In the Art of Project Management, you'll learn how toplan, manage, and lead projects from a veteran manager of software and web development. This personal account of hard lessons learned over a decade of work in the industry distills complex concepts and challenges into practical nuggets of useful advice. Inspiring funny, honest, and compelling, this is the book you and your team need to have within arm's reach for your current and future projects.
Introduction : from ouch! to wow! -- In search of competitive advantage -- Committing to the mission -- Maintaining a balanced approach : pillars of operational excellence -- Fueling employee-driven culture change -- Engaging your workforce : communicate, communicate, communicate! -- Selecting the best employees -- Maximizing employee loyalty -- Celebrating successes through reward and recognition -- Maintaining quality through service teams -- Scripting for superior service -- Developing rounding and service recovery techniques -- Establishing ongoing leadership training -- Building a culture that holds employees accountable -- Beyond Baptist health care : other systems on the journey to wow! -- Appendix: What about the physicans?