Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System

Dr. Michelli is one of the world’s top authorities on the principles of creating an organizational culture dedicated to service excellence. In Prescription for Excellence, he provides an inside look at an organization that has become the envy of its industry—and explains how you can dominate your own service area by using the same approach. In this book, Michelli shares UCLA Health System’s secret—organization-wide collaboration driven by leaders with a shared vision of unyielding excellence. This is a how-to book with five simple steps to achieve the development of a top-tier patient/customer care program. The adherence to five principles, which Michelli has broken down in the book, has guided UCLA to financial strength, social significance and sustainability. They 1. Commit to Care 2. Leave no Room for Error 3. Make the Best Better 4. Create the Future 5. Service Serves Us “The profits from this book will be donated to the UCLA Operation Mend program, “an extraordinary collaboration between the surgeons and staff of UCLA Health System and Brooke Army Medical Center.” This program offers reconstructive and aesthetic surgery for Marines and soldiers who have been injured in Iraq and Afghanistan with severe burns and disfiguring injuries. For many of the patients in the Operation Mend program, the care they receive at UCLA restores hope and a sense of normalcy to their lives.“ - Joseph Michelli, Ph.D.