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.

    But starting in the late 1990s, shocking reports emerged that showed this was far from the truth. Treatment-related deaths or “complications” were found to be the fifth leading cause of death for Americans, and hundreds of thousands of patients were being harmed by botched medical procedures.Spurred by the quality crisis, a group of visionary physicians led by Donald Berwick and Paul Batalden embarked on a study of industrial “quality improvement” techniques, daring to apply them to the practice of medicine despite resistance from the medical community. The Best Practice tells the story of this burgeoning movement, and of how the medical landscape is being radically transformed—for the better.

    John Seely Brown and Paul Duguid argue that the gap between digerati hype and end-user gloom is largely due to the "tunnel vision" that information-driven technologies breed. We've become so focused on where we think we ought to be--a place where technology empowers individuals and obliterates social organizations--that we often fail to see where we're really going.The Social Life of Information shows us how to look beyond our obsession with information and individuals to include the critical social networks of which these are always a part.

    Gives practical advice on developing and marketing products in the technology industry, looks in detail at Intel's marketing campaign against Motorola, and stresses the importance of commitment to a successful campaign.

    Building on their experience as professional systems analysts and award-winning teachers, authors Dennis, Wixom, and Roth capture the experience of developing and analyzing systems in a way that students can understand and apply.With Systems Analysis and Design, 4th edition , students will leave the course with experience that is a rich foundation for further work as a systems analyst.

    This well-written book is grounded in the reality of teaching today to show real-world teachers who want to use assessment in their classroom the latest tools necessary to teach more effectively. The fifth edition of Classroom Assessment addresses the range of assessments that teachers are likely to use in their classrooms. With expanded coverage of problems related to measurement of special education children, a new student website with online activities, and an improved instructor's manual, this book continues to be a cutting-edge and indispensable resource not only for instructors, but also for pre- and in-service teachers. New to This Edition: *Chapter 12 contains new material dealing with formative assessment as well as assessment FOR learning. *The text is committed to fostering readers' realizations regarding the critical link between testing and teaching. Instructional implications are constantly stressed in the text. early childhood assessment throughout the text. *The 5th edition contains a brand-new website providing readers with Extra Electronic Exercises for each chapter, so readers, if they wish, can solidify their understanding of what chapters address (go to www.ablongman.com/popham5e). *A newly revised Instructor's Resource Manual contains Instructor-to-Instructor suggestions as well as a test for each chapter. It also includes a mid-term and final exam and an effective inventory measuring students' confidence in assessment. Here's what your colleagues have to say about this book: Dr. Popham has done a tremendous job in researching and incorporating current trends throughout the entire text! Terry H. Stepka, Arkansas State University Overall, I am extremely satisfied with the text. It is well-written, and I love the author's sense of humor! Terry H. Stepka, Arkansas State University I LOVE the arrangement of the chapters and the high quality of the self-checks and discussion questions that are provided. Karen E. Eifler, University of Portland

    A LIST OF 1,000 ADJECTIVES Indie Author Resources Book 3 Are boring adjectives leaving your writing dull, bland, and yawn-inducing? If so, this book is for you! Broken down into easy-to-navigate categories like "texture," "height," and "brightness," these adjectives will help you pack your writing with descriptions that will leave your readers asking for more!

    Completely revised and updated, the second edition is loaded with new tools and techniques.Two powerful new chapters on agenda design A full section devoted to reaching closure More than twice as many tools for handling difficult dynamics 70 brand-new pages and over 100 pages significantly improved

    His profound management sutras are derived from his bestselling books on business and management. They show how individuals can realize their potential, create wealth and achieve lasting success by following uniquely Indian principles (based on Hindu, Jain and Buddhist mythology) of goal setting, strategic thinking and decision-making.

     In this unprecedented book, A. J. Adams uses self-deprecating humor, entertaining anecdotes, and frank descriptions to introduce anyone who "just doesn't get" Alcoholics Anonymous to the complete "Undrunk" lifestyle. Beginning with the story of his first AA meeting, he takes the mystery out what goes on behind closed doors, dispelling misconceptions of AA as cultlike, secretive, campy, or lowbrow. He then presents a user-friendly history and introduction to AA, explaining the Steps, Traditions, terms, and sayings--all punctuated by honest, often hilarious descriptions of his own struggles and eventual transformation to "getting" the program.

    What’s tomorrow’s weather? Is the flight on time? Where’s the nearest store, and is this product cheaper there? Whatever the question, the answer is on the phone. This Pavlovian response is the mobile mind shift — the expectation that I can get what I want, anytime, in my immediate context. Your new battleground for customers is this mobile moment — the instant in which your customer is seeking an answer. If you’re there for them, they’ll love you; if you’re not, you’ll lose their business. Both entrepreneurial companies like Dropbox and huge corporations like Nestlé are winning in that mobile moment. Are you?Based on 200 interviews with entrepreneurs and major companies across the globe, The Mobile Mind Shift is the first book to explain how you can exploit mobile moments. You’ll learn how to:•    Find your customer’s most powerful mobile moments with a mobile moment audit.•    Master the IDEA Cycle, the business discipline for exploiting mobile. Align your business and technology teams in four steps: Identify, Design, Engineer, Analyze.•    Manufacture mobile moments as Krispy Kreme does — it sends a push notification when hot doughnuts are ready near you. Result: 500,000 app downloads, followed by a double-digit increase in same-store sales.•    Turn one-time product sales into ongoing services and engagement, as the Nest thermostat does. And master new business models, as Philips and Uber do. Find ways to charge more and create indelible customer loyalty.•    Transform your technology into systems of engagement. Engineer your business and technology systems to meet the ever-expanding demands of mobile. It’s how Dish Network not only increased the efficiency of its installers but also created new on-the-spot upsell opportunities.Mobile is rapidly shifting your customers into a new way of thinking. You’ll need your own mobile mind shift to respond.

    In its most simple form, earned value equates to fundamental project management. This is not a new book, but rather it is an updated book. Authors Quentin Fleming and Joel Koppelman have made some important additions. In many cases, there will be no changes to a given section. But in other sections, the authors have made substantial revisions to what they had described in the first edition. Fleming and Koppelman’s goal remains the same with this update: describe earned value project management in its most fundamental form, for application to all projects, of any size or complexity. Writing in an easy-to-read, friendly, and humorous style characteristic of the best teachers, Fleming and Koppelman have identified the minimum requirements that they feel are necessary to use earned value as a simple tool for project managers. They have also witnessed the use of simple earned value on software projects, and find it particularly exciting. Realistically, a Cost Performance Index (CPI) is the same whether the project is a multibillion-dollar high-technology project, or a simple one hundred thousand-dollar software project. A CPI is a CPI … period. It is a solid metric that reflects the health of the project. In every chapter, Fleming and Koppelman stick with using simple stories to define their central concept. Their project examples range from peeling potatoes to building a house. Examples are in round numbers, and most formulas get no more complicated than one number divided by another. Earned Value Project Management—Second Edition may be the best-written, most easily understood project management book on the market today. Project managers will welcome this fresh translation of jargon into ordinary English. The authors have mastered a unique "early-warning" signal of impending cost problems in time for the project manager to react.

    In over 50 interviews with industry leaders from a wide variety of fields, bestselling author Jeffrey J. Fox will share the proven techniques and hard-won wisdom that have helped great rainmakers get ahead, along with his trademark brand of counterintuitive insight and commentary that have made his books so popular.

    Through a series of simple questions, readers will create a living document that communicates their values, passions, goals and standards to others, maximizing their leadership potential.Outlines a clear approach for identifying a concise and meaningful set of personal leadership maxims by which leaders can live their lives Explains and applies four basic aspects of leadership: leading yourself, leading the thinking, leading your people, and leading a balanced life Generates a foundational document that serves as a touchstone for leaders and their teams Simple, applicable, and without pretense, One Piece of Paper provides a model for real leadership in the real world.

    Not only are all of our business, scientific, and government transactions now computerized, but the widespread use of digital cameras, publication tools, and bar codes also generate data. On the collection side, scanned text and image platforms, satellite remote sensing systems, and the World Wide Web have flooded us with a tremendous amount of data. This explosive growth has generated an even more urgent need for new techniques and automated tools that can help us transform this data into useful information and knowledge.Like the first edition, voted the most popular data mining book by KD Nuggets readers, this book explores concepts and techniques for the discovery of patterns hidden in large data sets, focusing on issues relating to their feasibility, usefulness, effectiveness, and scalability. However, since the publication of the first edition, great progress has been made in the development of new data mining methods, systems, and applications. This new edition substantially enhances the first edition, and new chapters have been added to address recent developments on mining complex types of data- including stream data, sequence data, graph structured data, social network data, and multi-relational data.A comprehensive, practical look at the concepts and techniques you need to know to get the most out of real business dataUpdates that incorporate input from readers, changes in the field, and more material on statistics and machine learningDozens of algorithms and implementation examples, all in easily understood pseudo-code and suitable for use in real-world, large-scale data mining projectsComplete classroom support for instructors at www.mkp.com/datamining2e companion site