Health Care Managers in Transition

WENDY LEEBOV is currently associate vice president of human resources for the Albert Einstein Healthcare Network in Philadelphia, where she is responsible for organizational learning and performance enhancement strategies.Previously, WAndy was founder and president of the Einstein Consulting Group, a subsidiary of Albert Einstein Healthcare Network that received international recognition for leadership and expertise on service and quality improvement stategies in health care. WAndy is a nationally recognized speaker, author, and consultant, having written five books on service and quality improvement, including Service Quality Improvement: The Customer Satisfaction Strategy for Health Care and Healthcare Managers in Transition (with Gail Scott), and Patient Satisfaction: A Guide to Practice Enhancement (with Gail Scott and Michael Vergare, MD). WAndy has her BA degree from Oberlin College, as well as her master's and doctoral degrees in education from the Harvard Graduate School of Education.

• A New Era for Health Care Managers. From a Provider to a Customer Orientation. From Getting By to Raising Standards. From Directing to Empowering Your Staff. From Employee as ExpAndable Resource to Employee as Customer. From Reactive to Proactive Behavior. From Tradition and Safety to Experimentation and Risk. From Busyness to Results. From Turf Protection to Teamwork Across Lines. From "We-They'' Thinking to Organizational Perspective. From Cynicism to Optimism. Gaining Organizational Support for Making Role Changes. Achieving Personal and Organizational Success.