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By
Wendy Leebov (editor)
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Bibliographic Detail
Publisher
Authors Choice Pr
Publication date
June 1, 2003
Pages
349
Binding
Paperback
Book category
Adult Non-Fiction
ISBN-13
9780595283675
ISBN-10
0595283675
Dimensions
1 by 5.75 by 8.75 in.
Weight
1.15 lbs.
Availability§
Apply Direct
Original list price
$21.95
Other format details
medical
§As reported by publisher
Summaries and Reviews
Amazon.com description: Product Description: About this book: Designed for healthcare change agents, organizational development specialists, department directors, trainers, human resources personnel, administrators and service improvement team leaders and facilitators, and consultants, this book is a practical guide to creating an organization-wide strategy that results in heightened staff awareness of the importance of customers, higher levels of patient/customer satisfaction and continuous improvement in service behavior and systems. After building a case in Part I for the potential of impressive service quality as an unparalleled competitive advantage, Part II identifies concrete tactics that help change agents, teams and healthcare leaders to align everyday practices with the organization's focus on service quality. Tactics are provided that support "ten pillars of service excellence", including Leadership Philosophy and Commitment, Accountability, Input and Evaluation, Problem-Solving and Complaint Management, Staff Development and Training, Reward and Recognition, Communication, Physician Performance, Employee as Customer, and Refreshers and Reminders. Part III provides operational strategies, including planning and staffing for service excellence, handling resistance, and giving your strategy "staying power."
Editions
Paperback
The price comparison is for this edition
from Authors Choice Pr (June 1, 2003)
9780595283675 | details & prices | 349 pages | 5.75 × 8.75 × 1.00 in. | 1.15 lbs | List price $21.95
About: About this book: Designed for healthcare change agents, organizational development specialists, department directors, trainers, human resources personnel, administrators and service improvement team leaders and facilitators, and consultants, this book is a practical guide to creating an organization-wide strategy that results in heightened staff awareness of the importance of customers, higher levels of patient/customer satisfaction and continuous improvement in service behavior and systems.
About: About this book: Designed for healthcare change agents, organizational development specialists, department directors, trainers, human resources personnel, administrators and service improvement team leaders and facilitators, and consultants, this book is a practical guide to creating an organization-wide strategy that results in heightened staff awareness of the importance of customers, higher levels of patient/customer satisfaction and continuous improvement in service behavior and systems.
from Health Forum (January 1, 1988)
9781556480195 | details & prices | List price $37.50
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