The Baptist Health Care Journey to Excellence: Creating a Culture that WOWs!

About the Author vii

Foreword ix

Acknowledgments x

Introduction: From Ouch! to WOW! xii

1. In Search of Competitive Advantage 1

Five Keys to Achieving Service and Operational Excellence

Key One Create and Maintain a Great Culture

2. Committing to the Mission 19

3. Maintaining a Balanced Approach: Pillars of Operational Excellence 27

4. Fueling Employee-Driven Culture Change 37

5. Engaging Your Workforce: Communicate, Communicate, Communicate! 51

Key Two Select and Retain Great Employees

6. Selecting the Best Employees 65

7. Maximizing Employee Loyalty 77

8. Celebrating Successes through Reward and Recognition 95

Key Three Commit to Service Excellence

9. Maintaining Quality through Service Teams 115

10. Scripting for Superior Service 129

11. Developing Rounding and Service Recovery Techniques 142

Key Four Continuously Develop Great Leaders

12. Establishing Ongoing Leadership Training 159

Key Five Hardwire Success Through Systems of Accountability

13. Building a Culture that Holds Employees Accountable 179

14. Beyond Baptist Health Care: Other Systems on the Journey to WOW! 193

Appendix What About the Physicians? 205

Index 215