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It's all about service
September 4, 2011, Sunday
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Print Edition
Print Edition
JOSEPH Michelli, author of "The Starbucks Experience" and "The New Gold Standard," is among the world's top authorities on the principles of creating an organizational culture dedicated to service excellence. In these best-selling books, he examines how leading service companies dominate their respective industries with innovative customer experience strategies.
Now, Michelli turns his attention to one of the most complex, controversial, and critical industries - health care.
In "Prescription for Excellence," Michelli provides an inside look at an organization that has become the envy of its industry - and explains how you can dominate your own industry by using the same approach.
Michelli breaks down the organization's approach into five simple principles: Commit to Care; Leave No Room for Error; Make the Best Better; Create the Future; and Service Serves Us.
Now, Michelli turns his attention to one of the most complex, controversial, and critical industries - health care.
In "Prescription for Excellence," Michelli provides an inside look at an organization that has become the envy of its industry - and explains how you can dominate your own industry by using the same approach.
Michelli breaks down the organization's approach into five simple principles: Commit to Care; Leave No Room for Error; Make the Best Better; Create the Future; and Service Serves Us.
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