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PRESCRIPTION FOR EXCELLENCE: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System (McGraw-Hill Professional; Hardcover, $28.; May 2011) by Joseph Michelli (author of the bestselling books The Starbucks Experience and The New Gold Standard) begins a vision of service that extends from its doctors and nurses right down to the janitors and receptionists.
Theirs is an unrelenting pursuit of service excellence, and it shows in its countless organizational awards for performance and achievement – including the Integrated Healthcare Association, the American Nurses Credentialing Center, the American Heart Association, The National Cancer Institute, The American Alliance of Healthcare Providers, the American Society of Metabolic & Bariatric Surgery, and The National Institutes of Health. Year after year, it receives a consistent ranking on US News and World Report’s list of America’s Best Hospitals.
The UCLA Health System admitted its first patient in July, 1955 – and for over 65 years it has become synonymous with innovation, leadership, and the common goal of treating every patient with unparalleled care and service. Its impact on medical care and education, as well its revolutionary medical research has made it one of the top-tier health service providers in the world.
Using anecdotes, Prescriptive Summaries, and five key principles, Michelli –along with UCLA Health System CEO Dr. David Feinberg – sum up how to reach the highest levels of business success by focusing on the care of others. While this may be the standard oath of any health care institution, UCLA is a global leader and offers lessons for everyone in improving standards of excellence organization – wide.
Business is ultimately about connecting with customers. For UCLA Health System, this means transforming its interaction at every level to address the patient’s needs. PRESCRIPTION FOR EXCELLENCE takes an inspired look at this award-winning business’s proactive strategy for long-term business health and leadership.
About the Author:
Joseph Michelli is an internationally sought-after speaker, author, and organizational consultant. His book, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, published by McGraw-Hill, regularly achieved bestseller status on the Wall Street Journal (6 weeks), BusinessWeek (5 months), and USA Today (8 weeks) lists. He has been featured on television programs such as The Glenn Beck Show and CNBC's "On the Money" and has conducted hundreds of radio and print interviews. His other books include The New Gold Standard about service excellence at The Ritz-Carlton Hotel Company and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World Famous" Pike Place Fish Market in Seattle.
Read more about the book at www.josephmichelli.com
PRESCRIPTION FOR EXCELLENCE: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, by Joseph Michelli. May, 2010; Hardcover, $28.00;
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