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Best Practices in Organization Development and Change: Culture, Leadership, Retention, Performance, Coaching by Marshall Goldsmith, David Giber, Louis Carter

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CHAPTER THREE

ServiceMASTER

An organization development initiative that transforms healthcare service support cultures, delivers increased patient satisfaction, achieves increased cost savings and efficiencies, and develops a motivated workforce that seeks and finds meaning in daily work through service culture transformation

ABOUT ServiceMASTER

BACKGROUND AND CONTEXT

SERVICE CULTURE TRANSFORMATION THROUGH INTEGRATED SERVICE

Figure 1: ServiceMASTER Integrated Service Structure

Table 1: Integrated Service Program Spectrum

Integrated Service Multiphased Approach

ASSESSMENT

Table 2: Sample from Initial Organization Development Plan

PROGRAM DESIGN

Figure 2: Application of ISIS Improves Service Delivery

Three-step Leadership Development Model

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