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"--
The leader’s guide to building a service powerhouse using the approach that made Mayo Clinic the #1 healthcare system in AmericaMayo 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 offers a rare, up-close look at the best practices that drive Mayo Clinic’s success. By examining the operating principles that guide every management decision at this legendary institution, authors Leonard Berry and Kent Seltman:• 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• Present a proven prescription for creating sustainable service excellenceLearn 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.