Management Lessons from Mayo Clinic
Book Title : Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations
Author : Leonard Berry, Kent Seltman
Book Category : Administration & Medicine Economics > Health Care Administration
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.
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The result is a book about how the Clinic’s business concept produces stellar clinical results, organizational efficiency, and interpersonal service.
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* Extrapolate instructive business lessons that apply outside healthcare.
* Relate historical events and perspectives to the present-day Mayo Clinic.
An innovative analysis of this exemplary institution, Management Lessons from Mayo Clinic presents a proven prescription for creating sustainable service excellence in any organization.
?This book is an essential read for those managing labor-intensive, highly interactive service businesses, and offers thought provoking guidance to anyone seeking to build a customer-focused culture.??Berry and Seltman have now defined a new gold standard for service with their extraordinary assessments of the prestigious Mayo Clinic’s service culture and management.??An extraordinary book that provides wonderful lessons in how to build and sustain service excellence in any business organization. The book goes beyond the reputations of Mayo Clinic and offers general principles regarding customer service and other areas that will be useful to managers in many different fields.
This examination of the Mayo Clinic service culture is based on Drs. Berry and Seltman gaining an inside view of the operations and activities of their highly respected clinic. Management Lessons from Mayo Clinic does two things. Stories from patients, providers, and Mayo staff give this book an intimate and accessible feel. While it is an entertaining and insightful read, Lessons from Mayo Clinic is also didactic. This book demonstrates how Mayo Clinic has combined medical competence with a patient orientation. Everyone involved in health care should read it. Why? If you don’t work in health care, this book is essential, because, let’s be honest, if you can get customer service right in health care, you can get it right anywhere. It’s a MUST READ for a Manager in Health Care!
This book hardly needs my imprimatur, but I thought I would share my feelings about yet another customer experience book. This book makes that stupid airplane flight totally unnecessary. Anyone involved in dealing with the public should read this book. An excellent book with practical principles that work and can be applied in any healthcare/service setting, large or small. The hallmark of this book is the compilation of inspirational real life stories of staff and patients sharing their experiences of the successful customer-focused culture of Mayo Clinic. Thats not easy in any service organization. The book is laced with real life stories of what makes Mayo successful. There are many lessons within this book for any service organization. * Deliver services efficiently
This book should be mandatory reading for managers and executives in any service organization.
The Mayo Clinic has attained a level of service that few organizations can achieve, and the secrets of there success are plainly revealed in their book. I would encourage any manager of a service organization to read this book.
