A 'textbook with passion', Hardwiring Excellence offers a road map and practical how-to guide for creating and sustaining a culture of service and operational excellence. In this book, author Quint Studer, founder of Studer Group, draws on his personal experience as a former hospital executive who led two organizations to the top 1% in patient satisfaction and his experience coaching hundreds of healthcare organizations since.
Studer, a nationally acclaimed educator, coach, and thought leader in healthcare today, is a master storyteller, mixing 'chicken soup style' stories with personal insight, simple tools, and in-depth recommendations on how good organizations can become great ones.
Based on Studer Group's Nine Principles SM, Quint Studer shows how to retain more employees; ensure better customer service; build strong leadership, align organizational values, goals, and results; increase communication; reward and recognize individual success while also requiring accountability; and move operational performance for better financials, market share, and growth.
At the core of the journey, he says, is a sense of purpose, worthwhile work and making a difference. When organizations learn how to harness this passion in their employees, they create a success spiral with ever increasing momentum.
In fact, Richard L. Clarke, FHFMA, President and CEO of Healthcare Financial Management Association says, "Quint Studer's Nine Principles of service and operational excellence provide the missing link between people power and strong financials. It's about courageous leadership."
©2004 Studer Group (P)2012 Studer Group
I run a diverse holding company and at times perform healthcare consulting and have had the pleasure to see many healthcare systems from the inside out. This book laid bare many principles that I had seen but not understood on a conscious level as to what made one hospital a pleasant place to work and another dreadful with employees backbiting, gossiping, and undercutting each other. This truly should be read by every executive, in the healthcare industry or not, as it is the theoretical basis for Customer Relationship Management software, and provides a framework to structure how organizations meet customer's, and employee's needs. Wonderful book.
This book is for you! I am to chapter 7 and it is still not applicable without much imagination to daily life, feel like the write up was a little deceptive.
make it general, and applicable to every day life, for anyone.
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