Reference Library
Below is the list of references available from the Service Excellence department. To request these, please call (573) be 884-7618 or email serviceexcellence@health.missouri.edu with your name, department, and DC mailing address. References that are checked out must be returned to Service Excellence within 3 weeks of checkout. Return materials to Service Excellence, University Hospital, DC039.00.
Hardwiring Excellence
by Quint Studer
http://studergroup.com/
Copies available free to new managers or supervisors upon request.
Description: How do you take your organization to the next level? With passion, purpose, and worthwhile work.
In Hardwiring Excellence, Quint Studer helps health care professionals to rekindle the flame and offers a road map to creating and sustaining a Culture of Service and Operational Excellence that drives bottom-line results.
Learn tools, tips, and techniques to hardwire key behaviors as expressed by the Nine PrinciplesSM to:
* Increase employee, physician, and patient satisfaction;
* Lower employee turnover;
* Improve quality;
* Grow market share; and
* Increase revenue while reducing costs.
As the results occur, momentum builds, and the Healthcare FlywheelSM turns, making health care a better place for patients to receive care, employees to work and physicians to practice medicine.
101 Answers to Questions Leaders Ask
by Quint Studer
http://studergroup.com/
Copies available for 3-week checkout.
Description: In 101 Answers to Questions Leaders Ask, Quint Studer offers practical, prescriptive solutions to some of the many questions he's received from health care leaders around the country since the debut of ''Ask Quint'' on the Studer Group website more than four years ago.
Informed by best practices in a national learning lab of health care organizations, Quint shares his insights on how to deliver excellent patient care, engage employees, and improve physician relations for access, growth and strong financial performance. In short, Quint's answers accelerate the leadership learning curve.
Baptist Health Care Best Practices Series
by Baptist Health Care Leadership Institute
http://www.baptistleadershipinstitute.com/
Copies on each topic available for 3-week checkout. Please specify topic of booklet you are requesting (see list below).
Description: The Leadership Institute’s Best Practices Series articulates the very methodologies we have used to turn the Baptist Health Care culture around. Seven booklets in all, the series shows you how to begin building a culture based on open communication, empowerment, responsibility and trust. When combined, these practices engage employees throughout the organization by providing ownership in daily processes and helping create a passion for excellence.
The Best Practices Series includes these booklets: Scripting, Standards of Performance, Rounding, Reward and Recognition, Peer Interviewing, Bright Ideas (Staff Suggestion Program), and Service Recovery.
Fish! Catch the Energy. Release the Potential.
by Charthouse Learning
http://www.charthouse.com
Copies available for 3-week checkout. Each set includes Guide, VHS video, Facilitator's Guide, and Play Book.
Description: Seattle's world-famous Pike Place Fish Market is an otherwise ordinary fish market that's extraordinarily successful. The work is hard and the hours are long—yet these employees make a personal choice to bring amazing passion, playfulness, commitment and a positive attitude to work every day. This is the exciting—and extremely entertaining—basis of the FISH! movie. And now, like thousands of other organizations worldwide, including Saturn, Sprint and Southwest Airlines, you too can tap into the secrets of creating a super-satisfying work environment and even more delighted customers.
The bottom line? FISH! has created a new vocabulary that won't just change how you view work, it just may change your entire view on life.
Choosing Civility: The Twenty-Five Rules of Considerate Conduct
by P.M. Forni
http://web.jhu.edu/civility
Copies available for 3-week checkout.
Description: Most people would agree that thoughtful behavior and common decency are in short supply, or simply forgotten in hurried lives of emails, cellphones, and multi-tasking. In Choosing Civility, P. M. Forni identifies the twenty-five rules that are most essential in connecting effectively and happily with others. In clear, witty, and, well...civilized language, Forni covers topics that include:
* Think Twice Before Asking Favors
* Give Constructive Criticism
* Refrain from Idle Complaints
* Respect Others' Opinions
* Don't Shift Responsibility and Blame
* Care for Your Guests
* Accept and Give Praise
Finally, Forni provides examples of how to put each rule into practice and so make life-and the lives of others-more enjoyable, companionable, and rewarding.
