"This is must reading for all individuals who want to capture the essence of customer service and the hearts of their employees. The additional reward will be improved operational performance."--Quint Studer, president, Baptist Hospital, Inc. "A totally inclusive book with example after example of how to prioritize your customer satisfaction actions that will give the greatest return on your investment. After using these helpful how-to's for the past year and experiencing the result, I highly recommAnd it. Total Customer Satisfaction works!" --John Schwartz, chief executive, Trinity Hospital/Advocate Health Care "A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical 'action plan' format, Sherman challenges the reader to think about solutions, not just ideas." --Irwin Press, president, Press, Ganey Associates, Inc. "Whether you're a CEO, a caregiver, or simply someone who cares about the results of service initiatives, you'll find plenty of great ideas in this book." --Mark C. Clement, president and CEO, Holy Cross Hospital, and winner of the 1994 AHA Great Comebacks Award, the 1996 International Enterprise Award for Customer Satisfaction, and the 1998 Global Best Practices Award for Customer Service "This timely book drives the point home and provides a structure to help health care organizations go beyond just measuring; to move from listening to responding." --Jerry Seibert, president, Parkside Associates
Practical option strategies for the new post-crisis financial market Traditional buy-and-hold investing has been seriously challenged in the wake of the recent financial crisis. With economic and market uncertainty at a very high level, options are still the most effective tool available for managing volatility and downside risk, yet they remain widely underutilized by individuals and investment managers. In Options for Volatile Markets, Richard Lehman and Lawrence McMillan provide you with specific strategies to lower portfolio volatility, bulletproof your portfolio against any catastrophe, and tailor your investments to the precise level of risk you are comfortable with. While the core strategy of this new edition remains covered call writing, the authors expand into more comprehensive option strategies that offer deeper downside protection or even allow investors to capitalize on market or individual stock volatility. In addition, they discuss new offerings like weekly expirations and options on ETFs. For investors who are looking to capitalize on global investment opportunities but are fearful of lurking "black swans", this book shows how ETFs and options can be utilized to construct portfolios that are continuously protected against unforeseen calamities. * A complete guide to the increased control and lowered risk covered call writing offers active investors and traders * Addresses the changing investment environment and how to use options to succeed within it * Explains how to use options with exchange-traded funds Understanding options is now more important than ever, and with Options for Volatile Markets as your guide, you'll quickly learn how to use them to protect your portfolio as well as improve its overall performance.
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