Gerard, PhD, its chief learning officer, candidly describe the triumphs and stumbles of a seven-year journey to lean healthcare, an effort that continues today and that has slashed medical errors, improved patient outcomes, raised staff morale, and saved $27 million dollars in costs without layoffs. Find out:> How lean techniques of value-stream-mapping and rapid improvement events cut the average “door-to-balloon” time for heart attack patients at two hospitals from 90 minutes to 37.> What ThedaCare leaders did to replace medicine’s “shame and blame” culture with a lean culture based on continuous improvement and respect for people.> How the lean principle of “building in quality at the source” broke down divisions among medical specialties allowing teams to develop patient care plans faster.> Why traditional modern management is the single biggest impediment to lean healthcare.> How the plan-do-study-act cycle coupled with rapid improvement events cut the wait time at a robotic radiosurgery unit from 26 days to six.> How the lean concept of “one piece flow” saved time in treating ischemic stroke patients, increasing the number of patients receiving a CT scan within 25 minutes from 51% to 89%.> How senior leaders at other healthcare organizations can begin their own lean transformations using a nine-step action plan based on what ThedaCare did — and what it would do differently.Toussaint and Gerard prove that lean healthcare does not mean less care. On the Mend shows that when care is truly re-designed around patients, waste and errors are eliminated, quality improves, costs come down, and healthcare professionals have more time to spend with patients, who get even better care.

    

    This is a powerful collection of bestselling books that will help you love the work you do - even if you can't always do work that you love.

    His factory is rapidly heading for disaster. So is his marriage. He has ninety days to save his plant—or it will be closed by corporate HQ, with hundreds of job losses. It takes a chance meeting with a colleague from student days—Jonah—to help him break out of conventional ways of thinking to see what needs to be done.The story of Alex's fight to save his plant is more than compulsive reading. It contains a serious message for all managers in industry and explains the ideas which underline the Theory of Constraints (TOC) developed by Eli Goldratt.

    From difficult employees to demanding bosses, you never know where your next problem is coming from. What you do know is that you'll be expected to solve that problem--and solve it quickly and effectively.The New Manager's Handbook explains the rules of this new game, and gives you invaluable tips and pointers for teaming with your employees while inspiring them to breakthrough performance and results. Let the two dozen rules and guidelines in this quick-hitting manual show you the best ways to:DelegateReview performanceThink strategicallyLead great meetingsGive and get results-oriented feedbackProvide directionSpeak with powerCriticize with honesty and tactAsk the right questionsMotivate average performersPrepare for changeAs a new manager in today's no-room-for-error workplace, you will be challenged and tested every day. Unlike previous positions, however, your success will judged by the performance of others. Give yourself every opportunity to succeed, and learn how to win the respect of both your employees and your supervisors, with the time-tested and field-proven techniques in The New Manager's Handbook.

    Readers will learn why dealing with a difficult person doesn't have to ruin their day, the habits that cause conflict, and the techniques that can turn things around. It also gives readers insight into their own power in shaping relationships, and specific advice for handling different personality types. There really is a better way!

    In fact, Serve to Be Great: Leadership Lessons from a Prison, a Monastery, and a Boardroom will train you to make this a reality. Although it’s not an easy process, it is a worthwhile one.By making a shift in your approach to leadership, you can become a highly effective leader who enjoys your work and makes the world a better place. The shift is simply a matter of gradually becoming more focused on how you can serve others and increase your capacity to do so.Matt Tenney introduces us to the principles in this book through the story of going from selfish to servant while on his journey from prisoner to monk to social entrepreneur. He also cites numerous business case studies and research that demonstrate how putting serving first results in: - Attracting top talent - Increased engagement and lower turnover - A more innovative team culture - Better customer service - A better ROI on marketing efforts The book also offers practical, actionable guidance for making the shift to becoming an extraordinary leader who is devoted to serving and inspiring greatness in others.All of the author proceeds from the sale of this book are donated to charity.

    It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies, and how they're changing customer contact services; Improving the call center's strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.

    The ideas are proven by several decades of experience and well-supported in the text with numerous examples.

     Through seven deployments commanding sailors in the complex and dangerous world of nuclear submarine warfare, Jon Rennie experienced a deep form of leadership. On a sub, there is no escape. No “after work.” No home to commute to. You live and lead side-by-side with the crew, every day. What Rennie didn’t realize was how much his time underwater prepared him to lead global industrial businesses and startups across multiple industries. Becoming a leader worth following begins—and ends—with people. “This book cuts to the heart of the matter of leadership: it’s all about people.” Says Joshua D. Cotton, PhD, Founder and CEO, VetStoreUSA With a special foreword by John Brubaker, Author of Seeds of Success, Rennie lays out a case for becoming a people-centered leader. Leaders have the watch. They are not only accountable for the results of the organization, but they are also responsible for the people who work for them. Leadership is a people business. The actions of a leader will have a deep impact on the lives and careers of the people they are responsible for. Natasha Goldstein, Founder and CEO, The Accountkeepers says, “As the founder of a fast-growing, people-based business, I could not put this book down. Unlike any other book on leadership I’ve read, Jon boils it down to what really matters: how you treat people.” Great leaders know that employees who are respected, appreciated, and are given the chance to grow will go the extra mile for your organization. This book provides real-world leadership wisdom written from a hands-on perspective. If you want to be a more effective leader, this is the one book you should read this year. “Start becoming a better leader today by reading this book.” Says Heather Eason, Founder and CEO, SELECT Power Systems

    SOAR takes the Appreciative Inquiry philosophy and applies it to provide a strategic thinking and dialogue process. The authors have been instrumental in developing this process and will share the concept and case studies to give you the confidence to try SOAR.

    Every so often employees are sent to “Brainstorm Island”: an off-site replete with trendy lectures, creative workshops, and overenthusiastic facilitators. But once they return, it’s back to business as usual.Innovation experts Paddy Miller and Thomas Wedell-Wedellsborg suggest a better approach. They recommend that leaders at all levels become “innovation architects,” creating an ecosystem in which people engage in key innovation behaviors as part of their daily work.In short, this book is about getting to a state of “innovation as usual,” where regular employees—in jobs like finance, marketing, sales, or operations—make innovation happen in a way that’s both systemic and sustainable.Instead of organizing brainstorming sessions, idea jams, and off-sites that rarely result in success, leaders should guide their people in what the authors call the “5 + 1 keystone behaviors” of innovation: focus, connect, tweak, select, stealthstorm, (and the + 1) persist:• Focus beats freedom: Direct people to look only for ideas that matter to the business• Insight comes from the outside: Urge people to connect to new worlds• First ideas are flawed: Challenge people to tweak and reframe their initial ideas• Most ideas are bad ideas: Guide people to select the best ideas and discard the rest• Stealthstorming rules: Help people navigate the politics of innovation• Creativity is a choice: Motivate everyone to persist in the five keystone behaviorsUsing examples from a wide range of companies such as Pfizer, Index Ventures, Lonza, Go Travel, Prehype, DSM, and others, Innovation as Usual lights the way toward embedding creativity in the DNA of the workplace.So cancel that off-site. Instead, read Innovation as Usual—and put innovation at the core of your business.

    Written by highly respected experts and prestigious scholars, Hitt/Ireland/Hoskisson's STRATEGIC MANAGEMENT: COMPETITIVENESS AND GLOBALIZATION, CONCEPTS AND CASES, 10E provides an intellectually rich, yet thoroughly practical analysis of strategic management today. This unique text is the only one to integrate the classic industrial organization model with a resource-based view of the firm to give readers a complete understanding of how today's businesses use strategic management to establish a sustained competitive advantage. The authors present cutting-edge research and strategic management trends within a strong global focus, using memorable examples from more than 600 companies. A wealth of learning features and selection of 30 all-new compelling cases prepare your students to face the broad range of critical issues confronting contemporary managers. Engaging video cases, CengageNOW online teaching tools, and a complete electronic business library keeps study current and relevant.

    But the big puzzle is how Toyota did it while so many other car companies have struggled or failed. Journalist David Magee dug deeply into Toyota’s past and present, interviewing senior executives who rarely talk to the press, along with many other sources. And he found that the company’s famous mastery of lean production is only part of the story. Magee explains the surprising power of Toyota’s corporate culture, which includes: • Focusing on the long term: While most companies worry about the next quarter, Toyota is thinking about the next quarter century • Jumping beyond the current trend: When Ford was still ramping up its gas-guzzling SUVs, Toyota was very quietly taking a huge lead on hybrids • Making quality everyone’s responsibility: Toyota expects people at every level to think and act like quality-control inspectors • Managing individual strengths: Toyota is revolutionizing the way people are managed, to maximize their strengths instead of criticizing their weaknesses The lessons that Magee explains here will be valuable for managers in all disciplines and industries.

    Covey, RESUMES ARE DEAD is not for the faint of heart. This ebook tackles one of life's most compelling choices: money or meaning? The audio is relevant, timely and career-critical. Learn how to design a career that supports your quest for both money and meaning—providing you the freedom to pursue your dreams and live your ideal lifestyle.This is career development reworked, unconventional and results-driven. Whether you're retired, in the middle of your career, fresh out of college, or have been hit hard by economic crisis, RESUMES ARE DEAD is chock-full of powerful, raw principles that will help you find your footing, contribute to the world in meaningful ways, and simultaneously create your ideal lifestyle.“My verdict: SHEER GENIUS! I love it, I think it’s brilliant, I think it’s bold and courageous, I think it will help people out everywhere.”—Stephen M.R. Covey, author of The New York Times bestseller, The Speed of Trust“Richie hits the nail on the head in the pursuit of dreams. We cannot sit back and wait for life to serve up opportunities, but rather we must create our value and contribute in a powerful way.”—Kenny Anderson, author of Common Denominators for Success“Can I just say WOOOOOOOOOOOW!!! I’m just moved and on fire right now. Very relevant and timely message for our days (and for everyone)!”—Juri Widiger, Brussels, Belgium“This is a great book at so many levels. If you are looking to find your own direction or just need the motivation to move forward, Richie’s book can help. I found it empowering as an employer as well. I want the employees Richie describes in this book, and it helps me to recognize what I need to do to attract and keep those kinds of employees.”—Jeff Heggie, CEO, Kodiak Mountain Stone, Canada“This turned my brain upside-down—in the best way possible!”—Rachel DeVault, photographer, mother, wife, Texas“This really helps me get off my retirement rocking chair and want to do something meaningful for myself and others around me.”—Andy Macatiag, adjunct professor, Chaminade University, Hawaii1st message: “Love the e-book. Thank you for taking the leap and inspiring me. I’m just so grateful for your book! It gave me some meaningful direction.”2nd message: “Richie, I’m headed to an interview tomorrow. I’m beyond stoked and appreciate your e-book. I read it again and it got me pumped. I’ll let you know how it turns out. Thank you, sir.”3rd message: “Dude. I got the job. Thank you for your inspiration!”—Adam Buchanan, Portland, Oregon1st message: “I should NOT have read this just before going to bed last night. I felt so empowered after I read it and I had a million ideas going through my head. Amazing experience, but a little rough on the sleep department.”2nd message: “When I read the book I was stuck in a rut. After reading your book, changes came immediately. I found an internship with a major opera company, introduced myself and was hired within a week. Life is different. Your book gave me the key to a door to the world that I had been staring at my entire life, but I didn’t know how to open.”—Olivia Biddle, Adjunct Professor of Voice and Music