A 'textbook with passion', Hardwiring Excellence offers a road map and practical how-to guide for creating and sustaining a culture of service and operational excellence. In this book, author Quint Studer, founder of Studer Group, draws on his personal experience as a former hospital executive who led two organizations to the top 1% in patient satisfaction and his experience coaching hundreds of healthcare organizations since.
Studer, a nationally acclaimed educator, coach, and thought leader in healthcare today, is a master storyteller, mixing 'chicken soup style' stories with personal insight, simple tools, and in-depth recommendations on how good organizations can become great ones.
Based on Studer Group's Nine Principles SM, Quint Studer shows how to retain more employees; ensure better customer service; build strong leadership, align organizational values, goals, and results; increase communication; reward and recognize individual success while also requiring accountability; and move operational performance for better financials, market share, and growth.
At the core of the journey, he says, is a sense of purpose, worthwhile work and making a difference. When organizations learn how to harness this passion in their employees, they create a success spiral with ever increasing momentum.
In fact, Richard L. Clarke, FHFMA, President and CEO of Healthcare Financial Management Association says, "Quint Studer's Nine Principles of service and operational excellence provide the missing link between people power and strong financials. It's about courageous leadership."
©2004 Studer Group (P)2012 Studer Group
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I learned a lot on this book and started applying them in my practice. I'm excited to see the results as we hardwired excellence in our organization.
"Heart, theory, and practice!"
I've ready many "complete theory" business books, from The Great Game to EMyth to Rockefeller Habits, etc. This one has tactics very focused on healthcare, but the principles are broadly applicable. None other I've ready seems to get people and the power of intrinsic motivation like this one. So many good points: excellent stories, clear tactics, a unified and simple system, and a true focus on balanced outcomes for all stakeholders. This is not pie in the sky. It is clearly born of very deep practical experience with hundreds of organizations over decades.
Validated my time spent on relationship building is valuable and it's not just my perception...and what I do is "rounding"!
I found this book enjoyable and easy to listen to. Definitely a plus to implement this material in any organization.
"Mostly for health care management"
This book is definitely aimed at health care management, but was both interesting and understandable to us ordinary mortals too. The performance was excellent.
"If you buy the audiobook, buy the book too"
This audiobook falls into the same category as many business/skills books - it is audio-only. Therefore, it does not include the charts/graphs/illustrations which are key to absorb the teachings from the book. I enjoyed the performance, but without the visuals a lot was lost.
No, it is not a shining example of the issues of its genre. It is the problem which turns me off, it is not specific to this book..
"Seminal work on customer relations management"
I run a diverse holding company and at times perform healthcare consulting and have had the pleasure to see many healthcare systems from the inside out. This book laid bare many principles that I had seen but not understood on a conscious level as to what made one hospital a pleasant place to work and another dreadful with employees backbiting, gossiping, and undercutting each other. This truly should be read by every executive, in the healthcare industry or not, as it is the theoretical basis for Customer Relationship Management software, and provides a framework to structure how organizations meet customer's, and employee's needs. Wonderful book.
"IF you are a hospital administrator....."
This book is for you! I am to chapter 7 and it is still not applicable without much imagination to daily life, feel like the write up was a little deceptive.
make it general, and applicable to every day life, for anyone.
"Not just for healthcare"
I'm at a pivotal place in my career and listening to this book really helped my focus my understanding of the workplace and navigational heading. Because this book is healthcare it's easily relatable and easy to understand the material. It's practices transcends industry verticals.
Thoroughly enjoyed listening!!
Hardwiring Excellence contains some of the most prescriptive leadership material I've read in 20 years. I don't work healthcare. I'm a general contractor. However,.100% of the the principles apply all the same. Thank you for sharing your wisdom with the world.
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