Synopses & Reviews
Business results that truly last don't come from products and services or particular employees and leaders, no matter how good they are. Products change and evolve; people come and go. What really leads to sustainable business results over time is quality leadershipnot leaders, but leadership. Consistently excellent leadership is the key to long-term success and profitability. But how do you develop it?
In Results That Last, "Master of Business" Quint Studer shows you how to build an organizational culture that develops great leaders today and instills the mechanisms and the mindset that will continue to foster great leadership tomorrow. Studer pre-sents the most effective leadership practices and shows you how to apply them across every group, department, or division, resulting in improved leadership and performance on the individual, group, and organizational levels.
The practical and proven tools and techniques Studerreveals are designed to align your goals, behaviors, andprocesses in a way that virtually guarantees leadership excellence, vastly improved customer relations, and organizational outcomes. The Results That Last methodology provides real, workable solutions that help you:
Standardize the behavior and responses of leaders to ensure a consistent experience for employees and customers
Align processes to lessen confusion andincrease effectiveness
Bring leaders in line with organizational goalsand values
Adopt and master key tactics like Rounding for Outcomes and Managing Up
Determine what employees need and want from leadership and how to deliver it, creating better morale and increased personal accountability
Employ an objective evaluation system that keeps leaders on track to reach organizational goals and achieve personal excellence
Results That Last helps you develop standardized leadership practices that will survive in your organization much longer than any individual leader or team. The result is better strategy, better employee and customer relations, and bigger long-term profits. With the right practices in place, your organization's success won't depend on individuals. Instead, excellence will be hardwired into your culturegiving you a sustainable, tangible advantage over the competition.
Results That Last translates the results Studer has made in transforming health care leadership to all businesses and organizations. Studer prescribes cultural change, both for companies that are floundering and those that are already doing well. This book introduces a clear and concise behavior that will take your company to the top. Written in a simple, easy-to-read format, each chapter includes compelling stories to make the behaviors come to life. Studer presents structured, proprietary systems like the Five Pillars of Service and Operational Excellence, the Nine Principles®, and the Healthcare FlywheelTM, along with real life examples and sound concepts backed by hard-won experience.
Chapters include: Hardwire Your Company Culture with Key Behaviors Connect Work Back to Purpose, Worthwhile Work, and Making a Difference Have an Absolute Passion for Excellence and Never Waver Work on the Assumption That People Want to Do a Good Job Realize that Little Things Make a Big Difference See Your Business Through Your Customer's Eyes Make the Connection Between Employee Satisfaction and the Bottom Line Train Yourself to Look For What is Right Don't Be Too Removed From the People Who Do the Job Find and Recognize Your Company's Heroes Get Rid of Poor Performers Eliminate the We/They Phenomenon Leverage the Power of Storytelling
Praise For Results That Last
"Quint Studer is a superb communicator with a deep belief in the power of relationships. His informal tone, sense of humor, and real-world stories bring his business principles to life. Results That Last has a vital, optimistic quality that will keep readers re-reading long after other leadership books have been relegated to a dark corner of the shelf."
Nido Qubein, author of How to Get Anything You Want; President, High Point University; Chairman, Great Harvest Bread Company; and founder, National Speakers Association Foundation
"Results That Last is long overdue and fills a big gap in effective business management. There are legions of books that show us the way to achieve successful results in business, but very few that teach us how to institutionalize success. In reality, achieving success is the easy part. The real challenge is to achieve results that last. Quint Studer not only proves it is possible to hardwire a culture for lasting results, but lays out a simple, logical, and effective way to do so. Anyone who wants to make success a habit needs to read this book."
Bob MacDonald, former CEO, Allianz Life of North America and author of Beat the System: 11 Secrets to Building an Entrepreneurial Culture in a Bureaucratic World
"I have always been fascinated by how the various parts of an organization work together to achieve strategic objectives. In Results That Last, Quint Studer explores the complex subject of performance improvement in a fresh, readable, and easy-to-grasp way. By standardizing certain business practices and leader behaviors, any company in any field can create an environment that allows it to achieve and sustain long-term results."
David F. Giannetto, coauthor of The Performance Power Grid: The Proven Method to Create and Sustain Superior Organizational Performance
About the Author
Quint Studer not only teaches it, he has done it. After leading organizations to breakthrough results, Quint formed the Studer Group®, an outcomes firm that implements evidence-based leadership systems that help clients attain and sustain outstanding results. He was named one of the "Top 100 Most Powerful People in Healthcare" by Modern Healthcare magazine for his work on institutional healthcare improvement. Studer was named "Master of Business" by Inc. magazine. For more information, visit www.studergroup.com.
Table of Contents
Chapter 1. Up Or Out.
Defining high, middle and low performers.
Dealing with high, middle and low performers.
Chapter 2. Round For Outcomes.
Five critical elements employees want from managers.
Nine steps for starting Rounding.
Chapter 3. Manage Up To Change Corporate Culture.
Art of Managing Up.
Handling Hand Offs.
Create A Cultural Shift (Feedback Systems).
Chapter 4. Build The Foundation (Passion And Purpose).
Connect The Dots.
Chapter 5. Reduce Leadership Variance.
Why Leaders Don't Standardize Behaviors.
Why Organizations Don't Achieve Lasting Results.
Five Ways To Reduce Leadership Variance.
Chapter 6. Measurement 101.
What Gets Measured Gets Improved.
Focus On Moving 4s To 5s.
Transparency - Helping People Understand The Metrics.
Demonstrating Return On Investment.
Chapter 7. Align Behaviors With Goals And Values.
Holding Leaders Accountable.
Leader Evaluation Tool.
How To Roll Out The Leader Evaluation Tool.
Chapter 8. Create and Develop Leaders.
Principles For Developing Leaders.
Phases Of Change.
Leadership Development Institutes.
Chapter 9. Satisfied Employees Mean A Healthy Bottom Line.
Three Building Blocks Of Employee Satisfaction.
Chapter 10. Know Your Employees "What".
Pursuing The Whats.
Chapter 11. Improve Employee Selection And Retention.
30 And 90 Day New Employee Meetings.
Chapter 12. Build Individual Accountability.
Renters Vs. Owners.
Strategies To Transform Renters Into Owners.
Chapter 13. Harvest Intellectual Capital.
Chapter 14. Recognize And Reward Success
Small Prizes Have Big Impact.
Reward And Recognition Change As You Mature
Power Of Reward And Recognition.
Hardwiring Thank You Notes.
How to Implement Reward And Recognition.
Chapter 15. Find And Recognize Heroes.
Power Of Hero Recognition.
How To Find Heroes.
Chapter 16. Build A Culture Around Service.
Standards of Behavior.
Summary of how Key Words Impact.
Chapter 17. Pre and Post Visit Phone Calls.
Impact on Customer likelihood to recommend.
Ability to exceed high customer expectations.
Impact on Bottom Line.
Opportunity to retain a customer even when things go wrong.
Chapter 18. Rounding On Your Customers.
The Importance Of Asking The Customer Their What.
Rounding On Customers.
Three Faces Of Rounding.
Deep Impact Rounding.
Chapter 19. Key Words At Key Times.
What Are Key Words.
How To Develop Key Words.
When To Use Key Words Have Even Great Impact.
About Studer Group.
Other Leaderhip Books By Quint Studer adn Studer Group.