opportunities that exist just beyond their current grasp -- opportunities to reduce operating costs, boost bottom-line profitability, and, most important, begin to engage in a meaningful dialogue with customers.
Download or read book Catalog written by United States Naval Academy and published by . This book was released on 1986 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Paradox of Excellence written by David Mosby and published by Jossey-Bass. This book was released on 2005-08-17 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: All too often, customers take performance--particularly excellent performance--for granted, creating expectations that are difficult to live up to for businesses. The authors provide an entertaining and practical model for building and maintaining high customer loyalty and brand value.
Download or read book Communication Excellence written by Ralph Tench and published by Springer. This book was released on 2017-03-28 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: Exploring the implications of 10 years of data from more than 21,000 communication professionals across Europe, combined with case studies and interviews with senior communication directors from top European companies and organisations, this book provides an insight into how to build, develop and lead excellent communication. It presents a culmination of research and best practice models, covering strategic communication, the impact on reputation, crisis, mediatisation, organisational culture, new digital, social and mobile media as well as the development of professionalisation. Providing clear guidance on the difference between normal and excellent communications departments, the book shows readers how communication can effectively influence and support the organisation and positively fit within the business strategy of today’s global and changing markets. The study behind this book, the European Communication Monitor, is known as the most comprehensive provider of reliable data in the communication field worldwide.
Download or read book In the Company of Scholars written by Julius Getman and published by University of Texas Press. This book was released on 2010-07-22 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: "I began this book to articulate my sense of disappointment and alienation from the status I had fought so hard to achieve." A remarkable admission from an alumnus of Harvard Law School who has held tenured professorships in the law schools of Yale and Stanford and has taught in the law schools of Harvard and Chicago. In this personal reflection on the status of higher education, Julius Getman probes the tensions between status and meaning, elitism and egalitarianism, that challenge the academy and academics today. He shows how higher education creates a shared intellectual community among people of varied races and classes—while simultaneously dividing people on the basis of education and status. In the course of his explorations, Getman touches on many of the most current issues in higher education today, including the conflict between teaching and research, challenges to academic freedom, the struggle over multiculturalism, and the impact of minority and feminist activism. Getman presents these issues through relevant, often humorous anecdotes, using his own and others' experiences in coping with the constantly changing academic landscape. Written from a liberal perspective, the book offers another side of the story told in such works as Allan Bloom's The Closing of the American Mind and Roger Kimball's Tenured Radicals.
Download or read book Hack the Corporate Ladder written by Robert T Gofourth and published by Elite Online Publishing. This book was released on 2017-06-07 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Have you ever wondered why some people are able to move up the corporate ladder with ease and others languish in the pool of workers who can’t seem to get ahead? Robert T. Gofourth unlocks the mystery of corporate success in this book full of entertaining stories, confessions of his own mistakes and practical tips of what to do to succeed within the corporate environment. You can let go of any misconception of succeeding through hard work and dedication. Being recognized for your accomplishments and effortlessly rising to the top of the competitive corporate environment simply will not happen. Reading this book is like opening up the box where stories of success are hidden. It is not a motivational book with lots of encouragement and positive thinking. This book is a pragmatic collection of actual stories based on the author’s experience. In most cases the name of the person in the story has been changed. What’s important for you to grasp is these stories represent real life in the corporate world. You will probably recognize yourself, or people you know, in some of the stories. At the end of each section is a set of “Do’s and Don’ts” you can use as a checklist in your corporate rise through the ranks. Near the end of the book, Gofourth summarizes his management philosophy with three super simple tools he finds super effective in managing his team. He is convinced if you follow the three simple philosophies it will absolutely help you move to the next level quicker.
Download or read book Political Economy Political Science and Sociology written by Richard Theodore Ely and published by . This book was released on 1899 with total page 812 pages. Available in PDF, EPUB and Kindle. Book excerpt:
