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

CHAPTER11Sustainable Success through Service without Bounds

A life is not important except in the impact it has on other lives.

—JACKIE ROBINSON

In business, leaders often compartmentalize the groups that they serve. They use a wide range of labels to distinguish among those groups, such as employees, customers, prospects, leads, board members, and stockholders. On occasion, there are natural tensions that emerge between these constituencies. For example, the pursuit of return on the shareholders’ investment can lead to compromises in the customers’ experience. While competing interests do surface, great leaders understand that business success can often be reduced to “profiting people through people.” UCLA’s commitment to profiting a wide cross ...