I recently finished reading Service Fanatics by Dr James Merlino, MD former Chief Experience Office with Cleveland Clinic. I also read The Cleveland Way by Dr. Toby Cosgrove, their CEO. The following links provide some more context to the books. Service Fanatics, The Cleveland Clinic Way. These are two great reads for anyone interested in Organizational Transformation.
Cleveland Clinic transformed from a hospital ranked near the bottom for patient satisfaction to one that is now a leader in that area. Service Fanatics shows how did Cleveland Clinic turned itself around so effectively and so quickly. Here's an interesting article on HBR about the clinic you might also enjoy reading: Health Care’s Service Fanatics - HBR .