4.6. Question 3: WHAT DOES THE CUSTOMER VALUE?
Jim Kouzes
Everything exemplary leaders do is about creating value for their customers.
That is exactly the perspective Patricia Maryland took when she came on board as president of Sinai-Grace Hospital, in Detroit, Michigan. When Patricia arrived, she found a hospital in distress. Sinai-Grace was the one hospital remaining after a series of mergers, and all the "slashing and burning" had left the staff feeling angry and distrustful. But even after all the cuts, the hospital was still losing money. Sinai-Grace was an organization not only looking for new leadership but also searching for a new identity.
One of the first things Patricia noticed was that employees mostly related to the way things ...
Get The Five Most Important Questions: You Will Ever Ask About Your Organization now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
