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 a time when this revered organization ranked among the lowest in the country in this area. Within 10 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 one of today´s leading patient-experience healthcare organizations - methods that seamlessly translate to any business seeking to improve its customer experience. This strategic guide covers: How the Clinic´s leaders redefined the concept of patient experience and developed a strategy to improve it Critical lessons learned regarding organization, recruitment, training, and measuring service excellence Ways in which the Clinic aligned its entire workforce around its Patients First strategy How leaders improved the critical element of physician communication Rather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization´s success. Patients are customers - who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives. Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare. 1. Language: English. Narrator: Tim Lundeen. Audio sample: http://samples.audible.de/bk/graw/000171/bk_graw_000171_sample.mp3. Digital audiobook in aax.
Thirteen lives. One garden. Set in Cleveland, Newbery-Award-winning author Paul Fleischman´s poignant book is a large lesson in connectedness and community for all. When a derelict vacant lot is gradually transformed into a community garden in inner city Cleveland, the people of this community find their differences are less apparent and their isolation dissolved. Performed by thirteen multicuturally and age-authentic voices, this audiobook is designed for listeners of all ages. 1. Language: English. Narrator: full cast. Audio sample: http://samples.audible.de/bk/abks/000051/bk_abks_000051_sample.mp3. Digital audiobook in aax.
Sixteen historians, all members of the Society of Independent Southern Historians, have come together to write this truthful history of America specifically for home-schooled students. Herein is a history that is truthful, concise, yet comprehensive, written especially for students of middle school and high school age and for the parents who provide guidance through the home-school educational approach. The 40 student lessons in this book present 278 years of our history: from the founding of the Jamestown, Virginia, colony to the restoration of a healthy balance in American politics as evidenced by the election of Democrat Grover Cleveland in 1885. Each lesson (or chapter) includes suggestions for student discussion and lists a few resources for further study. The history of how Patriots of the Southern colonies were instrumental in winning our American Revolution and creating our original limited-power federal government is covered. The history of how pioneers of the Southern culture spearheaded the western migration to the Mississippi and beyond is covered.Our Civil War, also known as the War Between the States, was the major event in those 278 years of our history. For that reason, the political sectionalism that tore the country apart is presented in detail. The war itself is covered, but only one lesson reviews major battles. The subsequent political reconstruction is covered in detail, with ample explanation of how the principle of state rights, previously treasured in both the North and the South, was subjugated under a far more powerful federal government following the conquest of the Confederate states.The Society of Independent Southern Historians is a nonprofit educational organization registered in North Carolina and composed of members all across America. Some members are school teachers and college professors, but most have, instead, pursued careers in other fields. Many are retired. All have a passion for the truthful telling 1. Language: English. Narrator: Bill Izard. Audio sample: http://samples.audible.de/bk/acx0/143625/bk_acx0_143625_sample.mp3. Digital audiobook in aax.
Bumble is the cutest bug you´ll ever meet, but he can´t fly. Granny bumblebee helps little Bumble overcome his fear of flying and in restoring his self-confidence. Bumble goes from teased to hero in this sweet tale that your children will love. Bumble can now contribute to the hive by gathering pollen and making honey. You won´t want to miss the memories of listening to Bumble the Bee with your children and instilling positive lessons that they will learn from listening to this audiobook. 1. Language: English. Narrator: Hem Cleveland. Audio sample: http://samples.audible.de/bk/acx0/146791/bk_acx0_146791_sample.mp3. Digital audiobook in aax.
From the New York Times best-selling author of Return of the King comes the story of LeBron James´ incredible transformation from basketball star to sports and business mogul.With eight straight trips to the NBA Finals, LeBron James has proven himself one of the greatest basketball players of all time. And like Magic Johnson and Michael Jordan before him, LeBron has also become a global brand and businessman who has altered the way professional athletes think about their value, maximize their leverage, and use their voice. LeBron, Inc. tells the story of James´ journey down the path to becoming a billionaire sports icon - his successes, his failures, and the lessons both have taught him along the way. With plenty of newsmaking tidbits about his roller coaster last season in Cleveland and high-profile move to the Lakers, LeBron, Inc. shows how James has changed the way most elite athletes manage their careers and how he launched a movement among his peers that may last decades beyond his playing days. 1. Language: English. Narrator: Chris Abell. Audio sample: http://samples.audible.de/bk/hach/005158/bk_hach_005158_sample.mp3. Digital audiobook in aax.
Men like me are looking to take your money. We don´t care about you. If you don´t care about us, I can guarantee that one day we will take everything you have. Dave Gray (Alabama Fats) Alabama Fats is a real person. For more than half a century his job was to con people on the streets of America out of their money - and he was VERY good at it. Every line in this book is true. That was the way he wanted it. He wanted to make sure his children knew exactly what he had done all those years when he was ´on the road´ and away from Cleveland. This book is an unrepentant look at the life of a con man. He is not sorry for a single person he conned. If his knees were better and Cleveland was warmer, he would be on the streets now, looking to take YOUR money. If there is any one lesson that can be learned from this book it is that no one´s money is safe. Alabama Fats is retired but there is no shortage of con men. They are everywhere and they are always looking for ways to con people out of their hard-earned money. If you think you cannot be conned, then you are exactly the kind of person who should be listening to this book. 1. Language: English. Narrator: Dwayne F Chew. Audio sample: http://samples.audible.de/bk/acx0/140814/bk_acx0_140814_sample.mp3. Digital audiobook in aax.
After losing his job, Lee Kravitz, a workaholic in his mid-50s, took stock of his life and realized just how disconnected he had become from the people who mattered most to him. He committed an entire year to reconnecting with them and making amends.Kravitz takes listeners on 10 transformational journeys, among them repaying a 30-year-old debt, making a long-overdue condolence call, finding an abandoned relative, and fulfilling a forgotten promise. Along the way, we meet a cast of wonderful characters and travel the globe---to a refugee camp in Kenya, a monastery in California, the desert of southern Iran, a Little League game in upstate New York, and a bar in Kravitz´s native Cleveland. In each instance, the act of reaching out opens new paths for both personal and spiritual growth.All of us have unfinished business - the things we should have done but just let slip. Kravitz´s story reveals that the things we´ve avoided are exactly those that have the power to transform, enrich, enlarge, and even complete us. The lesson of the book is one that is applicable to us all: Be mindful of what is most important, and act on it. The rewards will be immediate and lasting. 1. Language: English. Narrator: Kevin Foley. Audio sample: http://samples.audible.de/bk/tant/001394/bk_tant_001394_sample.mp3. Digital audiobook in aax.
Amati´s Dream is the compelling story of the great violin maker Nicolo Amati and his apprentice, Raphael. It is the year 1666 in Cremona, Italy. While Raphael is learning the luthier´s trade, he secretly yearns to be a performer. His family cannot afford an instrument or music lessons, so Raphael tries his best to be content with working in the violin shop. But his heart cannot let go of his dream. The narration of legendary actor Sir Roger Moore brings Amati´s Dream vividly to life. The original music features Key-Thomas Maerkl, in a lyrical performance on a violin made by Amati´s most famous pupil, Antonio Stradivari. Let the story and music take you on a magical journey into the past. Author biography: Kim Maerkl was born in 1961 in Cleveland, Ohio. She is an author, composer, and producer. Her works have been performed in concert halls and theaters throughout Europe and released by publishers in America, Germany and Switzerland. She is a Fulbright scholar. Narrator biography: Sir Roger Moore is a British actor born on October 14, 1927 in London, England. He is best known for playing the secret agent James Bond. He was knighted in 2003, and was named a commander in France´s National Order of Arts and Letters in 2008. He is also a Goodwill Ambassador for the charity organization UNICEF. youtube.com/watch?v=MAOTvKt7qR8&feature=youtu.be 1. Language: English. Narrator: Sir Roger Moore. Audio sample: http://samples.audible.de/bk/naxo/001354/bk_naxo_001354_sample.mp3. Digital audiobook in aax.
Sometimes it takes eight years to commission in the military. Other times it takes six years to admit you were wrong. And then it might take nine years to find your fit at the CIA. These are the definitive stories of the author´s life, and these are the types of stories found in this book. The accounts, which span the globe from Baghdad to Afghanistan and from the headquarters of the CIA to the cockpit of an F-16, tell seven inspiring and motivational stories to give readers the drive to keep going in the toughest of times - what the author calls ´´getting after it.´´This audiobook tells seven stories:The author´s lifelong goal was to commission in the US Air Force, like his grandfather before him. Following a successful tenure in Air Force ROTC and a selection to pilot training, the Air Force discharged him before he commissioned. Devastated but determined to not give up until he achieved his goal, it would take two more military branches, four more years, and the ups and downs in between for him to accomplish his ultimate goal of serving as a military officer.The author´s high school football coach called him a practice player, a guy unable to perform when it mattered, in front of his entire team. The sad part was that it was true. Two years later, wearing a parachute and hanging out of a US Air Force plane 5,000 feet above the ground, the author had a chance to redeem himself: make the successful parachute jump or be sent home from training. He had the choice between channeling confidence to achieve his mission or continue to be a practice player.While being a financial planner in a suburb of Cleveland and a stockbroker on Wall Street are certainly different, they have one thing in common: incredible competition. The author tells the story of starting a new and wildly successful financial planning business from scratch and the awards, commendations, and bonuses he earned along the way. None of it seemed to matter wh 1. Language: English. Narrator: Parker Schaffel. Audio sample: http://samples.audible.de/bk/acx0/149444/bk_acx0_149444_sample.mp3. Digital audiobook in aax.