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Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System Hardcover – May 24, 2011
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About the Author
Joseph A. Michelli, Ph.D., is the bestselling author of The Starbucks Experience, The New Gold Standard, and The Zappos Experience. He is an internationally sought-after speaker and organizational consultant who has been featured on The Glenn Beck Show and CNBC’s On the Money.
Top Customer Reviews
"We are in the business of taking care of people It doesn't matter if you are a doctor, a nurse, or a janitor or if you carry a leadership title, we all must champion and execute on the common goal of coming in every day to make sure we take care of our next patient." Dr. David Feinberg, CEO UCLA Hospital System
There are 11 chapters, three appendices, a detailed notes section, and separate sources and index areas. I liked that the author included an excerpt from UCLA's Patient Confidentiality Policy, along with their actual Confidentiality Agreement, as separate appendices. None of the chapters are over 30 pages in length which makes the book an engaging read that holds your attention. Dr. Michelli's writing style is friendly, informative and educational. The chapters are divided into five sections, or "Principles," to reinforce the learning aspect. Each chapter begins with a compelling quote from a historical figure. My favorite was "A life is not important except for the impact it has on other lives" by American baseball legend and civil rights activist, Jackie Robinson.
Innovative Learning Features
Two salient features contained in each chapter were "Your Diagnostic Checkup" and "Prescriptive Summary." The first feature asks questions within the chapter to highlight the subject matter and encourage the reader to self-test their understanding.Read more ›
Most Recent Customer Reviews
Leave it to a huge system that's a disaster to publish a wild self-promotional tome ahead of its expansion and then get 5 people to do faux reviews. Read morePublished on June 29, 2013 by Line Cecum
In Prescription for Excellence, author and organizational consultant Joseph Michelli brings to the business world a brilliant in-depth portrayal of a world class organization's... Read morePublished on July 25, 2011 by Allan Hay