LEADER 01074nam0-22003131i-450- 001 990004471990403321 005 20150123120429.0 035 $a000447199 035 $aFED01000447199 035 $a(Aleph)000447199FED01 035 $a000447199 100 $a19990604d18681870km-y0itay50------ba 101 0 $afre 105 $ay-------001yy 200 1 $aHistoire des orientalistes de l'Europe du XIIe au XIXe siécle$edu XII au XIX siecle$eprécédée d'une esquisse historique des études orientales$fGustave Dugat 210 $aParis$cMaisonneuve et C.ie$d1868-1870 215 $a2 v. (LI, 236 ; VIII, 292 p.)$d19 cm 610 0 $aOrientalistica$aEuropa$aSec. 12.-19. 676 $a306.4 676 $a909.09767 700 1$aDugat,$bGustave$0178495 801 0$aIT$bUNINA$gRICA$2UNIMARC 901 $aBK 912 $a990004471990403321 952 $aSG 300/A 128 (1)$bR.Bibl. 10532a$fFLFBC 952 $aSG 300/A 128 (2)$bR.Bibl. 10532a$fFLFBC 959 $aFLFBC 996 $aHistoire des orientalistes de l'Europe du XIIe au XIXe siécle$9546200 997 $aUNINA LEADER 05250nam 2200601 450 001 9910459815503321 005 20200520144314.0 010 $a1-119-02031-X 035 $a(CKB)3710000000320970 035 $a(EBL)1908957 035 $a(MiAaPQ)EBC1908957 035 $a(Au-PeEL)EBL1908957 035 $a(CaPaEBR)ebr11005753 035 $a(CaONFJC)MIL687890 035 $a(OCoLC)899157684 035 $a(EXLCZ)993710000000320970 100 $a19990630h20002000 uy| 0 101 0 $aeng 135 $aur|n|---||||| 181 $2rdacontent 182 $2rdamedia 183 $2rdacarrier 200 10$aCustomer service in health care $ea grassroots approach to creating a culture of service excellence /$fKristin Baird 210 1$aSan Francisco :$cJossey-Bass ;$aChicago :$cHealth Forum,$d[2000] 210 4$d©2000 215 $a1 online resource (179 p.) 225 1 $aJ-B AHA Press 300 $aDescription based upon print version of record. 311 $a1-322-56608-9 311 $a0-7879-5251-6 320 $aIncludes bibliographical references and index. 327 $aCustomer 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 327 $aSummaryReferences; 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 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 327 $aIt'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 327 $aSeeing 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 327 $aOne 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 327 $aBulletin Boards 330 $aResearch confirms that it is six times more costly to attract a new customer than it is to retain an existing one. Creating a culture of service excellence requires planning, preparation, and persistence. Customer Service in Health Care is designed to provide readers with the fundamental information and skills to start or strengthen a customer service initiative within a health care organization. This book concentrates on action as opposed to theory. It offers a practical, step-by-step process for creating a culture shift toward customer service excellence at all levels of an organization, and 410 0$aJ-B AHA Press 606 $aMedical care$xCustomer services 606 $aPatient satisfaction 608 $aElectronic books. 615 0$aMedical care$xCustomer services. 615 0$aPatient satisfaction. 676 $a362.1/068 700 $aBaird$b Kristin$0920649 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910459815503321 996 $aCustomer service in health care$92064845 997 $aUNINA LEADER 04951nam 22007332 450 001 9910819852803321 005 20151005020621.0 010 $a1-107-06529-1 010 $a1-316-09012-4 010 $a1-107-05686-1 010 $a1-107-25557-0 010 $a1-107-05796-5 010 $a1-107-05925-9 010 $a1-107-05573-3 010 $a1-139-20784-9 035 $a(CKB)2670000000343992 035 $a(EBL)1182959 035 $a(SSID)ssj0000857541 035 $a(PQKBManifestationID)11539486 035 $a(PQKBTitleCode)TC0000857541 035 $a(PQKBWorkID)10857354 035 $a(PQKB)10391715 035 $a(UkCbUP)CR9781139207843 035 $a(Au-PeEL)EBL1182959 035 $a(CaPaEBR)ebr10695326 035 $a(CaONFJC)MIL485850 035 $a(OCoLC)841486179 035 $a(MiAaPQ)EBC1182959 035 $a(EXLCZ)992670000000343992 100 $a20111130d2013|||| uy| 0 101 0 $aeng 135 $aur||||||||||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 00$aConsequential courts $ejudicial roles in global perspective /$fedited by Diana Kapiszewski, Gordon Silverstein, Robert A. Kagan$b[electronic resource] 210 1$aCambridge :$cCambridge University Press,$d2013. 215 $a1 online resource (xii, 439 pages) $cdigital, PDF file(s) 225 1 $aComparative constitutional law and policy 300 $aTitle from publisher's bibliographic system (viewed on 05 Oct 2015). 311 $a1-107-69374-8 311 $a1-107-02653-9 320 $aIncludes bibliographical references and index. 327 $aIntroduction / Diana Kapiszewski, Gordon Silverstein, and Robert A. Kagan -- The politics of courts in democratization : four junctures in Asia / Tom Ginsburg -- Fragmentation? Defection? Legitimacy? : explaining judicial roles in post-Communist "colored revolutions" / Alexei Trochov -- Constitutional authority and judicial pragmatism : politics and law in the evolution of South Africa's Constitutional Court / Heinz Klug -- Distributing political power : the Constitutional Tribunal in post-authoritarian Chile / Druscilla L. Scribner -- The transformation of the Mexican Supreme Court into an arena for political contestation / Mo?nica Castillejos-Arag?on -- Courts enforcing political accountability : the role of criminal justice in Italy / Carlo Guarneri -- The Dutch Hoge Raad : judicial roles played, lost, and not played / Nick Huls -- A consequential court : the U.S. Supreme Court in the twentieth century / Robert A. Kagan. 327 $aJudicial constitution making in a divided society : the Israeli case / Amnon Reichman -- Public interest litigation and the transformation of the Supreme Court of India / Manoj Mate -- The judicial dynamics of the French and European fundamental rights revolution / Mitchel de S.-O.-l'E. Lasser -- Constitutional courts as bulwarks of secularism / Ran Hirschl -- Why the legal complex is integral to theories of consequential courts / Terence C. Halliday -- Judicial power : getting it and keeping it / John Ferejohn -- Constitutional politics in the active voice / Mark A. Graber -- The might problem continues / Martin Shapiro -- Conclusion : of judicial ships and winds of change / Diana Kapiszewski, Gordon Silverstein, and Robert A. Kagan. 330 $aIn the early twenty-first century, courts have become versatile actors in the governance of many constitutional democracies, and judges play a variety of roles in politics and policy making. Assembling papers penned by academic specialists on high courts around the world, and presented during a year-long Andrew W. Mellon Foundation John E. Sawyer Seminar at the University of California, Berkeley, this volume maps the roles in governance that courts are undertaking and the ways they have come to matter in the political life of their nations. It offers empirically rich accounts of dramatic judicial actions in the Americas, Europe, the Middle East and Asia, exploring the political conditions and judicial strategies that have fostered those assertions of power and evaluating when and how courts' performance of new roles has been politically consequential. By focusing on the content and consequences of judicial power, the book advances a new agenda for the comparative study of courts. 410 0$aComparative constitutional law and policy. 606 $aJudicial power 606 $aPolitical questions and judicial power 606 $aCourts 615 0$aJudicial power. 615 0$aPolitical questions and judicial power. 615 0$aCourts. 676 $a347/.012 686 $aLAW016000$2bisacsh 702 $aKapiszewski$b Diana 702 $aSilverstein$b Gordon 702 $aKagan$b Robert A 801 0$bUkCbUP 801 1$bUkCbUP 906 $aBOOK 912 $a9910819852803321 996 $aConsequential courts$94023864 997 $aUNINA