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Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way
THE PROVEN MODEL FOR DRIVING POSITIVE ORGANIZATIONAL CHANGE Cleveland Clinic has long been recognized for driving some of the best clinical outcomes in the nation, but it was not always a leader in patient experience. 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 o...
Administratively Adrift
An innovative analysis of the residential university's structure, culture, and functions, and their impact on student well-being and success.
Media Inequality
News media notionally underpins a vibrant and diverse democracy by representing political, industrial and social conflict to mass audiences. Yet, few studies measure how equitably journalists frame public contestation. Despite framing theory’s extensive use in media and communication scholarship, little is known about how frames are created and disseminated - how frames are built - to explain how and why journalists frame news the way they do. Media Inequality proposes that frame building occurs through a two-step process of frame adoption and replication. This two-step frame-building process is explored by identifying the newspaper master narratives used in five historical industrial disp...
Rubbish!
It is from the discards of former civilizations that archaeologists have reconstructed most of what we know about the past, and it is through their examination of today's garbage that William Rathje and Cullen Murphy inform us of our present. Rubbish! is their witty and erudite investigation into all aspects of the phenomenon of garbage. Rathje and Murphy show what the study of garbage tells us about a population's demographics and buying habits. Along the way, they dispel the common myths about our "garbage crisis"—about fast-food packaging and disposable diapers, about biodegradable garbage and the acceleration of the average family's garbage output. They also suggest methods for dealing with the garbage we do have.
Leading Through
Generative AI and the remote-work revolution show us every day that we're in a new era. The rules and norms have changed—and so must leadership. And yet, coercive bureaucracy, hierarchy, and control—old ways of thinking and working—are still with us, a deep-seated and powerful legacy. We are living through a profound transition from an old, industrial era to a new one that is digital, transparent, and complex. In this important new book by former dean of Harvard Business School Kim Clark, written with his business school professor son, Jonathan, and management consultant daughter, Erin, the dynamic struggle between two competing paradigms of leadership is compellingly illustrated: an o...
Radical Reimagining for Student Success in Higher Education
Co-published with the Association for State Colleges and Universities (AASCU), which sponsored the project from which the book emerged.This book answers the question “What would your institution look like if students really mattered?” The authors argue that really putting student success at the center of attention will require a radical reimagining of higher education. Much of what is presented here is grounded in the findings of the American Association of State Colleges and Universities’ (AASCU’s) Re-Imagining the First Year (RFY) initiative, which brought together 44 member institutions over a three-year period to identify and test programs, strategies, and tools aimed at improving retention rates for first-year students. The book makes a provocative set of arguments about what is possible if campuses radically reimagine their culture, practices, structures, and rules with the primary purpose of helping students succeed in college and beyond.
A Welcome to School Message
Letter from The Hon James Merlino Minister for Education.
The Silo Effect
An award-winning columnist and journalist describes how businesses that structure their teams into functional departments, or "silos," actually hinder work, cripple innovation, restrict thinking and force normally smart people to ignore risks and opportunities. --
The Future of Mental Health, Disability and Criminal Law
This book brings together contributions from twenty-three world-leading scholars and commentators that address a range of contemporary and pressing international themes in mental health, disability and criminal law. The authors use the work of internationally renowned academic, Emeritus Professor Bernadette McSherry, as a springboard to reflect on recent developments in these areas of law and to anticipate the future directions they may take. In doing so, they aim to inform and inspire a new generation of mental health, disability and criminal law scholars, advocates and reformers. The book is divided into four substantive sections: reforming mental health and disability law; regulating coer...
