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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 authorsDemonstrate how a great service brand evolves from the core values that nourish and protect itExtrapolate instructive business lessons that apply outside healthcareIllustrate the benefits of pooling talent and encouraging teamworkRelate historical events and perspectives to the present-day Mayo ClinicShare inspiring stories from staff and patientsAn innovative analysis of this exemplary institution, Management Lessons from Mayo Clinic presents a proven prescription for creating sustainable service excellence in any organization.
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Previews available in: English
Subjects
Administration, Business, General Hospitals, History, History, 20th Century, History, 21st Century, Hospital Administration, Hospitals, Hospitals, General, Leadership, Management, Mayo Clinic, Nonfiction, Success in business, Mayo clinic, Medical care, Customer services, Customer relations, Medical centersPlaces
Minnesota, United StatesEdition | Availability |
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Management Lessons from Mayo Clinic
2008, McGraw-Hill
Electronic resource
in English
0071590749 9780071590747
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Libraries near you:
WorldCat
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2
Management lessons from Mayo Clinic: inside one of the world's most admired service organizations
2008, McGraw-Hill
in English
0071590730 9780071590730
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Libraries near you:
WorldCat
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- Created June 17, 2010
- 4 revisions
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September 29, 2021 | Edited by ImportBot | import existing book |
August 4, 2012 | Edited by VacuumBot | Updated format 'electronic resource' to 'Electronic resource' |
June 19, 2010 | Edited by ImportBot | Added new cover |
June 17, 2010 | Created by ImportBot | Imported from marc_overdrive MARC record |