A goldmine of approaches to help you build a service-oriented culture and focus all employees on service excellence and continuous service improvement. Described as “the bible of service improvement strategy”. Tailored to the needs of administrators, strategy coaches, middle managers, consultants, teams and task force members, this book presents the nuts and bolts of a systems approach to service improvement. The best-practice tools and processes described help you align your organization’s cultural practices and every program, department and individual’s behavior with your service mission.

Leebov, Wendy, EdD (Albert Einstein Healthcare Network, Philadelphia); Scott, Gail, MA (Albert Einstein Healthcare Foundation, Philadelphia)

Tags: service quality improvement