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


Product Information

Feature

McGraw-Hill

Product Description

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.

Technical Details
Binding
Hardcover
Number of Pages
312
Product group
Book
Brand
McGraw-Hill
Label
McGraw-Hill Education
Edition
1
Publisher
McGraw-Hill Education
Publication date
June 9, 2008
Author
Leonard L. Berry, Kent D. Seltman
Language
English (Published), English (Original Language)
EAN
9780071590730
ISBN-10
0071590730
Item Dimensions L x W x H
6.2 x 1.1 x 9.2 inches
Item Weight
1.3 pounds
MPN
9780071590730
Manufacturer
McGraw-Hill Education
Studio
McGraw-Hill Education



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