Service Fanatics

THE PROVEN MODEL FOR DRIVING POSITIVE ORGANIZATIONAL CHANGE Cleveland Clinic has long been recognized for driving some of the best clinical outcomes in the nation, but it was not always a leader in patient experience. There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space. How did Cleveland Clinic turn itself around so effectively and so quickly? More important, how can you do the same with your organization? In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience. This strategic guide covers: How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve it Critical lessons learned regarding organization, recruitment, training, and measuring service excellence Ways in which the Clinic aligned its entire workforce around its Patients First strategy How leaders improved the critical element of physician communication Rather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives. Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare. Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.

Set against a socio-economic landscape on the verge of collapse across the Eurozone, neo-Nationalism is on the rise again. Simon Tomlin charts the rise of European neo-nationalism from its violent reawakening in England in the 1970s in a nation struggling to find its identity after the loss of Empire to the modern imitations across the European Union and explains their success. This is a gripping account of the mechanics of modern political power and the forces of the Old Order that are being confronted and defeated by nationalists. From the back-streets of Derbyshire with murdered neo-Nazi leader Ian Stuart to the collapse of the British National Party and the rise of Marine Le Pen in France; The Fanatics will leave you spellbound and shocked. Are the 1930s coming round again in Europe? The civil war in Ukraine and the involvement of thousands of neo-Nazi volunteers should be the only warning people need of what is coming in Europe...

This Short Introduction to Strategic Human Resource Management provides a concise treatment of the key elements of strategic HRM using an innovative risk-management approach. It emphasizes the importance of the decisions, processes and choices organizations make about managing people and shows how workforce management directly affects strategic organizational outcomes. It provides guidance for managers on how to make better human capital decisions in order to achieve strategic success more effectively. Reflecting an increasing uncertainty in global business, Cascio and Boudreau consider ways of dealing with risk in managing human capital. Numerous examples in every chapter illustrate key points with real business cases from around the world.

"The selection of essays here is outstanding. The Reader is particularly strong in bridging between founding figures and cutting edge work by newer writers."- Henry Jenkins, MIT "An extraordinarily well considered selection of articles and essays, arranged with skill and style." - Charlie Blake, University College NorthamptonPopular Culture: A Reader helps students understand the pervasive role of popular culture and the processes that constitute it as a product of industry, an intellectual object of inquiry and an integral component of all our lives.The volume is divided into 7 thematic sections, and each section is preceded by an introduction which engages with, and critiques, the chapters that follow. The book contains: Classic writings from all the ′big names′ including Raymond Williams, Stuart Hall, Walter Benjamin, Theodor Adorno, Frederic Jameson, Dick Hebdige, Angela McRobbie, Paul Gilroy and many more. Contemporary cultural references throughout - this is not simply an historical account. Pieces drawing on diverse national, disciplinary and subdisciplinary contexts. Sensitivity to issues of gender, race and sexuality. This reader is a key resource for students of media and communication studies, cultural studies, and the sociology of the media.

Since the 1930s, the Walt Disney Company has produced characters, images, and stories that have captivated audiences around the world. How can we understand the appeal of Disney products? What is it about the Disney phenomenon that attracts so many children, as well as adults? In this updated second edition, with new examples provided throughout, Janet Wasko examines the processes by which the Disney company – one of the largest media and entertainment corporations in the world – continues to manufacture the fantasies that enthrall millions. She analyses the historical expansion of the Disney empire into the twenty-first century, examines the content of Disney’s classic and more recent films, cartoons and TV programs and discusses how they are produced, considering how some of the same techniques have been applied to the Disney theme parks. She also discusses the reception (and sometimes, reinterpretation) of Disney products by different kinds of audiences. By looking at the Disney phenomenon from a variety of perspectives, she provides an updated and comprehensive overview of one of the most significant media and cultural institutions of our time. This important book by a leading scholar of the entertainment industries will be of great interest to students in media and cultural studies, as well as a broader readership of Disney fans.

The landscape of today's healthcare industry is constantly changing, and it's your job to lead your team to success. This collection from Harvard Business Review offers the ideas and strategies to help get you there. HBR's 10 Must Reads for Healthcare Leaders Collection includes the popular books HBR's 10 Must Reads on Leadership for Healthcare, HBR's 10 Must Reads on Strategy for Healthcare, HBR's 10 Must Reads on Innovation, and HBR's 10 Must Reads on Change Management. This unique compilation offers insights from world-class experts on making the leap from being a good practitioner to being a great leader, leading effectively through times of rapid change, and achieving the best healthcare outcomes at the lowest cost. The collection includes forty articles selected by HBR's editors from renowned thought leaders including Michael Porter, Peter Drucker, John Kotter, Rosabeth Moss Kanter, Jim Collins, W. Chan Kim, and Renee Mauborgne, plus the bonus article "Engaging Doctors in the Health Care Revolution," by Thomas H. Lee, MD, and Toby Cosgrove, MD. HBR's 10 Must Reads for Healthcare Leaders Collection is an invaluable resource for any doctor or hospital administrator looking to grow as a leader and to having a positive impact on colleagues and patients alike. HBR's 10 Must Reads series is the definitive collection of ideas and best practices for leaders at every level. These books offer essential reading selected from the pages of Harvard Business Review on topics critical to the success of every manager. Each book is packed with advice and inspiration from leading experts such as Clayton Christensen, Peter Drucker, Rosabeth Moss Kanter, John Kotter, Michael Porter, Daniel Goleman, Theodore Levitt, and Rita Gunther McGrath.

Help your team excel. Go from being a good practitioner to being an extraordinary leader of healthcare professionals. If you read nothing else on leadership, read these articles. We've combed through hundreds of Harvard Business Review articles and selected the most important ones for healthcare leaders to help you and your team excel, maximize performance, and live into your mission. Leading experts, such as Thomas H. Lee, Daniel Goleman, Peter F. Drucker, John P. Kotter, and Amy C. Edmondson, provide the insights and advice you need to: Understand the difference between managers and leaders Motivate others to excel Create successful cross-functional teams on the fly Maintain your identity and values as a clinician as you move into an organizational leadership role Have an impact not only on your organization but on the surrounding system Work in complex environments where authority is diffuse Lead effectively in times of rapid change This collection of articles includes "What Makes a Leader?," by Daniel Goleman; "What Makes an Effective Executive," by Peter F. Drucker; "What Leaders Really Do," by John P. Kotter; "Level 5 Leadership: The Triumph of Humility and Fierce Resolve," by Jim Collins; "The Work of Leadership," by Ronald A. Heifetz and Donald L. Laurie; "Teamwork on the Fly," by Amy C. Edmondson; "Who Has the D? How Clear Decision Roles Enhance Organizational Performance," by Paul Rogers and Marcia Blenko; "In Praise of the Incomplete Leader," by Deborah Ancona, Thomas W. Malone, Wanda J. Orlikowski, and Peter M. Senge; "Using the Balanced Scorecard as a Strategic Management System," by Robert S. Kaplan and David P. Norton; "Health Care's Service Fanatics," by James I. Merlino and Ananth Raman; and "Engaging Doctors in the Health Care Revolution," by Thomas H. Lee and Toby Cosgrove.

This text discusses how companies create competitive advantage through strategic marketing. Using established frameworks and concepts, it examines aspects of marketing strategy and thinking. It provides examples to facilitate the understanding of theoretical concepts.

What exactly is it that good leaders do to enable their teams to succeed? How do they think? What do findings from neuroscience teach us about effective leadership? Leader explores and answers these crucial questions. In this wide-ranging book, Katy and Emmie eloquently combine up-to-date research in psychology and neuroscience with inspiring examples of success to show that leadership can be learned and that it is all about looking after your people. They take you on a journey to meet a diverse selection of great leaders from multiple spheres - from the sports field to the corporate world - and talk you through the process by which effective leaders have become great leaders. The secret lies in mastering three key principles: know your people, love your people, inspire your people. These three principles form the core of the book, which also provides a range of practical activities designed to help you reflect on your own and your team's progress and performance. The authors contend that leadership which focuses on the flourishing of people is not only intrinsically valuable, but is also the most important factor in achieving success in any domain. To provide proof, the book features inspiring examples of leaders who have made a significant impact in their organisation, alongside insightful analysis of how and why effective leaders outperform others not just in terms of results, but, even more importantly, through the contributions they make to people's lives. Practical, evidence-based and optimistic, this book is suitable for both aspiring and established leaders. All royalties from sales of this book will be donated to The Prince's Trust. Find more helpful information at www.leaderknowloveinspire.com Leader was highly commended in the leadership for the future category of the Business Book Awards 2021. Leader was longlisted in the CMI Managers Management Book of the Year Award 2021.

Dangerous madmen or divinely inspired prophets? From murdering religious sects like the Assassins and the Thugs, to the orgies of the little known Khlysty and the self-mutilations of the Skloptzi; including modern day killers like the vicious Manson Family and the violent racism of the Ku Klux Klan - this book shows how cults and fanatics had such a powerful effect on the world.

Is your talent strategy a unique competitive advantage? As competition for top talent increases, companies must recognize that decisions about talent and its organization can have a significant strategic impact. Beyond HR shows how organizations can uncover distinctive talent contributions, strategically differentiate their HR practices and metrics, and more optimally allocate talent to create value. Illustrations from companies such as Disney, Boeing, and Corning describe a new decision science called Talentship, that reveals opportunities by identifying strategy pivot points and the optimal talent and organization decisions that address them. A unique framework helps readers identify their own distinctive strategic pivot points and connect them to talent decisions, showing how today’s “HR” can evolve to fulfill its potential as a source of strategic advantage.

Attorney Bill Montfort wins a lottery and decides to run for political office as a sacrificial lamb candidate. He rises rapidly in politics, and figures out that there is a conspiracy behind his rise.

A wide-ranging, controversial collection of critical essays on the political mania plaguing the West by one of the most important public intellectuals of our time. In America and in England, faltering economies at home and failed wars abroad have generated a political and intellectual hysteria. It is a derangement manifested in a number of ways: nostalgia for imperialism, xenophobic paranoia, and denunciations of an allegedly intolerant left. These symptoms can be found even among the most informed of Anglo-America. In Bland Fanatics, Pankaj Mishra examines the politics and culture of this hysteria, challenging the dominant establishment discourses of our times. In essays that grapple with the meaning and content of Anglo-American liberalism and its relations with colonialism, the global South, Islam, and “humanitarian” war, Mishra confronts writers such as Jordan Peterson, Niall Ferguson, and Salman Rushdie. He describes the doubling down of an intelligentsia against a background of weakening Anglo-American hegemony, and he explores the commitments of Ta-Nehisi Coates and the ideological determinations of The Economist. These essays provide a vantage point from which to understand the current crisis and its deep origins.

All health care students must be familiar with the basic concepts of health care in the United States. This introductory textbook presents vital information on health care careers and legal, ethical, financial, and policy issues that will help their future practice. It includes chapters on: careers in the health care profession; the complexity of health care; the Patient Protection and Affordable Care Act; professionalism in health; health care for special populations; the Occupational Safety and Health Administration (OSHA) standards; research and advancements in health care; the future of health care. Fundamentals of U.S. Health Care is unique in the way it highlights the important elements of each health career, including job requirements, length of study, and salaries. With the student in mind, this book is accompanied by a website that features detailed PowerPoints and test banks with more than 1,000 review questions. Well-organized and easily understood, this overview provides a reliable, relevant resource and up-to-date reference. It is essential reading for all allied health students, including nurses, surgical technicians, dental hygienists, radiology technicians, medical assistants, pharmacy technicians, physician assistants, and more.

Is justice only achievable by means of bureaucratization or might it first arrive with the end of bureaucracy? Bureaucratic Fanatics shows how this ever more contentious question in contemporary politics belongs to the political-theological underpinnings of bureaucratization itself. At the end of the 18th century, a new and paradoxical kind of fanaticism emerged - rational fanaticism - that propelled the intensive biopolitical management of everyday life in Europe and North America as well as the extensive colonial exploitation of the earth and its peoples. These excesses of bureaucratization incited in turn increasingly fanatical forms of resistance. And they inspired literary production that provocatively presented the outrageous contours of rationalization. Combining political theory with readings of Kleist, Melville, Conrad, and Kafka, this genealogy of bureaucratic fanaticism relates two extreme figures: fanatical bureaucrats driven to the ends of the earth and to the limits of humanity by the rationality of the apparatuses they serve; and peculiar fanatics who passionately, albeit seemingly passively, resist the encroachments of bureaucratization.

The development of information technology in supply chains has shown that this digital revolution can be a source of performance for enterprises and governments. Among these technologies is blockchain. The application of blockchains in cryptocurrency reduces information security risks and eliminates several processing and transaction fees and allows countries with volatile currencies to have a more stable currency. Blockchain Applications in Cryptocurrency for Technological Evolution features a collection of contributions related to the application of blockchain technology in cryptocurrency. It further explains the ways in which these applications have affected the industry. Covering topics such as crypto mining attacks, data processing architecture, and purchase power, this premier reference source is an excellent resource for business leaders and executives, IT managers, logistics specialists, students and faculty of higher education, librarians, researchers, and academicians.

The challenges facing the healthcare industry are unparalleled in scope, number, and magnitude. Organizational realignments of health care systems, uncertainty about the course and impact of legislation, an aging population with evolving clinical needs, the rapid evolution of information management technologies--all combined with pressure to establish reliable systems of quality management have created an unprecedented environment for health care leaders at every level of the system. Mastering Leadership: A Vital Resource for Health Care Organizations defines and clarifies the extraordinary challenges leaders in the health care industry are facing and will continue to confront in the coming years. This text advances a model of leadership that enables executives to steer their organizations through the maze of uncertainty created by legislative, economic, demographic, clinical, information management, and political change. With contributions from leading scholars and experts in the field, the authors skillfully demonstrate how the transformational demands of leadership can be effectively integrated with the transactional and operational necessities of managing. Key Features: - Uses the Competing Values Framework to guide leaders toward an aptitude for assimilating vision development, strategic planning, and operational management. - Lead authors highly experienced in a professional and academic capacity, having served as both health care executives and leaders of growing graduate programs in business, management, and leadership. - Organized into four distinct sections: competition and commitment; communication and collaboration; community and credibility; as well as coordination and compliance.

Clinical Anthropology 2.0 presents a new approach to applied medical anthropology that highlights how medical anthropologists can help to improve patient experience and medical education as members of interdisciplinary care teams in clinical settings.