LD #5: Performance Excellence in the Age of Consumerism – Deep Dive

by | Jun 26, 2018

On this show, Ben and Jennifer reflect on the interview during the last show with Chuck Peck, MD President and CEO of Piedmont Athens Regional Medical Center.

Dr. Peck had described for viewers the difference between a consumer and a patient, and the priority Piedmont Athens Regional Medical Center has put on their employees in order to effectively position their health system to become the preferred provider for consumers.

It is an approach outlined in the book “The Patient Comes Second”, written by Britt Berrett and Paul Spiegelman, which Dr. Peck shared had a big impact on his thinking. The outcome is that Piedmont Athens Regional has progressed from a low of 2% on the Press Ganey employee opinion survey to a high of 65% in three years, as they committed to bring all employee positions to living wage levels as well as focusing on other employee-focused initiatives.

In the deep dive, Ben and Jennifer springboard from Dr. Peck’s example describing the effective employee engagement flywheel approach, relating how this approach builds customer loyalty around the measures that matter. Other deep dive topics include a description of servant leadership, authority versus responsibility, and effective accountability.

This is a second concept-packed discussion regarding Performance Excellence in the Age of Consumerism that you will not want to miss!

Performance Excellence in Age of Consumerism


About SOAR Vision Group

The SOAR Vision Group mission is to: Align People with Purpose to Achieve Exceptional Results. SOAR provides best practice strategy execution, business process optimization services, and a structured organizational development approach for organizations to effectively implement the Baldrige Performance Excellence framework. For more information, contact SOAR Vision Group at (888) 294-3303 or visit soarvisiongroup.com.


About the Baldrige Foundation

The mission of the Baldrige Foundation is to ensure the long-term financial growth and viability of the Baldrige Performance Excellence Program, and to support organizational performance excellence in the United States and throughout the world. The Malcolm Baldrige National Quality Award is presented annually by the United States President to organizations that demonstrate quality and performance excellence. For more information, contact the Baldrige Foundation at (202) 559-9195 or visit baldrigefoundation.org.

How can we assist?

Get in touch with one of our advisors, to interact further.

Organizational Hierarchy of Needs

Share This