Prescription for Excellence

Michelli, Joseph
September 2011
Leadership Excellence Essentials;Sep2011, Vol. 28 Issue 9, p17
The article highlights the transformation of the service culture at the University of California-Los Angeles (UCLA) Hospital System to elevate the satisfaction levels of patients and achieve excellence. UCLA personalized its mission statement, redesigned its vision statement, and linked its vision to values. It suggests leaders should take steps to embrace service excellence. The transformation resulted in positive outcomes such as profitability, improved employee engagement and empowerment.


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