Title: Executive Director of Cancer Care Services
Product review: I find Quint's work to be simple, straightforward and practical. So many books give theory and platitudes and never get down to the nitty gritty action items and verbal responses. Although these lessons come directly out of health care, I believe the knowledge is transferable for other service industries. Like any program you have to take the template and make it your own for your unique set of circumstances. The one area, I believe could evolve is the basic 5 or 6 Pillar system that organizations focus- Quality, People, Growth, Finance, Service. Others have suggested flaws in this horizontal structure, which does not allow for any prioritization as well as using less subjective terms. For example using terms like Safety, Courtesy, and Efficiency in that order give front line staff a priority in their decision making with concrete terms.
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