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

by Leonard L. Berry, Kent D. Seltman

Overview

The leader’s guide to building a service powerhouse using the approach that made Mayo Clinic the #1 healthcare system 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 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 excellence

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.

Product Details

ISBN-13:	9781260011838
Publisher:	McGraw Hill LLC
Publication date:	05/26/2017
Edition description:	Reissue
Pages:	304
Sales rank:	1,085,313
Product dimensions:	5.90(w) x 8.90(h) x 1.00(d)

About the Author

Leonard L. Berry, PhD, is University Distinguished Professor of Marketing at Mays Business School, Texas A&M University.

Kent Seltman, PhD, is Emeritus Chair of Marketing at Mayo Clinic, having served as Director of Marketing from 1992 to 2006.

Table of Contents

Acknowledgments

Chapter 1: The 100-Year Brand

Chapter 2: Preserving a Patient-First Legacy

Chapter 3: Practicing Team Medicine

Chapter 4: Practicing Destination Medicine

Chapter 5: Partnering for Leadership

Chapter 6: Hiring for Values-and Talent

Chapter 7: Orchestrating the Clues of Quality

Chapter 8: Creating, Extending, and Protecting the Brand

Chapter 9: Investing in Tomorrow's Organization

Chapter 10: Realizing Human Potential

Index