Prescription for Excellence May 18, 2011

Prescription for Excellence
Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System

Author: Joseph Michelli
ISBN: 9780071773546 / 0071773541
©2011 | 1st Edition | 320 pages | Hardback
Pub Date: MAY-11
Price: US$ 28.00
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The Secrets to Long-Term Business Health

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 bestselling books, he examines how leading service companies dominate their respective industries with innovative customerexperience strategies.

Now, Michelli turns his attention to one of the most complex, controversial, and critical industries—healthcare.

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.

UCLA Health System is revered worldwide for its top-tier patient/customer care. Great physicians, nurses, researchers, and staff are only part of the equation; UCLA’s overall success is a result of organization-wide collaboration that is driven by leaders with a shared vision of unyielding excellence. Michelli breaks down UCLA’s approach into five simple principles:

• Commit to Care
• Leave No Room for Error
• Make the Best Better
• Create the Future
• Service Serves Us

From administrative offices to operating rooms to research centers, continued adherence to these five principles has guided UCLA to financial strength, social significance, and sustainability.

The best part is that these principles translate to any industry, so you, too, can achieve similar goals. Michelli gives you the tools to adapt UCLA’s ideas, systems, and leadership principles into your own best practices. Whether it is a healthcare organization, a financial institution, or a neighborhood hair salon, good business begins and ends with customer connection. When all workers in an organization focus on providing quality care for those they serve, success inevitably follows.

Business is always personal; UCLA’s leadership ensures that this simple truth drives every UCLA employee, every day. Apply the lessons Michelli spells out in Prescription for Excellence to create a system that ensures that your people take business personally, day in and day out.

Praise

‘Like any business, a hospital must be true to its core values in order to succeed. `Trickle-down values’ start at the top with the best leadership, so that all the stakeholders understand and carry out the institution’s mission. That is the gift that David F einberg has brought to U CLA. I am in awe of his management skills.’
‘Lynda Resnick, owner of Pom Wonderful, Fiji Water, Teleflora, and Wonderful Pistachios

‘With clear purpose, unwavering principles, and steadfast leadership, the people at UCLA have established a new bar, a compelling promise, for what healthcare can and should be.’
‘David M. Lawrence, M.D., former CEO, Kaiser Permanente
‘An absorbing and educational account of a large institution’s astonishing transformation. The strong, courageous, and focused leadership of David Feinberg and his outstanding team is evident on every page. A tremendous lesson for all large enterprises.’
‘William E. Simon, Jr., cochairman, William E. Simon & Sons

 
‘Most leadership authors describe how to apply common-sense principles. Michelli is a notable exception. He artfully describes the compelling, uncommon leadership practices that transformed UCLA Health System. The resulting lessons are plentiful and powerful for today’s business leader.’
‘Lee J. Colan, Ph.D., author of Sticking to It: The Art of Adherence

Publicity

1. Prescription for Excellence is poised to hit FOUR Bestseller Lists:

   - The New York Times: #1  Hardcover Advice & Misc, Week Ending  June 12

   - USA Today: #1  Money Best Sellers
   
   - Publishers Weekly: #2 Hardcover Nonfiction Best Seller
   
   - The Wall Street Journal: #8 Hardcover Nonfiction and #1 Hardcover Business (based on Nielsen Bookscan ratings

About the Author

Joseph A. Michelli, Ph.D. (Falcon, CO), is an internationally sought-after speaker, author, and organizational consultant. His book, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, published by McGraw-Hill, regularly achieved bestseller status on the Wall Street Journal (6 weeks), BusinessWeek (5 months), and USA Today (8 weeks) lists. He has been featured on television programs such as The Glenn Beck Show and CNBC’s “On the Money” and has conducted hundreds of radio and print interviews. His other books include The New Gold Standard about service excellence at The Ritz-Carlton Hotel Company and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the “World Famous” Pike Place Fish Market in Seattle.

Other books you might be interested:

1. 9780071478151      The Disney Way
2. 9780071477840     The Starbucks Experience
3. 9780071548335      The New Gold Standard
4. 9780071590730     Management Lessons from Mayo Clinic
5. 9780071592086     The Innovator’s Prescription