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Service Fanatics: How to Build Superior Patient Ex
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.
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Goals!
New edition, revised and updated. Based on more than 20 years of experience and 40 years of research, this book presents a completely updated and practical, proven strategy for creating and meeting goals that has been used by more than 1 million people already in its first edition. Author Brian Tracy again explores the seven key elements of goal setting and the 12 steps necessary to set and accomplish goals of any size. Using his trademark simple language and real-life examples, Tracy shows how to do the crucial work of determining one's strengths, values, and true goals. He explains further how to build the self-esteem and confidence necessary for achievement; how to overpower every problem or obstacle; how to overcome difficulties; how to respond to challenges; and how to continue moving forward no matter what happens. The book's revised and updated "mental fitness" Program of character development shows readers how to become the kind of person on the inside who can achieve any goal on the outside. Why do some people achieve all their goals while others simply dream of having a better life? With over 640, 000 copies sold of this classic book on How to set and achieve goals comes the newest edition by author and motivational speaker Brian Tracy. The path from frustration to fulfilment has already been discovered. Hundreds of thousands?even millions?of people started with nothing and achieved great success. In this book, Tracy presents a simple, powerful, and effective system for setting and achieving goals?a method that has been used by more than one million people to achieve extraordinary things. Using the twenty-one strategies Tracy outlines, you?ll be able to accomplish any goal you set for yourself matter how big. You?ll discover how to determine your own strengths, what you truly value in life, and what you really want to accomplish in the years ahead. Tracy shows how to build your self-esteem and self-confidence, approach every problem or obstacle effectively, overcome difficulties, respond to challenges, and continue forward toward your goals, no matter what happens. Most importantly, you?ll learn a system for achievement that you will use for the rest of your life.
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Security Analysis:Sixth Edition
Security Analysis: Sixth Edition, Foreword by Warren Buffett is one of the most significant books in the history of financial analysis. The theory on which this book is based, was subsequently called Value Investing. The book attempts to teach the investors a new approach to assess the business that lay behind security. This book contains many examples based on actual events to show the tendency of markets to undervalue some securities that don't seem to be favorable. It explains how this could help the savvy opportunists, if assessed rightly. It basically shows how an investor who is professionally trained can utilize the financial analysis of the corporation to determine the intrinsic value of a company. Security Analysis further explains how Graham's margin-of-safety principle can be used to make profit. It shows the investors how stocks can be bought when the market price is way below its original value and then earn good returns. The book also discusses the genesis of corporate finance and financial analysis. Security Analysis: Sixth Edition, Foreword by Warren Buffett was published on 25th November, 2008 and is available in hardcover. It includes a short introduction to the book by Warren Buffet who benefited immensely from this book.
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The New Age Of Innovation Driving Cocreated Value
From the greatest minds in business today comes a groundbreaking new blueprint for executing the next stage of customer-created value. C.K. Prahalad, the world's premier business thinker, and IT scholar M.S. Krishnan unveil the critical missing link in connecting strategy to execution--building organizational capabilities that allow companies to achieve and sustain continuous change and innovation. The New Age of Innovation reveals that the key to creating value and the future growth of every business depends on accessing a global network of resources to co-create unique experiences with customers, one at a time. To achieve this, CEOs, executives, and managers at every level must transform their business processes, technical systems, and supply chain management, implementing key social and technological infrastructure requirements to create an ongoing innovation advantage. In this landmark work, Prahalad and Krishnan explain how to accomplish this shift--one where IT and the management architecture form the corporation's fundamental foundation. This book provides strategies for Redesigning systems to co-create value with customers and connect all parts of a firm to this process Measuring individual behavior through smart analytics Ceaselessly improving the flexibility and efficiency in all customer-facing and back-end processes Treating all involved individuals--customers, employees, investors, suppliers--as unique Working across cultures and time-zones in a seamless global network Building teams that are capable of providing high-quality, low-cost solutions rapidly To successfully compete on the battlefields of 21st-century business, companies must reinvent their processes and culture in order to sustain innovative solutions. The New Age of Innovation is a complete program for achieving this transformation to meet the needs of the end consumer of the future.
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Happiness At Work
“The author claims that we’ve started to believe if everything doesn’t pan out exactly as planned, we’ve failed- particularly in the workplace. This book has helped me cope and given me practical advice I can pass on to others” Zest, July 2012
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Budgeting for Managers
Everything You Need to Prepare--and Work With--a Budget for Your Department or for Your Own Small Business. . While managers may have vast experience dealing with people and experts in their field, they are often novices when it comes to managing money. "Budgeting for Managers" starts with the basics of a simple expense budget and gives you everything you need to know to create, present, and track a budget with a spreadsheet or accounting package. From definitions of fundamental accounting terms to techniques for working within your budget and managing money with your team, it will take you through the basics and beyond so that you can: . . Negotiate for the money you need . Create budgets for growth or downsizing . Track your budget and measure work results throughout the year . . . Whether you work for a small business or a large company, "Budgeting for Managers" will help you succeed. Detailing the standard practices of finance and accounting as well as the best practices of today's successful entrepreneurs, this value-packed Briefcase Book will give you the knowledge and confidence you need to take charge of money, and work alone or with a team to bring success to both your company and your career.. . Briefcase Books, written "specifically "for today's busy manager, feature eye-catching icons, checklists, and sidebars to guide managers step-by-step through everyday workplace situations. Look for these innovative design features to help you navigate through each page: . [Key Terms icon] Clear definitions of key terms, concepts, and jargon. [Smart Managing icon] Sensible strategies for producing an accurate and useful budget. [Tricks of the Trade icon] Hints forsuccessfully executing your budget. [Mistake Proofing icon] Common budgeting mistakes and how to avoid them. [Caution icon] Warning signs of things going wrong during the budget process. [For Example icon] Stories and insights that show how the budgeting process works in real-world situations and companies. [Tools icon] Specific steps for implementing budgeting tools and procedures. . . Now translated into 11 languages This reader-friendly, icon-rich series is must reading for all managers at every level All managers, whether brand new to their positions or well established in the corporate heirarchy, can use a little "brushing up" now and then. The skills-based Briefcase Books series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations. Managers in all types of organizations and environments must be able to prepare, or at least understand, a realistic and results-oriented budget. "Budgeting for Managers"--rich in practical techniques and examples--walks the reader through the entire budgeting process, from basic financial concepts and their use in creating a budget to methods for tracking actual spending.
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Crucial Conversations
"Most books make promises. This one delivers. These skills have not only helped us to change the culture of our company, but have also generated new techniques for working together in ways that enabled us to win the largest contract in our industry's history."--Dain M. Hancock, President, Lockheed Martin Aeronautics
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Dealing With People You Can't Stand
At best, such people can make life stressful and unpleasant. At worst, they can keep you from achieving important goals. The good news is that you don't have to let them do either! It's fully within your power to bring out the best behavior in people who are at their worst.Sound impossible? It's not. Just ask the millions who have benefited from Brinkman and Kirschner's proven, innovative approach to dealing with difficult people. From this one-of-a-kind guide, you'll learn:* How to identify 10 bothersome behaviors, and deal successfully with each of them!* How difficult people think, what they fear, and why they act the way they do.* How to use advanced, sophisticated "listening techniques" to unlock the doors to people's minds, hearts, and deepest needs.* How to cultivate nine "take-charge" skills that turn conflict intocooperation by reducing the differences between people.* How to change the destructive behavior of the tank...the know-it-all...the grenade...the whiner...and many more!Dr. Rick Brinkman and Dr. Rick Kirschner are naturopathic physicians, professional speakers, and trainers, and the coauthors of the bestselling audio and video tapes How to Deal with Difficult People, which have sold more than 300,000 copies. Since 1980, they have shared their insights with audiences across the nation and around the world through their company, R&R Productions.
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Kahi Khar kahi Khota
"कथा वपुंची-तुमची आमची सगळ्यांची- जीवनाचे पुस्तक उघडल्याची" असे ह्या कथासंग्रहाबद्दल म्हटले गेले आहे ते खरे आहे- ह्या संग्रहातील 'जे.के.’, 'भदे’, यासारख्या वपुंच्या गाजलेल्या कथा ह्याची साक्ष आहे. ही व्यक्तिमत्त्वे आपल्यासारखेच दैनंदिन जीवन जगत असतात तरीही त्यांच्या वागण्या-बोलण्यात, जीवनाकडे बघण्याच्या दृष्टीकोनात फरक असतो. या फरकामुळे हे जीवन अधिकच 'जिवंत’ झालेले असते. वपु नेमके तेच हेरतात आणि ते इतक्या सहज शैलीत वाचकांना विश्वासात घेत वाचकांपुढे ठेवतात की त्यांनाही वाटते, जगावे तर हे असे. वपुंच्या सर्व ज्ञात वैशिष्ट्यांबरोबरच जीवन चेतना देणे हेही त्यांचे एक वैशिष्ट्य !
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Cheers
वपु म्हणजे एका वेगळ्याच संवेदनशील नजरेनं जग पाहणारा मनस्वी माणूस. भेटलेल्या प्रत्येक माणसातला खास वेगळेपण वपु एक वपुंनी लिहिलेली व्यक्तिचित्रं सामान्य माणसाचीच पण तरीही स्वप्नील दुनीयेतील वाटतात. कारण त्याकडे पाहण्याची वपुंची दृष्टीच मुळी विशाल आणि फक्त सुंदर ते टिपणारी असते. नाना नेरुरकर हे आज आख्ख्या मुंबईतच काय महाराष्ट्रालाही माहीत असलेले व्यक्तिमत्त्व पण वपुंच्या नजरेतून घडलेलं नेरूरकरांचं दर्शन लाजजवाब ! सुधीर मोघ्यांच्या कवितांनी, गाण्यांनी भारून जाणारे अनेक रसिक असतील पण कवितेतून त्याच्यातला 'माणसाचा’ शोध घेणारे व त्यांच्या भेटीसाठी तळमळणारे फक्त वपुच ! 'चिअर्स’ मधून आपल्याला अशीच माणसं भेटतात वपुंशी त्यांचं असलेलं सुंदर, निर्मळ नातं आपल्याला सुखवून जातं. असं नातं, अशी माणसं आपल्यालाही भेटावी अशी इच्छा वाचताना निर्माण होते. माणसाचे विविध रंग, छटा, यांचं इंद्रधनुष्यी दर्शन घडणारे पुस्तक.