Prescription for Excellence
Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System
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Narrated by:
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Tony Craine
About this listen
The number one New York Times and Wall Street Journal best seller!
“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 Feinberg has brought to UCLA. 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, MD, 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, PhD, author of Sticking to It: The Art of Adherence)
About the book:
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.
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 health-care 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.
©2011 The Regents of the University of California and UCLA Health System (P)2011 McGraw Hill-Ascent AudioListeners also enjoyed...
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Story
Bestselling author of The 2020 Workplace Jeanne Meister returns with a powerful guide to mastering a new set of workplace disruptions, detailing the skills you need to thrive in today's hyper-competitive and rapidly changing business environment. Along with co-author Kevin Mulcahy, Meister presents step-by-step advice to recruiters on how to prepare for a more transparent world of work, develop a new set of leadership skills, and anticipate future trends and changes across industries.
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A look into the future of the corporate world
- By Amir on 12-08-16
By: Jeanne Meister, and others
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Attacker's Advantage
- Turning Uncertainty into Breakthrough Opportunities
- By: Ram Charan
- Narrated by: Mark Bramhall
- Length: 6 hrs and 8 mins
- Unabridged
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In The Attacker's Advantage, Charan reveals the upside of uncertainty for those leaders who are nimbly positioned to anticipate the catalysts of disruption and embrace change. He updates and adapts the principles of his previous best sellers to address the current turbulent business environment, cutting through the veil of complexity to concentrate on the new customer needs and expectations and providing the tools for corporate leaders to take their companies to a higher level.
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Fantastic book - volume lower than usual
- By James Gajewski on 06-14-15
By: Ram Charan
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No Ego
- How Leaders Can Cut the Cost of Workplace Drama, End Entitlement, and Drive Big Results
- By: Cy Wakeman
- Narrated by: Cynthia Farrell
- Length: 4 hrs and 45 mins
- Unabridged
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No Ego is about increasing awareness of just how often individuals are operating out of ego at work, breeding drama and discord rather than innovation and constructive collaboration. It is high time to reinvent leadership thinking. The current work experience is so full of emotional waste that it's seen as a foregone cost in today's business environments. Cy Wakeman teaches straightforward strategies in which this time and energy can be re-commissioned and put toward the value that hired talent is intended to provide.
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It's a good dose of reality, but not enough...
- By Phaethon on 02-25-20
By: Cy Wakeman
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Extreme Teams
- Why Pixar, Netflix, AirBnB, and Other Cutting-Edge Companies Succeed Where Most Fail
- By: Robert Bruce Shaw
- Narrated by: James Foster
- Length: 7 hrs and 4 mins
- Unabridged
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Managers want great teams, but most build them around decades-old ideas and practices made popular by companies that have lost their edge. Extreme Teams looks at the new generation of teams driving growth in today's most innovative firms. They do this by doing things differently: hiring the right person instead of the best person; focusing on one priority while leaving room to explore new ideas; creating an environment where people are comfortable dealing with the uncomfortable.
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Extreme Blah
- By Blair C on 05-03-18
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The Complete Guide to Mergers and Acquisitions
- Process Tools to Support M&A Integration at Every Level, 3rd Edition
- By: Timothy J. Galpin, Mark Herndon
- Narrated by: Paul Heitsch
- Length: 10 hrs and 39 mins
- Unabridged
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Merger and acquisition activity across the globe continues to grow, and is also playing a major role in the development of expanding markets. A well-managed integration effort is essential to success, and failure means a tremendous waste in terms of time and money, as well as the rapid destruction of shareholder value. The Complete Guide to Mergers and Acquisitions: Process Tools to Support M&A Integration at Every Level, Third Edition is an invaluable resource to guide firms in managing M&A integration and maximize the value of their deals.
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Sales brochure for the authors
- By J Garner on 04-18-22
By: Timothy J. Galpin, and others
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Clarity First
- How Smart Leaders and Organizations Achieve Outstanding Performance
- By: Karen Martin
- Narrated by: Karen Martin
- Length: 8 hrs and 25 mins
- Unabridged
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Through her global consulting projects, keynote speeches, and work with thousands of leaders, Karen has seen first-hand how a pervasive lack of clarity strangles business performance and erodes employee engagement. Ambiguity is the corporate default state, a condition so prevalent that “tolerance for ambiguity” has become a clichéd job requirement. It doesn’t have to be this way.
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Not for me - dislike narrator's voice +
- By sharing1 on 10-11-19
By: Karen Martin
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The High-Potential Leader
- How to Grow Fast, Take on New Responsibilities, and Make an Impact
- By: Ram Charan, Geri Willigan
- Narrated by: Bob Reed
- Length: 5 hrs and 48 mins
- Unabridged
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Companies need high potential leaders (Hi-Pos) more than ever before to help them adapt to today's tumultuous, digitally-driven business environment. If you meet the Hi-Po criteria, you're in high demand - and this book explains how to fast-track yourself.
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Good book for people wanting to climb the corporate ladder and for executives to accelerate high - potential leaders
- By Niel on 06-23-19
By: Ram Charan, and others