books:

	Hardwiring Excellence: Purpose, Worthwhile Work, Making a Difference Quint Studer Fire Starter Publishing, 2004 - 280 pages average customer review:based on 27 reviews view larger image
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highly recommended

Studer, a nationally acclaimed educator, coach, and thought leader in healthcare today, is a master storyteller, mixing "chicken soup style" stories with personal insight, simple tools, and in-depth recommendations on how good organizations can become great ones.

Based on Studer Group?s Nine Principles SM, Quint Studer shows how to retain more employees; ensure better customer service; build strong leadership, align organizational values, goals, and results; increase communication; reward and recognize individual success while also requiring accountability; and move operational performance for better financials, market share, and growth.

At the core of the journey, he says, is a sense of purpose, worthwhile work and making a difference. When organizations learn how to harness this passion in their employees, they create a success spiral with ever increasing momentum.

In fact, Richard L. Clarke, FHFMA, President and CEO of Healthcare Financial Management Association says, "Quint Studer?s Nine Principles of service and operational excellence provide the missing link between people power and strong financials. It?s about courageous leadership."

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How to make a difference!!

If you are looking for a way to make a difference in your organization from a leadership perspective,(or even on a personal level) you must read this book. Rather than focusing on the negatives, it focuses on the positives of creating excellence-for the patient, the staff, the physicians and all who come in contact with the organization. It is well worth the read!!


Practical and Cross Industry Application

Whether one is in healthcare or a non related industry, this book provides superb solutions to providing excellent customer care. As a certified brand strategist, I greatly appreciate Mr. Studer's articulation that one must, and can, hardwire the processes in order to achieve true and perpetual customer service. And he points it out so very well - if one first focuses on superb employee relations, then one will achieve a high level of customer relations.


It is my observation that too many consultants go into companies, identify the customer service issues, hold one or more rah rah events, and then move on to their next project. More correctly, I believe a consultant's responsibility is to work with organization clients to, as Mr. Studer so clearly addresses, hardwire the processes which then will indeed achieve the relationship with employees, channel partners and customers that will so clearly set them apart from their competitors, thereby creating customers who become advocates.

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Let Your Flame Burn Bright

"For many who work in health care today, overwhelming business pressures and perceived barriers to change have nearly extinguished their flame of passion to help others.

Join Quint Studer and thousands of Fire Starters nationwide on an awe-inspiring journey of purpose, worthwhile work, and making a difference.

Hear Quint's personal story and learn how you can apply specific prescriptive tools and practices to create and sustain a worldclass organization... a great place for employees to work, physicians to practice and patients to receive care.

LET YOUR FLAME BURN BRIGHT."

[from the book of the back cover]

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Hardwiring Excellence

I highly recommend this book to any organization who is trying to create a positive service excellence experience for people and patients in the hospital. Service excellence programs come and go but hard wiring excellence is here to stay. This book provides practical advice and examples of how to change behaviors in an organization which impacts service excellence.


Hardwiring Excellence

The book provides a common sense approach to instilling behaviors which promote positive outcomes in healthcare. As you read through each chapter the author builds the on the content provided from the previous chapter. It certainly demonstrates how you can be instrumental in having a "domino effect" just by being consistent and positive in relationships.

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reviews: page 1, 2, 3, 4, 5, 6

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