Submitted by: Submitted by raniajoe
Views: 363
Words: 1075
Pages: 5
Category: Business and Industry
Date Submitted: 02/26/2011 05:32 AM
This book is very easy to read, full of strategic ideas that are applicable to any organization. I highly recommend this book to any organization who is trying to create a positive service excellence experience for people and patients in the hospital. This book provides realistic situations with suggested solutions.
In the first chapter, the author talks about his life story what kind of problems he encounters along his different jobs, and how he dealt with the problems, and what the outcome was to every situation.
In the second chapter, the author talks about the purpose of Healthcare flywheel, worthwhile work and making a difference. The wheel is turn by self motivation (celebrate the positives), prescriptive to do's (how to achieve results) and what are the results.
The Challenges entitles how to create the right environment for patients, staff & physicians, the blame on administration and Changing. He ends his chapter by stating: “In order to get results you must have action. Talking about it isn't doing it! “
In the third chapter, Studer talks about How to align the organization. The five pillars provide the foundation for setting organizational goals and direction for service and operational excellence. These pillars also provide the framework for an evaluation process: People, Service, Quality, Finance and Growth. The nine principles provide a road map to achieve goals under the five pillars.
Principle one talks about how to commit to Excellence.
In the subsequent chapters, he speaks to the 8 other principles.
In the fourth chapter, the author talks about how to Measure the Important Things. A manager should define specific targets Measure progress against those targets and Align necessary resources. Why measure? It Holds individuals accountable for results & determines if things are working. This data also leads to process improvement.
The Key Point is to measure often enough so you can reward and...