Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations
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The books on our 2008 shortlist for the Industry Category are: Management Lessons from Mayo Clinic: Inside one of the World's Most Admired Service Organizations by Leonard L. Berry and Kent D. Seltman (McGraw Hill, June 2008) The Mayo brothers established and built "one of the world's most admired service organizations" with solid values and a practicality in operations that is truly clinical. READ FULL DESCRIPTION
Management Lessons From Mayo Clinic: Inside One of the World's Most Admired Service Organizations by Leonard L Berry and Kent D. Seltman, McGraw-Hill, 276 pages, $27. 95, Hardcover, June 2008, ISBN 9780071590730 Over a century ago, a family of doctors in a small Minnesotan town formed an organization that has gone on to touch countless lives. READ FULL DESCRIPTION
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.