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

Berry, Leonard L.

Softcover

ISBN 10: 0071621539 ISBN 13: 9780071621533

Publisher: McGraw-Hill, 2010

Synopsis

The author explains how the Mayo Clinic's motto of putting the needs of the patient first is an operating principle that guides every management decision and shows how to apply that principle to expand any business's customer base.

About this title

Review

Concrete exampes of approaches that work at this remarkably successful healthcare institution. --Business Strategy Review, March 2011

From the Back Cover

Prescriptions for Service Success

“Quite possibly the most important management book to appear in more than a decade...essential reading for the leaders of any type of organization.”-Gerald Zaltman, PhD, author of How Customers Think

“This book reads like a thriller taking you into the heart of a great organization and peeling off, layer by layer, the secrets of creating incomparable performance for your customers and your partners. It should be read by everyone in business.”-Philip Kotler, Ph.D., S.C. Johnson & Son Distinguished Professor of International Marketing, Kellogg School of Management, Northwestern University

“A landmark. Through deep study, respectful listening, and eloquent reporting, the authors connect 'service success' to the very core of healthcare's mission and to the very soul of the healthcare workforce.”-Donald M. Berwick, M.D., MPP, president and CEO, Institute for Healthcare Improvement

“This book is an essential read for those managing labor-intensive, highly interactive service businesses, and offers thought provoking guidance to anyone seeking to build a customer-focused culture.”-George Day, Ph.D., Geoffrey T. Boisi Professor and codirector, Mack Center for Technological Innovation, Wharton School, University of Pennsylvania

“Berry and Seltman have now defined a new gold standard for service with their extraordinary assessments of the prestigious Mayo Clinic's service culture and management.”-James D. Rogers, chairman/CEO, Kampgrounds of America Inc.

“An extraordinary book that provides wonderful lessons in how to build and sustain service excellence in any business organization. It also offers superb insights on how unshakable core values can drive a successful culture.”-Stephen W. Brown, Ph.D., Executive Director, Center for Services Leadership, W.P. Carey School of Business, Arizona State University

Edition details

• Publisher: McGraw-Hill
• Publication date: 2010
• Language: English
• ISBN 10: 0071621539
• ISBN 13: 9780071621533
• Binding: Paperback
• Number of pages: 256