Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations

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Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations Pub. Date: 5/19/2008 Publisher: McGraw-Hill Companies, The

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Overview

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.

Product Details

ISBN-13: 9780071590730
Publisher: McGraw-Hill Companies, The
Publication date: 5/19/2008
Edition number: 1
Pages: 256
Sales rank: 115,178
Product dimensions: 6.00 (w) x 9.10 (h) x 1.20 (d)

Meet the Author

Leonard Berry, PhD, is Distinguished Professor of Marketing, and holds the M.B. Zale Chair in Retailing and Marketing Leadership in the Mays Business School at Texas A&M University. He is also Professor of Humanities in Medicine, College of Medicine, Texas A&M Health Science Center. Dr. Berry is the author of several service quality bestsellers and the recipient of the 2007 American Marketing Association/Irwin/McGraw-Hill Distinguished Marketing Educator Award and the 2008 Paul D. Converse Award.

Kent Seltman, PhD, served as director of marketing at Mayo Clinic from 1992 through 2006. With more than 25 years of experience in healthcare marketing, Dr. Seltman writes and lectures frequently on marketing and branding. He also served as editor of Marketing Health Services, published by the American Marketing Association.

Ch. 1 The 100-year Brand 1

Ch. 2 Preserving a Patient-First Legacy 19

Ch. 3 Practicing Team Medicine 49

Ch. 47 Practicing Destination Medicine 67

Ch. 5 Partnering for Leadership 93

Ch. 6 Hiring for Values - And Talent 131

Ch. 7 Orchestrating the Clues of Quality 159

Ch. 8 Creating, Extending, and Protecting the Brand 185

Ch. 9 Investing in Tomorrow's Organization 223

Ch. 10 Realizing Human Potential 251

Index 267

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Anonymous

Posted August 22, 2008

Contrarian Thinking

Management Lessons from Mayo Clinic is akin to Donald Trump giving tact lessons Bill Clinton and John Edwards giving Monogamy Lessons and Don Rumsfeld and Dick Cheney giving effective War strategy lessons. Mayo Clinic is the New York Yankees of Medicine. Like the Yankees of this decade and the Soviets of the 1980's, Mayo is its own 'Evil Empire' of the Healthcare business. Like the Soviets of the early 80's and the present day NY Yankees, Mayo's deep pockets and exorbitant spending make up for more than its share of Management mistakes. Its Assembly line heathcare model and constant harping about expenses hardly makes it a needs of the patient come first healthcare organization. Like so many other businesses including the 'evil' Insurance Companies, it is all about the bottom line at Mayo. Many former Physicians and staff have said so. When you have a management and decision making system that closely, if not identically, resembles Washington DC, you are if for trouble. Layer after layer of bureaucracy, committees, sub-committees, focus groups, polarizing board members, and the like are firmly embeded in the Mayo Culture. As Washington DC is broken, so is the Mayo Management and decision making model. I'm not saying you should not read this book, I think you should read it. If I am a young Program Director, Manager, Administrator, Nurse Manager, Supervisor, Department Head, etc. I would read this book and then immediately read 'Moneyball' by Michael Lewis, and Rule #1 Investing by Phil Towne. I would look at the Mayo way and do just the opposite whenever and wherever I could. Many if not all Healthcare Institutions can't compete with Mayo's deep pockets, so if you do business and run your ship like they do, you are doomed. There are inefficiencies in any market, you just have to work hard to find them and take advantage when you do. Look for ways that the conventional wisdom is wrong and do the opposite. The two books mentioned above will help you do this. Take a Paul Voker approach to your healthcare management decisions. Don't get me wrong, I'm not saying Mayo Clinic has bad healthcare providers, bad technology, bad equipment, bad people, etc. I'm saying it is a bogged down, social engineering, bueracratic nightmare. Mayo better hope there is not a Billy Beane or Phil Towne of healthcare lurking on the horizon in another competing organization. If there is, they better adapt quickly or they will be in trouble, big trouble.

1 out of 1 people found this review helpful.
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Brien_Convery

Posted March 25, 2010

more from this reviewer

IBM Competitive Edge Book Club Selects Book in Q4 2008

The IBM Competitive Edge Book Club is open to all Sales professionals at IBM. "Management Lessons from the Mayo Clinic" was our Q4 2008 book club selection. The overall feedback from the members was very good to great. In the feedback from the members, we ask them the question - "What will you do differently in your job since your study of this book?" Some of the replies directly from the members included:

- "Re-invigorated my focus on "DELIGHTING" my customer, and taking the lead with the entire team to achieve that with my customers."

- "Practice the art of majoring "in the minor""

- "The book and the discussion with the authors has reinforced my desire to delight my Customers by exceeding their expectations (rather than just meeting them) and I will translate some of the examples and experiences from Mayo into my interactions with my Clients."

- "It brought to my awareness the importance of the different types of quality clues - I'll try to incorporate some of those concepts in my work."

- " I will leverage the author's analysis and some of the lessons learned at the Mayo Clinic to improve my team's overall culture so that our field reps exceed customer expectations and increase buying loyalty."

Thank you to Kent Seltman and Len Berry for being apart of the IBM Competitive Edge Book Club experience and for writing such a meaningful and impactful book that we all can relate to on many levels.

Best Regards,
Brien Convery
IBM Global Workforce Partner and Competitive Edge Book Club Leader
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Posted September 30, 2010

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