Management lessons from Mayo Clinic : inside one of the world's most admired service organizations

"The leader's guide to building a service powerhouse using the approach that made Mayo Clinic the #1 Hospital in America. Mayo Clinic is among the best service organizations in the world. It fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. This classic business guide explains the methods behind Mayo Clinic's success and delivers universal lessons to business leaders in any service organization. Management Lessons from Mayo Clinic provides a close examination of the operating principles guiding every management decision at this legendary institution. The authors explain how the Clinic implements and maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge. Each chapter concludes with a section titled "Lessons for Managers." You'll learn how to apply the Clinic's winning methods to your own organization: business concepts that produce stellar results, effective organizational efficiency, and world-class interpersonal service"-- Provided by publisher 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 Are Able To: (1) Demonstrate How A Great Service Brand Evolves From The Core Values That Nourish And Protect It; (2) Extrapolate Instructive Business Lessons That Apply Outside Healthcare; (3) Illustrate The Benefits Of Pooling Talent And Encouraging Teamwork; (4) Relate Historical Events And Perspectives To The Present-day Mayo Clinic; And (5) 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. The 100-year Brand -- Preserving A Patient-first Legacy -- Practicing Team Medicine -- Practicing Destination Medicine -- Partnering For Leadership -- Hiring For Values-and Talent -- Orchestrating The Clues Of Quality -- Creating, Extending, And Protecting The Brand -- Investing In Tomorrow's Organization -- Realizing Human Potential. Leonard L. Berry, Kent D. Seltman. Includes Bibliographical References And Index. This is the first inside look at one of the world's most admired organizations, and the management practices that have made it great. With annual earnings exceeding billion, the Mayo Clinic isn't just one of the world's most successful health care facilities, but one of its most successful businesses. In "Management Lessons from Mayo Clinic", service business guru Leonard L. Berry explains how "Putting the needs of the patient first" is more than just the Clinic's motto, but an operating principle that guides every management decision. More importantly, he shows how to apply that principle to expand your business's customer base and earn fierce, undivided customer loyalty This is the first inside look at one of the world's most admired organizations, and the management practices that have made it great. With annual earnings exceeding $6 billion, the Mayo Clinic isn't just one of the world's most successful health care faci