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 itCritical lessons learned regarding organization, recruitment, training, and measuring service excellenceWays in which the Clinic aligned its entire workforce around its Patients First strategyHow leaders improved the critical element of physician communicationRather 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.

    Sears distils over 20 years’ experience as a management consultant and coach into six simple conversational structures that cover every management situation. A natural storyteller with a great narrative gift, Sears delivers his message in an entirely unique manner – as a work of business fiction. In this compelling and highly instructive tale you can follow the journey of newly promoted Operations Manager Sam Mitchell as he faces the everyday pressures and challenges of managing a team, and then relate his experiences to real life scenarios in your workplace. Conversation #1 – What can you do about that? Conversation #2 – Who should really own this? Conversation #3 – How should we be behaving? Conversation #4 – Who’s really doing this? Conversation #5 – Where are we heading? Conversation #6 – How are we doing?   This highly practical guide concludes with a simple how-to chapter, explaining why and how each conversation works, and when to use them, as well as providing accompanying tips and techniques. The Six Conversations of a Brilliant Manager is an instantly-applicable and hugely powerful toolkit for every manager and HR department looking to get the very best out of their people.

    A potpourri of musings assembled with a hint of practical spirituality, to be savoured passably as an oracle of hearts to the many answers, whose questions our minds are yet to comprehend. Ivory Gleam is split into three chapters of learning, longing and loving. Each chapter is a journey traversing a different road to the ultimate destination of self-reflection.

    Daysearlier, while traversing the Straits of Sicily the crew had discovered a crack in one ofthe nuclear reactor pipes, requiring the immediate shutting down of the reactor toprevent a potential reactor accident, an operation never before conducted on a Britishsubmarine at sea.Th e previous six days had been a difficult time for the crew of the submarine. Initialindications of a nuclear reactor defect had quickly escalated into a full scale potential nuclearreactor accident at sea, requiring decisive action by the crew to make the reactor safe, toidentify the defect and attempt to repair the reactor, and then to surface the submarine andto sail her safely back to the nearest safe harbor using emergency propulsion machinerydesigned for very limited use. The resulting lack of electrical power resulted in the crewhaving to sacrifice lighting, air-conditioning, bathing facilities and even hot food until theirreturn to harbor, and to suffer in the excessively hot interior of the boat. Throughout,there remained the fear of exposure to deadly radiation and the uncertainty that the reactormight still be one step away from a major accident.For one man onboard, this episode formed the culmination of a 25 year navalengineering career almost fated for this moment. Charge Chief Stephen Bridgman,the senior nuclear propulsion technician, had needed all of his engineering knowledgeand experience in the identification and eventual repair of the submarine reactor,subsequently being awarded an MBE together with a colleague for his services to navalengineering for his actions.This book provides an insight into a remarkable naval career starting as a 16 year oldStoker on the final proper British aircraft carrier HMS Ark Royal in 1977, throughthe Falklands War, being selected for naval technician training and submarine service,submarine training, submarine patrols in the supposed post cold-war period, theKosovo conflict, progression through the ranks, submarine refi t and refueling throughto the nuclear reactor accident onboard HMS Tireless.While there are countless accounts of naval life during wartime, this book tells theunique story of life as a British naval rating in the modern era, starting from the lowestlevel at a time of decline for the Royal Navy in the late 1970s, and paralleling the majorpolitical and military events of the 1980s and 1990s.

    Life was a despairing time in the 1950s, as Veronica sought desperately to keep away from his cruelty. Astonishingly, to her and her mother, she won a scholarship to Ackworth Boarding School where she began to shine above her class-mates. A champion in all sports, Veronica at last found some happiness until her brother-in-law came into her life. It was as if she had stepped from the frying pan into the re: he took over control of her life removing her from the school she adored, two terms before she was due to take her GCEs, so he could put her to work as a cheap option on his market stall. Abused for many years by these two men, Veronica eventually ran away and applied to the Prison Service, knowing it was the only safe place she could trust. This is the astonishing, and true story of Veronica Bird who rose to become a Governor of Armley prison. Given a ‘basket case’ in another prison, contrary to all expectations, she turned it around within a year, to become an example for others to match. During her life inside, her ‘bird’, she met many Home Secretaries, was honoured by the Queen and was asked to help improve conditions in Russian Prisons. A deeply poignant story of eventual triumph against a staggeringly high series of setbacks, her story is filled with humour and compassion for those inside.

    Originally published in 1960, this compact book tells the true story of a German soldier: from his early childhood during the First World War, through to his harrowing experiences on the frontline during the Word War II, culminating in his capture by the Red Army on 20 December 1942…An astonishing first-hand account.

    We give you step-by-step instructions on how to do things that you won’t find anywhere else.In over 30 articles and over 18,000 words, this guidebook covers...Maximizing Battery LifeUsing the Camera for Taking Pictures and VideoReplacing the CarouselUsing Text-to-Speech for BooksParental Controls and Preventing Unintentional PurchasesSending free text messagesSetting up and using 4G LTE Wireless InternetSideloading apps and booksOrganizing your books into foldersSetting up EmailSending Documents to the Fire HDX...and much more! Don't miss out on your best chance to master your new Kindle Fire HDX!

    

    Following in the maverick mold of Quentin Tarentino, Spike Lee, and Richard Rodriguez, Joe Queenan becomes an auteur and, in the process, funnier than ever, as he tries to master the art of writing, directing, scoring, casting, and marketing a movie--all by himself.

    Lead attorney for Terri Schiavo, the author explains how Terri Schiavo's death changed his life, why it should never have happened, and why value of life issues are critical for Christians to understand.

    Discover the mindsets of the best, install the rituals of the icons, run the habits of the heroes and massive improvements will be yours for the taking. In The Little Black Book of stunning success, Robin Sharma - one of the true masters of leadership + elite performance on the planet - shares the potent insights that have helped so many people just like you do legendary work, live remarkable lives and lift everyone around them in the process. If you're truly ready to live your dreams, this book is your fuel. Dream. Dare. Lead. Learn. Craft. Create. Produce. Perfect. Iterate. Optimize. Inspire. Impact. Win. Repeat. Push. Rest. Love. Live.

    You know you should go to the gym, but you stay at home and watch TV. You know that it’s time to do the homework, but you went online and check Facebook. You know you should make a business plan today, but you decide to do it tomorrow. In this book, not only you will know why we always put things off, why you keep what you’ve been doing but also how to overcome procrastination. At the end of this book, you’ll be able to change your ways to get things done, be more productive and achieve more of your goals. It’s not that hard to stop procrastinating. The first step in overcoming any procrastination you face is to understand why you are procrastinating. Several reason why we procrastinate are listed below: #1 Unpleasant Task #2 Lack of Interest #3 Lack of Initiative #4 Task is Not Important #5 Don’t Have Time #6 Requires Major Effort #7 Fear of Failure #8 Fear of Success #9 Fear of Finishing Motivate Yourself: Getting Over Procrastination It is not about management only, you have to be motivated first to get started: After you get started, it does not end there. You have to motivate yourself to finish it and get things done. How to? Take Inspired Action: Plan your day ahead Prioritize Avoid Excuses Focus on One task at a Time Break Big Tasks into Smaller Pieces Make it time-framed. Set deadlines. Challenge Yourself Aim Higher Use Time Blocks Avoid Distraction in the Middle of Doing a Certain Task Self-Discipline Have Daily Routines and Habits Clean your house. Literally! Generously reward yourself. Download this book right now and be versed why you procrastinate and how to stop procrastination within you. Take Action and BUY this book before price rises to $4.99 in no time. Scroll to the top of the page and select the buy button. Tags: beat procrastination, productivity hacks, productivity ninja, habit power, stop being lazy,improve your life, stop procrastination,time management, affirmations, self help,

    The book follows the breakdown of the marriage, her decision to get a divorce, the trauma of doing so, depression and finally overcoming it all to become a stronger, happier person.Written with much wit, wisdom and warmth, it is a memoir, which anybody who has loved and lost will relate to

    

    If youve ever wanted to attend a David Allen seminar but could not, this is the next best thing. GTDLive is our brand new audio of a full 2-day seminar - packed with insights, tips, and practical applications on GTD or Getting Things Done in a way that only David can tell you. This is a great value at over 50% off the cost of just a one-day seminar! With GTDLive, you receive this recording of a full 2-day seminar that you can listen to over and over again anywhere, anytime. Getting Things Done Live reveals powerful techniques for processing everything in your personal and workplace environments. From email, paperwork, and voice mails to tasks, commitments, and internal thinking.Major topics of the seminar include:Mastering the Five Stages of Workflow;The Productive Experience;Keys to Collecting and Processing your Stuff;Project Thinking;Organizing Email and Filing Systems;Dealing with Procrastination and Setting Priorities; Planning and the Power of Focus; Establishing Your Ideal Scene, Successful OutcomeThe set contains approximately 9 ½ hours of audio recorded live at a large southern California University. It is packaged in a handsome 10-CD boxed set. GTD System Guides; the core principles of GTD, referenced in the recording, are presented on laminated cards for easy reference.