- ISBN13: 9780071590730
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Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations
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Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations Overviews
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.
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Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations CustomerReview
The book describes in an easy to read and inspiring tone the way Mayo delivers a truly outstanding client experience in the hardest industry there is - healthcare.
Details: The authors detail the amazing history and evolution of the Mayo Clinic, where the focus on one goal - delivering great healthcare - has allowed the Clinic to alter it tactics dramatically over time.
On an organizational level, the Mayo Clinic has travelled its own path in numerous areas: among them salaries for doctors; becoming a non-profit in the 1930's; purchasing hospitals in the 1980's; business expansions into Managed Care and advanced testing; and geographical expansion into Florida and Arizona. It is an institution unlike all others in the way it operates from the ground up. When you believe in your goal is, it is much easier to take drastic action no-one else is even considering if that helps you achieve your goal.
The strength of the story is how this institution has continually re-defined what healthcare means - in terms of delivering better health care outcomes on an individual level. The authors spend a lot of time describing service as a "performance" and how in this era companies must inspire and engage their employees to continually re-define excellent service.
I have one minor complaint, the book was a little repetitive, and could have been better edited. 30 pages less would have been a lot more.
The Takeaway: If the Mayo Clinic can achieve this level of collaboration and performance - your business can too. Read this book to understand how, and get lots of actionable ideas on how to start.
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