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Five Principals for delivering exceptional service and quality you can measure

  • 1.

    Be a master of (cultural) change

  • 2.

    Expand your definition of excellence

  • 3.

    Integrate for maximum leverage

  • 4.

    Measure the right things

  • 5.

    Become a “best place to work”

Five Principals for delivering exceptional service and quality you can measure

  • 1.

    Be a master of (cultural) change

  • 2.

    Expand your definition of excellence

  • 3.

    Integrate for maximum leverage

  • 4.

    Measure the right things

  • 5.

    Become a “best place to work”

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Author Javon Bea

For more information on the give principles above, read Javon R. Bea’s newest book Journey to Excellence: Five Principles for Delivering Exceptional Service and Quality You Can Measure. The book highlights how Mercy Health System used these five dynamic principles to transform from a struggling single-location hospital into a vertically integrated, award-winning, 64-facility health system.

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Mercy Health System

Malcom Baldridge National Quality Award Recipient

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