The Human Touch: Today's Most Unusual Program for Productivity and Profit

Arnold is president of the Centennial Medical Center in Nashville, Tenn., the nation's largest medical center and the flagship institution of the Hospital Corporation of America, a leading for-profit, health-care company. He and Plas ( Working Up a Storm ), a Vanderbilt University psychology professor, here enthusiastically examine the ``person-centered quality-improvement'' program effected by Arnold's management style, which is symbolized by his open-to-all, doorless office. Citing improved morale, increased efficiency and greater profitability, the authors describe how indifferent auto-parking valets, for example, became cheerful and accomodating after Arnold showed a personal interest in their problems. Similar results were noted with workers handling complex medical records and billing complaints. Such a reversal of the usual pattern of corporate efficiency programs leaves the reader bemused, enlightened and nearly convinced. Author tour. (May)