Service Fanatics

THE PROVEN MODEL FOR DRIVING POSITIVE ORGANIZATIONAL CHANGE Cleveland Clinic has long been recognized for driving some of the best clinical outcomes in the nation, but it was not always a leader in patient experience. There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space. How did Cleveland Clinic turn itself around so effectively and so quickly? More important, how can you do the same with your organization? In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience. This strategic guide covers: How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve it Critical lessons learned regarding organization, recruitment, training, and measuring service excellence Ways in which the Clinic aligned its entire workforce around its Patients First strategy How leaders improved the critical element of physician communication Rather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives. Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare. Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.

This text discusses how companies create competitive advantage through strategic marketing. Using established frameworks and concepts, it examines aspects of marketing strategy and thinking. It provides examples to facilitate the understanding of theoretical concepts.

This Short Introduction to Strategic Human Resource Management provides a concise treatment of the key elements of strategic HRM using an innovative risk-management approach. It emphasizes the importance of the decisions, processes and choices organizations make about managing people and shows how workforce management directly affects strategic organizational outcomes. It provides guidance for managers on how to make better human capital decisions in order to achieve strategic success more effectively. Reflecting an increasing uncertainty in global business, Cascio and Boudreau consider ways of dealing with risk in managing human capital. Numerous examples in every chapter illustrate key points with real business cases from around the world.

"The selection of essays here is outstanding. The Reader is particularly strong in bridging between founding figures and cutting edge work by newer writers."- Henry Jenkins, MIT "An extraordinarily well considered selection of articles and essays, arranged with skill and style." - Charlie Blake, University College NorthamptonPopular Culture: A Reader helps students understand the pervasive role of popular culture and the processes that constitute it as a product of industry, an intellectual object of inquiry and an integral component of all our lives.The volume is divided into 7 thematic sections, and each section is preceded by an introduction which engages with, and critiques, the chapters that follow. The book contains: Classic writings from all the ′big names′ including Raymond Williams, Stuart Hall, Walter Benjamin, Theodor Adorno, Frederic Jameson, Dick Hebdige, Angela McRobbie, Paul Gilroy and many more. Contemporary cultural references throughout - this is not simply an historical account. Pieces drawing on diverse national, disciplinary and subdisciplinary contexts. Sensitivity to issues of gender, race and sexuality. This reader is a key resource for students of media and communication studies, cultural studies, and the sociology of the media.

Is your talent strategy a unique competitive advantage? As competition for top talent increases, companies must recognize that decisions about talent and its organization can have a significant strategic impact. Beyond HR shows how organizations can uncover distinctive talent contributions, strategically differentiate their HR practices and metrics, and more optimally allocate talent to create value. Illustrations from companies such as Disney, Boeing, and Corning describe a new decision science called Talentship, that reveals opportunities by identifying strategy pivot points and the optimal talent and organization decisions that address them. A unique framework helps readers identify their own distinctive strategic pivot points and connect them to talent decisions, showing how today’s “HR” can evolve to fulfill its potential as a source of strategic advantage.

The one collection every healthcare leader needs. The landscape of today's healthcare industry is constantly changing, and it's your job to lead your team to success. This collection from Harvard Business Review offers the ideas and strategies to help get you there. HBR's 10 Must Reads for Healthcare Leaders Collection includes the popular books HBR's 10 Must Reads on Leadership for Healthcare, HBR's 10 Must Reads on Strategy for Healthcare, HBR's 10 Must Reads on Innovation, and HBR's 10 Must Reads on Change Management. This unique compilation offers insights from world-class experts on making the leap from being a good practitioner to being a great leader, leading effectively through times of rapid change, and achieving the best healthcare outcomes at the lowest cost. The collection includes forty articles selected by HBR's editors from renowned thought leaders including Michael Porter, Peter Drucker, John Kotter, Rosabeth Moss Kanter, Jim Collins, W. Chan Kim, and Renee Mauborgne, plus the bonus article "Engaging Doctors in the Health Care Revolution," by Thomas H. Lee, MD, and Toby Cosgrove, MD. HBR's 10 Must Reads for Healthcare Leaders Collection is an invaluable resource for any doctor or hospital administrator looking to grow as a leader and to having a positive impact on colleagues and patients alike. HBR's 10 Must Reads series is the definitive collection of ideas and best practices for leaders at every level. These books offer essential reading selected from the pages of Harvard Business Review on topics critical to the success of every manager. Each book is packed with advice and inspiration from leading experts such as Clayton Christensen, Peter Drucker, Rosabeth Moss Kanter, John Kotter, Michael Porter, Daniel Goleman, Theodore Levitt, and Rita Gunther McGrath.

Help your team excel. Go from being a good practitioner to being an extraordinary leader of healthcare professionals. If you read nothing else on leadership, read these articles. We've combed through hundreds of Harvard Business Review articles and selected the most important ones for healthcare leaders to help you and your team excel, maximize performance, and live into your mission. Leading experts, such as Thomas H. Lee, Daniel Goleman, Peter F. Drucker, John P. Kotter, and Amy C. Edmondson, provide the insights and advice you need to: Understand the difference between managers and leaders Motivate others to excel Create successful cross-functional teams on the fly Maintain your identity and values as a clinician as you move into an organizational leadership role Have an impact not only on your organization but on the surrounding system Work in complex environments where authority is diffuse Lead effectively in times of rapid change This collection of articles includes "What Makes a Leader?," by Daniel Goleman; "What Makes an Effective Executive," by Peter F. Drucker; "What Leaders Really Do," by John P. Kotter; "Level 5 Leadership: The Triumph of Humility and Fierce Resolve," by Jim Collins; "The Work of Leadership," by Ronald A. Heifetz and Donald L. Laurie; "Teamwork on the Fly," by Amy C. Edmondson; "Who Has the D? How Clear Decision Roles Enhance Organizational Performance," by Paul Rogers and Marcia Blenko; "In Praise of the Incomplete Leader," by Deborah Ancona, Thomas W. Malone, Wanda J. Orlikowski, and Peter M. Senge; "Using the Balanced Scorecard as a Strategic Management System," by Robert S. Kaplan and David P. Norton; "Health Care's Service Fanatics," by James I. Merlino and Ananth Raman; and "Engaging Doctors in the Health Care Revolution," by Thomas H. Lee and Toby Cosgrove.