Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System
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The Secrets to Long-Term Business Health Like any business, a hospital must be true to its core values in order to succeed. Trickle-down values start at the top with the best leadership, so that all the stakeholders understand and carry out the institution s mission. That is the gift that David F einberg has brought to U CLA. I am in awe of hismanagement skills. Lynda Resnick, owner of Pom Wonderful, Fiji Water,Teleflora, and Wonderful Pistachios With clear purpose, unwavering principles, and steadfast leadership, thepeople at UCLA have established a new bar, a compelling promise, for whathea...
The Secrets to Long-Term Business Health
Like any business, a hospital must be true to its core values in order to succeed. Trickle-down values start at the top with the best leadership, so that all the stakeholders understand and carry out the institution s mission. That is the gift that David F einberg has brought to U CLA. I am in awe of his
management skills.
Lynda Resnick, owner of Pom Wonderful, Fiji Water,
Teleflora, and Wonderful Pistachios
With clear purpose, unwavering principles, and steadfast leadership, the
people at UCLA have established a new bar, a compelling promise, for what
healthcare can and should be.
David M. Lawrence, M.D., former CEO, Kaiser Permanente
An absorbing and educational account of a large institution s astonishing
transformation. The strong, courageous, and focused leadership of David
Feinberg and his outstanding team is evident on every page. A tremendous
lesson for all large enterprises.
William E. Simon, Jr., cochairman, William E. Simon & Sons
Most leadership authors describe how to apply common-sense principles.
Michelli is a notable exception. He artfully describes the compelling, uncommon
leadership practices that transformed UCLA Health System. The
resulting lessons are plentiful and powerful for today s business leader.
Lee J. Colan, Ph.D., author of Sticking to It: The Art of Adherence
About the Book:
Joseph Michelli, author of The Starbucks
Experience and The New Gold Standard ,
is among the world s top authorities on the
principles of creating an organizational culturededicated to service excellence. In these
bestselling books, he examines how leading
service companies dominate their respective
industries with innovative customerexperience
strategies.
Now, Michelli turns his attention to one
of the most complex, controversial, and critical
industries healthcare.
In Prescription for Excellence , Michelli
provides an inside look at an organization
that has become the envy of its industry and
explains how you can dominate your own industry
by using the same approach.
UCLA Health System is revered worldwide
for its top-tier patient/customer care. Great
physicians, nurses, researchers, and staff are
only part of the equation; UCLA s overall
success is a result of organization-wide
collaboration that is driven by leaders with
a shared vision of unyielding excellence.
Michelli breaks down UCLA s approach into
five simple principles:
Commit to Care
Leave No Room for Error
Make the Best Better
Create the Future
Service Serves Us
From administrative offices to operating
rooms to research centers, continued adherence
to these five principles has guided UCLA
to financial strength, social significance, and
sustainability.
The best part is that these principles translate
to any industry, so you, too, can achieve
similar goals. Michelli gives you the tools to
adapt UCLA s ideas, systems, and leadership
principles into your own best practices.
Whether it is a healthcare organization, a
financial institution, or a neighborhood hair
salon, good business begins and ends with
customer connection. When all workers in
an organization focus on providing quality
care for those they serve, success inevitably
follows.
Business is always personal; UCLA s leadership
ensures that this simple truth drives
every UCLA employee, every day. Apply the
lessons Michelli spells out in Prescription for
Excellence to create a system that ensures that
your people take business personally, day in
and day out.
Like any business, a hospital must be true to its core values in order to succeed. Trickle-down values start at the top with the best leadership, so that all the stakeholders understand and carry out the institution s mission. That is the gift that David F einberg has brought to U CLA. I am in awe of his
management skills.
Lynda Resnick, owner of Pom Wonderful, Fiji Water,
Teleflora, and Wonderful Pistachios
With clear purpose, unwavering principles, and steadfast leadership, the
people at UCLA have established a new bar, a compelling promise, for what
healthcare can and should be.
David M. Lawrence, M.D., former CEO, Kaiser Permanente
An absorbing and educational account of a large institution s astonishing
transformation. The strong, courageous, and focused leadership of David
Feinberg and his outstanding team is evident on every page. A tremendous
lesson for all large enterprises.
William E. Simon, Jr., cochairman, William E. Simon & Sons
Most leadership authors describe how to apply common-sense principles.
Michelli is a notable exception. He artfully describes the compelling, uncommon
leadership practices that transformed UCLA Health System. The
resulting lessons are plentiful and powerful for today s business leader.
Lee J. Colan, Ph.D., author of Sticking to It: The Art of Adherence
About the Book:
Joseph Michelli, author of The Starbucks
Experience and The New Gold Standard ,
is among the world s top authorities on the
principles of creating an organizational culturededicated to service excellence. In these
bestselling books, he examines how leading
service companies dominate their respective
industries with innovative customerexperience
strategies.
Now, Michelli turns his attention to one
of the most complex, controversial, and critical
industries healthcare.
In Prescription for Excellence , Michelli
provides an inside look at an organization
that has become the envy of its industry and
explains how you can dominate your own industry
by using the same approach.
UCLA Health System is revered worldwide
for its top-tier patient/customer care. Great
physicians, nurses, researchers, and staff are
only part of the equation; UCLA s overall
success is a result of organization-wide
collaboration that is driven by leaders with
a shared vision of unyielding excellence.
Michelli breaks down UCLA s approach into
five simple principles:
Commit to Care
Leave No Room for Error
Make the Best Better
Create the Future
Service Serves Us
From administrative offices to operating
rooms to research centers, continued adherence
to these five principles has guided UCLA
to financial strength, social significance, and
sustainability.
The best part is that these principles translate
to any industry, so you, too, can achieve
similar goals. Michelli gives you the tools to
adapt UCLA s ideas, systems, and leadership
principles into your own best practices.
Whether it is a healthcare organization, a
financial institution, or a neighborhood hair
salon, good business begins and ends with
customer connection. When all workers in
an organization focus on providing quality
care for those they serve, success inevitably
follows.
Business is always personal; UCLA s leadership
ensures that this simple truth drives
every UCLA employee, every day. Apply the
lessons Michelli spells out in Prescription for
Excellence to create a system that ensures that
your people take business personally, day in
and day out.
