The Baptist Health Care Journey to Excellence: Creating a Culture That WOWs! (Hardcover)

About the Author.

Foreword.

Acknowledgments.

Introduction: From Ouch! to Wow!

1. In Search of Competitive Advantage.

FIVE KEYS TO ACHIEVING SERVICE AND OPERATIONAL EXCELLENCE.

KEY ONE: CREATE AND MAINTAIN A GREAT CULTURE.

2. Committing to the Mission.

3. Maintaining a Balanced Approach: Pillars of Operational Excellence.

4. Fueling Employee-Driven Culture Change.

5. Engaging Your Workforce: Communicate, Communicate, Communicate!

KEY TWO: SELECT AND RETAIN GREAT EMPLOYEES.

6. Selecting the Best Employees.

7. Maximizing Employee Loyalty.

8. Celebrating Successes Through Reward and Recognition.

KEY THREE: COMMIT TO SERVICE EXCELLENCE.

9. Maintaining Quality Through Service Teams.

10. Scripting for Superior Service.

11. Developing Rounding and Service Recovery Techniques.

KEY FOUR: CONTINUOUSLY DEVELOP GREAT LEADERS.

12. Establishing Ongoing Leadership Training.

KEY FIVE: HARDWIRE SUCCESS THROUGH SYSTEMS OF ACCOUNTABILITY.

13. Building a Culture that Holds Employees Accountable.

14. Beyond Baptist Health Case: Other Systems on the Journey to WOW!

Appendix: What About the Physicians?

Index.