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1. |
Record Nr. |
UNINA9910458421703321 |
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Titolo |
The financing of catastrophe risk [[electronic resource] /] / edited by Kenneth A. Froot |
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Pubbl/distr/stampa |
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Chicago, : University of Chicago Press, 1999 |
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ISBN |
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1-281-22348-4 |
9786611223489 |
0-226-26625-7 |
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Descrizione fisica |
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1 online resource (490 p.) |
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Collana |
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A National Bureau of Economic Research project report |
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Altri autori (Persone) |
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Disciplina |
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Soggetti |
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Casualty insurance - United States |
Disaster insurance - United States |
Electronic books. |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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A collection of papers written for this volume and for the conference, "The Financing of Property Casualty Risks," organized by the editor under the auspices of the National Bureau of Economic Research and its Insurance Program. |
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Nota di bibliografia |
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Includes bibliographical references and indexes. |
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Nota di contenuto |
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Front matter -- National Bureau of Economic Research -- Relation of the Directors to the Work and Publications of the National Bureau of Economic Research -- Contents -- Acknowledgments -- Introduction -- 1. Insurer Demand for Catastrophe Reinsurance -- 2. Alternative Means of Redistributing Catastrophic Risk in a National Risk-Management System -- 3. Pricing Excess-of-Loss Reinsurance Contracts against Catastrophic Loss -- 4. Challenges Facing the Insurance Industry in Managing Catastrophic Risks -- 5. The Pricing of U.S. Catastrophe Reinsurance -- 6. Reinsurance for Catastrophes and Cataclysms -- 7. The Influence of Income Tax Rules on Insurance Reserves -- 8. Courting Disaster? The Transformation of Federal Disaster Policy since 1803 -- 9. The Moral Hazard of Insuring the Insurers -- 10. Index Hedge Performance: Insurer Market Penetration and Basis Risk -- 11. Panel Discussions -- Contributors -- Author Index -- Subject Index |
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Sommario/riassunto |
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Is it possible that the insurance and reinsurance industries cannot |
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handle a major catastrophe? Ten years ago, the notion that the overall cost of a single catastrophic event might exceed |
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2. |
Record Nr. |
UNINA9910459815503321 |
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Autore |
Baird Kristin |
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Titolo |
Customer service in health care : a grassroots approach to creating a culture of service excellence / / Kristin Baird |
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Pubbl/distr/stampa |
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San Francisco : , : Jossey-Bass |
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Chicago : , : Health Forum, , [2000] |
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©2000 |
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ISBN |
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Descrizione fisica |
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1 online resource (179 p.) |
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Collana |
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Disciplina |
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Soggetti |
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Medical care - Customer services |
Patient satisfaction |
Electronic books. |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di bibliografia |
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Includes bibliographical references and index. |
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Nota di contenuto |
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Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence; Contents; List of Figures and Tables; About the Author; Preface; Acknowledgments; Chapter One: Why Customer Service?; What Are the Standards of Behavior?; The Golden Rule with a New Twist; Expectations Are Higher in Health Care; The Direct and Indirect Costs of a Bad Experience; A Look at Revenue Loss; What Reputation Can Do; Don't Just Satisfy Them, Get Them Talking!; Satisfaction or Excellence?; What Would You Like Them to Say about You?; Customer Service as It Relates to Business Development |
SummaryReferences; Chapter Two: Setting Your Course-Senior Leadership Takes the Wheel; Top-Down Communication; Articulating Core Values; Articulating Organizational Values; What Message Have You Given Managers?; Leadership Skills Assessment; Do You Have the Right People in Management?; Leading toward a Corporate Culture of Service Excellence; Making Sure All the Leadership Team Are on the |
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Same Page; Today's Health Care Managers; Mentor, Monitor, and Measure; Clarify What Is Expected of Managers; Bottom-Line Results; Reinforcing Positive Behavior; Eliminating Problem Behavior |
It's Not a Program-It's a Way of LifeSummary; References; Chapter Three: Championing Buy-In and Ownership- You Can't Do It Alone; The Customer Service Champion; Creating a Customer Service Team; Lessons Learned from Team Member Selection; Getting Support from the Top; Creating a Team Mission Statement; Defining Expectations of Team Members; Ground Rules; Team Goals; Summary; Chapter Four: Where Are You Now?-Establishing Your Baseline; Gathering Baseline Data; Baseline-the Patients' Perspective; Baseline-the Employees' Perspective; Baseline-the Medical Staff's Perspective |
Seeing the Big PictureSummary; Reference; Chapter Five: Creating Meaningful Standards to Live By; Why Create Standards for Customer Service Performance?; Who Should Define the Standards?; Look for Role Models; Make It Their Idea; Focus Group Objectives and Discussion Guide; Conducting Focus Groups; Scheduling the Groups; Extending a Welcome; Setting the Ground Rules; Summarizing the Results; Moving from Discussion to Specific Behaviors; Summary; References; Chapter Six: The Training Sessions-Getting Everyone on the Same Page; Seek First to Understand, Then to Be Understood |
One Size Doesn't Fit All-Understanding Unique Training NeedsManagement Training; Tie the Message to Existing Policy; Keep It Interesting; Rethink the New-Employee Orientation; Corporatewide Training; Make Training Accessible and Diversified; Who Should Be Included in the Training Sessions?; Session Evaluations; Graduating to a Second-Generation Customer Service Team; Summary; References; Chapter Seven: Keeping the Effort Alive; The Real Work Begins; Departmental Action Plans; Make Your Promise Visible; Provide Patient Satisfaction Data; Coach the Coaches; Communication; Employee Newsletters |
Bulletin Boards |
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Sommario/riassunto |
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Research confirms that it is six times more costly to attract a new customer than it is to retain an existing one. Creating a culture of service excellence requires planning, preparation, and persistence. Customer Service in Health Care is designed to provide readers with the fundamental information and skills to start or strengthen a customer service initiative within a health care organization. This book concentrates on action as opposed to theory. It offers a practical, step-by-step process for creating a culture shift toward customer service excellence at all levels of an organization, and |
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