CHAPTER 4Setting the Foundation: Safety Is a Matter of Culture

The way to be safe is never to be secure.

—BENJAMIN FRANKLIN

A service revolution like the one that was achieved at UCLA can occur only on a platform of operational excellence. UCLA grounds its service success in a commitment to the safety of its staff members, patients, and families. Although it is not always a conscious consideration, every business leader shares the common challenge of providing for the safety and security of the business’s stakeholders. Often leaders underestimate the significance of safety, so the chapters that follow offer an opportunity to ensure that safety is always a relevant and monitored aspect of daily business decisions.

Clearly, the focus on safety ...

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