For anyone who desires an internal culture capable of transforming an organization and resulting in long-term business success, I’d like to recommend Joseph Michelli’s book, Prescription for Excellence. Joseph worked with the visionary leadership team in charge of UCLA’s Health System to create an organizational culture dedicated to a new level of service excellence. The UCLA Health System was already revered worldwide for its top-tier physicians, nurses, researchers, staff and facilities –- but that was only part of the equation. The result of an organization-wide collaborative approach created a world-class patient/customer care experience that is second to none.
In Prescription for Excellence, Michelli breaks down UCLA’s approach in to 5 simple prinicples:
- Commit to care
- Leave no room for error
- Make the best better
- Create the future
- Service serves us
RiechesBaird had the opportunity of collaborating with Joseph shortly after his work at UCLA on another prominent health care provider. I invite you to listen to a recent radio show where Joseph goes into detail on how aligning a corporate brand strategy, internal brand adoption and a commitment to a new level of customer experience can transform an organization.
Share what brands/organizations you think really create that total customer experience to be entered to win a copy of Prescription for Excellence. Winner will be selected at random and contacted by email. Good luck.
Learn more about the author of this post, Ryan Rieches.