Arnold is president of the Centennial Medical Center in Nashville, Tenn., the nation's largest medical center and the flagship institution of the Hospital Corporation of America, a leading for-profit, health-care company. He and Plas ( Working Up a Storm ), a Vanderbilt University psychology professor, here enthusiastically examine the "person-centered quality-improvement" program effected by Arnold's management style, which is symbolized by his open-to-all, doorless office. Citing improved morale, increased efficiency and greater profitability, the authors describe how indifferent auto-parking valets, for example, became cheerful and accomodating after Arnold showed a personal interest in their problems. Similar results were noted with workers handling complex medical records and billing complaints. Such a reversal of the usual pattern of corporate efficiency programs leaves the reader bemused, enlightened and nearly convinced. Author tour.
Copyright 1993 Reed Business Information, Inc.
Product Description
Sometimes the simplest ideas are the most revolutionary… "An eloquent argument for the cost effectiveness of civil leadership and civility in the workplace. Every executive should read this book before concluding she or he knows the real meaning of total quality management" —M. Scott Peck Author, The Road Less Traveled and A World Waiting to Be Born "This is a compelling story from someone who’s actually lived it. Bill Arnold’s ‘hard-nosed humanism’ is that rare blend of respect and trust, rights and responsibility. The results speak for themselves. Arnold and Plas know their stuff."—Nancy K. Austin Coauthor, A Passion for Excellence "Bill Arnold has turned the corporate pyramid upside-down. He has opened his office to everyone, and he has spread decision-making responsibility throughout his organization… Bill Arnold has proved that it doesn’t need to be, and shouldn’t be, lonely at the top." Vernon R. Loucks, Jr. Chairman and Chief Executive Officer Baxter International Inc. "This is an exciting book. It’s an inspiring story of leadership and success. If anyone still needs proof that a people-oriented focus on quality works, this compelling description of the transformation of Centennial Medical Center should do it."—Dean O. Morton Executive Vice President and Chief Operating Officer Hewlett-Packard Main Selection of the Newbridge Executive Program
See all Editorial Reviews
