Management Lessons from Mayo Clinic : Inside One of the World's Most Admired Service Organizations Hardback
Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees.
Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman explain how the Clinic implements and maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge - invaluable lessons for managers and service providers of all industries.
Drs. Berry and Seltman had the rare opportunity to study Mayo Clinic's service culture and systems from the inside by conducting personal interviews with leaders, clinicians, staff, and patients, as well as observing hundreds of clinician-patient interactions.
The result is a book about how the Clinic's business concept produces stellar clinical results, organizational efficiency, and interpersonal service. By examining the operating principles that guide every management decision at this legendary healthcare institution, the authors Demonstrate how a great service brand evolves from the core values that nourish and protect it Extrapolate instructive business lessons that apply outside healthcare Illustrate the benefits of pooling talent and encouraging teamwork Relate historical events and perspectives to the present-day Mayo Clinic Share inspiring stories from staff and patients An innovative analysis of this exemplary institution, Management Lessons from Mayo Clinic presents a proven prescription for creating sustainable service excellence in any organization.
- Format: Hardback
- Pages: 312 pages, Illustrations, ports.
- Publisher: McGraw-Hill Education - Europe
- Publication Date: 01/06/2008
- Category: Customer services
- ISBN: 9780071590730
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Review by Semaj666
Rarely do you get a chance to look inside a healthcare institution and see how it works; yet you get that opportunity with this book. Think twice before you say this is a lot of hype and hyperbole, since there are too many stories that back up the foundations of the book. I have experienced Mayo over the past 20 years as an outsider, as a patient but never as an employee and from my perspective, I find this book faithful to the facts. Mayo is an amazing place, so relax and enjoy learning about a great institution. The book is well written with stories and summaries that keep the management principles in focus. Whatever you do don't cheat and read the last chapter first.