My friend Joseph Michelli recently published a new book entitled “Prescription for Excellence,” and is the number one selling book on Amazon for business books. It has also (and may still be #1) on Barnes and Noble’s site too. Below is a description of this new book. Best of all, all ALL author royalties will be going to Operation Mend (which provides reconstructive surgery services
to wounded military service men and women).
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
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.