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Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System EBOOK by Joseph Michelli

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CHAPTER 1The UCLA Health System Experience: What Everyone Can Learn from Greatness in Healthcare

Greatness is so often a courteous synonym for great success.

—PHILIP GUEDALLA

Imagine having to run a successful business that requires the innovation of Apple, the commitment to safety of NASA, and the customer service of Ritz-Carlton. Furthermore, imagine that your mandate demands that you be a world-class educator, your work product holds life and death in the balance, and you are responsible for discoveries that shape the future of medicine. But wait; there’s more! You have to achieve your complex mission in a highly political, cost-competitive industry. From imagination to reality, you are about to dive deeply into the challenges and leadership ...

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