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The Lakeland Health centre in Michigan state of USA, can be cited as a perfect example of a place where innovation occurred due to warmth of the heart rather than technically detailed plans. The health centre was very well run by all accounts yet was not performing very well in public polls, and thus the CEO felt the need to innovate. He asked all employees to function with empathy. Thus at every level, employees started developing personal touch with patients admitted. The centre couldn’t scale up much financially, yet showed a remarkable turnaround as patients started giving much better feedback. SO while processes and operations were always smooth, what really turned the tide in the favour of the health centre was the human touch and empathy which troubled patients could now feel with the staff of the place.

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