Product Description

A "textbook with passion", Hardwiring Excellence offers a road map and practical how-to guide for creating and sustaining a culture of service and operational excellence. In this book, author Quint Studer, CEO of Studer Group, draws on his personal experience as a former hospital executive who led two organizations to the top 1% in patient satisfaction and his experience coaching hundreds of healthcare organizations since.

Studer, a nationally acclaimed educator, coach, and thought leader in healthcare today, is a master storyteller, mixing "chicken soup style" stories with personal insight, simple tools, and in-depth recommendations on how good organizations can become great ones.

Based on Studer Group's Nine Principles SM, Quint Studer shows how to retain more employees; ensure better customer service; build strong leadership, align organizational values, goals, and results; increase communication; reward and recognize individual success while also requiring accountability; and move operational performance for better financials, market share, and growth.

At the core of the journey, he says, is a sense of purpose, worthwhile work and making a difference. When organizations learn how to harness this passion in their employees, they create a success spiral with ever increasing momentum.

In fact, Richard L. Clarke, FHFMA, President and CEO of Healthcare Financial Management Association says, "Quint Studer's Nine Principles of service and operational excellence provide the missing link between people power and strong financials. It's about courageous leadership."

Product Details

• Amazon Sales Rank: #3132 in Books
• Published on: 2004-03
• Number of items: 1
• Binding: Paperback
• 280 pages

Pam Hundt, RN, BSN
I have re-read it, and am sharing some important insights with my staff today.

Geralyn Lunsford, CNO, North Ridge Medical Center, Ft. Lauderdale, FL
...such an important tool to reinforce all we've learned from Quint's mentorship over the years.

Cam Underhill, Director of Education and Organizational Development, Palmetto Health Baptist Easley, Easley, SC
I think the book offers a valuble ongoing learning experience...

Customer Reviews

Let Your Flame Burn Bright
"For many who work in health care today, overwhelming business pressures and perceived barriers to change have nearly extinguished their flame of passion to help others.

Join Quint Studer and thousands of Fire Starters nationwide on an awe-inspiring journey of purpose, worthwhile work, and making a difference.

Hear Quint's personal story and learn how you can apply specific prescriptive tools and practices to create and sustain a worldclass organization... a great place for employees to work, physicians to practice and patients to receive care.

LET YOUR FLAME BURN BRIGHT."

[from the book of the back cover]

Practical and Cross Industry Application
Whether one is in healthcare or a non related industry, this book provides superb solutions to providing excellent customer care. As a certified brand strategist, I greatly appreciate Mr. Studer's articulation that one must, and can, hardwire the processes in order to achieve true and perpetual customer service. And he points it out so very well - if one first focuses on superb employee relations, then one will achieve a high level of customer relations.


It is my observation that too many consultants go into companies, identify the customer service issues, hold one or more rah rah events, and then move on to their next project. More correctly, I believe a consultant's responsibility is to work with organization clients to, as Mr. Studer so clearly addresses, hardwire the processes which then will indeed achieve the relationship with employees, channel partners and customers that will so clearly set them apart from their competitors, thereby creating customers who become advocates.

How to make a difference!!
If you are looking for a way to make a difference in your organization from a leadership perspective,(or even on a personal level) you must read this book. Rather than focusing on the negatives, it focuses on the positives of creating excellence-for the patient, the staff, the physicians and all who come in contact with the organization. It is well worth the read!!