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.

     This book gives the simplest exercises on the market to open your hips with effective correctives you can do anywhere. This program was designed to not only be convenient, but also comprehensive. It breaks down an easy set of progressions and goals to get the muscles on your pelvis, lower back, and hips/upper legs to function. Doing these exercises will: -restore balance to your body -instantly improve your posture and hip mobility -strengthen your hips in addition to opening them leaving you feeling "tied together" and fantastic.

    It offers a clear overview of the fundamentals of environmental economics that will enable students and professionals to quickly grasp important concepts and to apply those concepts to real-world environmental problems. In addition, the book integrates normative, policy, and institutional issues at a principles level. Chapters examine: the benefits and costs of environmental protection, markets and market failure, natural resources as capital assets, and sustainability and economic development. Markets and the Environment is the second volume in the Foundations of Contemporary Environmental Studies Series, edited by James Gustave Speth. The series presents concise guides to essential subjects in the environmental curriculum, incorporating a problem-based approach to teaching and learning.

    The concept of speaking to mountains and trees may not be religious metaphor, but laws of a new physics that have not been fully understood. Jesus taught that our words are powerful enough to move physical matter. Quantum physics has discovered that subatomic particles respond to the observer. In this book, you will discover that your words and your faith (beliefs) are unseen forces that affect everything in your world. You are the one giving substance to your world through words!

    This is a book about how many of the 'big' philosophical and religious questions that have puzzled mankind for centuries can be answered by recent breakthroughs in science.

    In a field as rapidly expanding and diverse as I/O psychology, it's not easy finding a book with just the right balance. Fortunately, Paul Spector's Fourth Edition of Industrial and Organizational Psychology: Research and Practice is up to the job. A balance between cutting-edge topics and core material This Fourth Edition covers both the core material as well as newly emerging topics and cutting-edge findings. Inside, you'll find 125 new references, as well as the latest thinking on team job analysis, drug testing, group problem solving, group diversity, cross-cultural issues in leadership, and more. A balance between research and practice The text's balanced presentation of research and practice equips you with an understanding of the whole field. This balanced approach helps you see the relationship between the science and application of I/O psychology. You'll find detailed summaries of current research, including international studies. In addition, cases introduce you to the wide array of settings and applied work that involve I/O psychologists. A balance between employee performance and well-being I/O psychology isn't just about how the organization can use psychology to improve the efficiency and effectiveness of its workforce; it's also about improving the health of the workforce. This Fourth Edition provides more balance between these two over-arching areas of the field. Connect to online resources from the author's classroom. The author's website features class notes from his I/O psychology course, practice exams, internet exercises, I/O career information, and links to I/O instructor and student resources. Go to www.wiley.com/college/spector for help presenting and studying the material in your textbook, and use these resources to go beyond the text.

    Salient Features: 1.Very short answer type questions (including true-false type questions and fill in the blanks type questions). 2.Short answer type questions. 3. Long answer type questions (or Essay type questions). 4. Multiple choice questions (MCQs) based on theory. 5. Questions based on high order thinking skills (HOTS). 6. Multiple choice questions (MCQs) based on practical skills in science.. 7. NCERT book questions and exercises (with answers). 8. Value based questions (with answers).

    She knew instantly that her decision to work in general practice was the ‘biggest and worst mistake of her life’. Fortunately, however, this did not deter her from continuing in general practice, and this fascinating memoir (spanning half a century) is testament to her resilience and professionalism, as well as her pragmatic and charismatic personality. She shares real stories about real people in this intriguing book. Some stories are truly heart-breaking and will have you reaching for the tissues (such as the times when she has lost patients, and encountered and supported abused children and rape victims). But it isn’t all serious. There are lots of light-hearted and heart-warming moments too, such as the stories about Jessie-dog – her bodyguard when she made home visits, and the time when she helped a large (and desperately in need) family to get rehoused, and her time as a country GP. She also recalls with honesty and candidness, the prejudice and unimaginable pressure she had to contend with, as a young female GP in the 1960s. As well as a plethora of fascinating stories, experiences and case studies, this book also gives us, as 21st Century readers, a glimpse into the rapid changes in general practice and the NHS in general. Whether you’re in general practice, or you’re a medical professional, or you have a penchant for all kinds of autobiographies/memoirs, you will find this a thought-provoking and captivating book that’s impossible to put down. Take a peek at the ‘Look Inside’ feature now and be prepared to be instantly intrigued.

     “Good enough” is not the life you deserve - you deserve the best, and the good news is that you can have it. Learn the surprising truth that it’s not by doing more, but less with Less Mess Less Stress. We know that we own too much, we say yes for too many engagements, and we stick to more than we should. Physical, mental and relationship clutter are daily burdens we have to deal with. Change your mindset and live a happier life with less. This book will help you if: • You’re committed to reducing stress in your life • You wish to get rid of things and keep order around you • You feel mentally overwhelmed, and you seek real solutions how to simplify your days • Want to be a more understanding and patient friend or spouse • You seek for real life examples on how to change your life for the better with the help of minimalism Minimalism is an inversely proportional process: the less you do, the more will you have. And the less you keep, the happier you’ll be. What else will you get if you read in Less Mess Less Stress: • A step by step guide how did I got rid of 75% of my things • Real life examples and techniques how to reduce mental clutter • Comprehensive guide how to make your relationships more enjoyable and less stressful • Stories and tips from the “best minimalists” of the world, who are not superstars, but real people • Finally, a monthly guide for 2017 how to keep the minimalist mindset active in your life In Less Mess Less Stress you’ll find real and applicable tips and advice. I will share with you my own story about decluttering my entire life. I made this book less strict; I approached it with humor, and genuine encouragement to make you feel you’re among friends here. Because minimalism is not a must, but a choice without any pressure or negative consequence. To start your stress- free minimalist routine today, hit the buy now button on the top-right corner of this page!

    The text integrates contemporary research in biology, psychology, anthropology and sociology, utilizing the biopsychosocial model as the basic explanatory theme for health and health care. Gender, sociocultural and developmental differences in health and related behaviours are also integrated throughout the text. This systems approach is complemented by the integration of life-span development in health and illness in each chapter of the text.

    Google Hacking teaches people how to get the most out of this revolutionary search engine. Not only will this book teach readers how Google works, but it will also empower them with the necessary skills to make their everyday searches easier, more efficient, and more productive. Google Hacking also demonstrates how Google can be used for negative means. It's immense searching power, means that everyone, including cyber criminals, can feasibly access confidential data, such as company presentations, budgets, blueprints, even credit card numbers, with just the click of a mouse. Using numerous examples, case studies, and screenshots, this book explains the art of ethical Google Hacking -- it not only teaches readers how Google works, but it provides them with the knowledge they need to protect their data and systems from getting Google Hacked. This is the only book you need to maximize (and protect yourself) from Google searches!

    After a brief tale of her own introduction to the paranormal, the author shares funny, poignant, and insightful words straight from the spirit people themselves. Together, the living and the dead seek forgiveness, solve family mysteries, find closure, settle scores, and come together for birthdays, anniversaries, and graduations. Quoting directly from her readings and séances, Priscilla reports the spirit perspective on mental illness, suicide, religion, and even the afterlife itself. For those readers interested in developing their own spirit communication skills, the last section of the book offers meditations and exercises used by the author herself, both personally and with her students. "It Will All Make Sense When You’re Dead" is chock-full of simple and entertaining wisdom, showing us how to live for today, with light hearts and kindness.

    This book offers an excellent foundation in ethical decision-making for current and future business managers and IT professionals.

    In this book you will find some shocking details of the great figures of science such as Newton, Galileo, Kepler, Copernicus and Kant, presented with the characteristic humor that only a popularizer of science as Sergio de Regules could bring to this wonderful collection of essays.