Hardwiring Excellence: Purpose, Worthwhile Work, Making a Difference

Please allow this be my first hardwired Thank You! Thank you Mr Studer for writing an inspiring and positive book. Really, it is a manual for acheiving results, backed up by personal experience and successes. This program approaches customer service and quality through voluntary participation of employees. It is a self-sustaining quality improvement program fueled by politeness, positivity and genuine interpersonal contact regardless of rank. Hardwiring Excellence is complete with actionable instructions that are clear to understand. Soon after finishing this book, I ordered Results That Last.

This is a great book for anyone who wants to set up a successful organization, that is - literally - "hardwired for excellence." The fact that the examples all come from the health care industry is not a problem at all. As an executive who has built 5 very large and very successful sales and support operations in the Hi-Tech industry, let me say that everyone leading an organization should read and STUDY this book!

I ordered "Hardwiring Excellence" for my MBA program and was delighted to receive a copy in excellent condition, just as I hoped. What made this experience truly special, though, was the handwritten note from Becky, the seller. In 2025, handwritten notes feel almost like a lost art, and Becky's words honestly made my day. It’s rare to see that kind of care and personal touch anymore. Thank you, Becky, for going above and beyond—your kindness and attention to detail didn’t go unnoticed, and I’m sincerely grateful. -Nathan

I am a Director in a hospital that uses many of the Studer Group principles. I previously worked with a health sytem that employed the Studer Group to implement Target 100. This is a comprehensive culture change for the health organization whose target is 100 percent patient, physician, and employee satisfaction. I am familiar with the concepts and processes promoted by Mr. Studer. They work. I was given the book at my current facility as part of manager orientation. I read it and thought my team of supervisors could benefit as well; if for nothing more that to know why I focus as I do. The book is great. Mr. Studer takes a component approach to defining the pursuit of excellence. An analagy would be that you can't leave out the transmission when you build a car....all components work together and must be present. I recommend the book as a guide toward excellence. It shows you what is possible when you do the right things. One thing not in the book is the depth of how much you have to do. In reality, however, excellence takes real commitment and real time. If you are looking for step-by-step instructions, you will have to contact the Studer Group. You will be glad you did.

Should be a general management classic. I gave my last copy away. What made me think that was a good idea. Wait, it was. Healthcare still needs this guy’s message!!!

I already own this book and purchased again so I have one in each of my offices. This is a great reference for hospital patient experience processes - easy to understand, easy to implement, with statistically proven results. Quint Studier writes from experience both as a patient as well as a hospital administrator! Definitely worth the read!

This is a great introduction to management especially in healthcare settings. It is relative to today's hospital and healthcare settings. There are situations discussed that routinely take place in healthcare but probably are to are prevalent in other settings, although the lesson can be applied to other careers and vocations as well. It's an easy read and is easy to include in group discussions so that you can get your team on the same page and path and work towards improving customer service, efficiency, teamwork and outcomes.

An excellent book and a "must read" for all healthcare leaders and managers. This is the 3rd time that I have used this book with mostly new and/or inexperienced managers and it never fails to jump-start some excellent discussions and stimulating ideas. Just common sense things that if we committed to doing everyday and requiring the same of all team members, the differences in any organization would be astounding. Nothing magical here, just how to give great care, do the most basic things - answer call lights, show respect, round for outcomes, and show appreciation. The dividends those deposits make are enormous. Try it - you have nothing to lose and so much to gain!

Great read & fast shipping

as expected

This is the first book I read on my latest passion, which is "Patient Safety", all tied in very integrally with overall systems improvement. There is a lot to know and learn, both knowledge and skill, and not at the bedside (critical though that is as well). This is about what organizations can do to keep patients safer and run more efficiently - thankfully, they go hand in hand. And it is widely acknowledged that, despite some impressive gains, we have just started on the long journey to realizing a higher potential. Studer, a former hospital CEO who now runs a "coaching" (more than "consulting") company, has written this book which I found a bit formulaic and repetitive. That does not diminish his own expertise, nor that he shares it in this exposition. His people have said that his company has other works which may be equally worth reading, but Hardwiring Excellence was one of the first and remains their most popular. Compare it with "If Disney Ran Your Hospital" (owned but not yet read) and "Good to Great" about systems in general, not healthcare specifically (consistently recommended for those starting in this field, but I haven't read it yet either). If you're anywhere near health-care, then for the love of all we hold dear, please realize how very much we need this kind of message. Hardwiring Excellence is a great way to start. Near the beginning, when Studer tells the story of struggling to get an under-performing hospital back on track, then i) he went away and got training (!), and after several failed attempts at various initiatives, went back to a floor-nurse he had talked with some months earlier and said something like, "I'm Quint Studer, COO (at that time). So: I work for you. What do you need to do your job better?" Much to his surprise, i) she wanted to do her job better and ii) was able to tell him some concrete things right away which he could implement and see in action. Thus started is own transformation. (And that's important - we all want everyone else to transform, but we have to transform ourselves.) But readers shouldn't fear the "Kumbaya" syndrome. One of the sections of Hardwiring Excellence includes instruction on how to deal with a persistently under-performing manager, and how important it is, if remediation ultimately fails, to fire them! But there are many steps in between, about how to motivate, train and organize workers to higher levels of functioning, working "differently" more than "harder", and that's a message we desperately need to hear ... and incorporate.

Love how it just talk about the concept but he gives you real life examples along with his personal story.

Excellent shape