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Binding: HardcoverDewey Decimal Number: 353 EAN: 9780071590730 Edition: 1 ISBN: 0071590730 Label: McGraw-Hill Manufacturer: McGraw-Hill Number Of Items: 1 Number Of Pages: 256 Publication Date: May 19, 2008 Publisher: McGraw-Hill Studio: McGraw-Hill Editorial Review: 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
An innovative analysis of this exemplary institution, Management Lessons from Mayo Clinic presents a proven prescription for creating sustainable service excellence in any organization. Average Rating:
 Rating:  - Management Lessons From Mayo ClinicThis is an excellent book for a Manager in any industry. It's a MUST READ for a Manager in Health Care! Rating:  - smarter than the average bureaucratManagement Lessons from Mayo Clinic is akin to Donald Trump giving tact lessons Bill Clinton and John Edwards giving Monogamy Lessons and Don Rumsfeld and Dick Cheney giving effective War strategy lessons. Mayo Clinic is the New York Yankees of Medicine. Like the Yankees of this decade and the Soviets of the 1980's, Mayo is its own 'Evil Empire' of the Healthcare business. Like the Soviets of the early 80's and the present day NY Yankees, Mayo's deep pockets and exorbitant spending make up for more ... Read More Rating:  - More from a customer expertThis book hardly needs my imprimatur, but I thought I would share my feelings about yet another customer experience book. Just when you thought there were more books on the topic than you could possibly explore, along comes one that I think is unique. Some may think this is just for health-care professionals, but I believe it includes powerful lessons that transcend the industry. The nicest aspects of this book are the stories about just what it takes to establish and maintain great service, even ... Read More Rating: - A must read for anyone in healthcareAn excellent book with practical principles that work and can be applied in any healthcare/service setting, large or small. I like to underline noteworthy thoughts as I read. My problem was that so much of the book was underlined when I finished. I then ordered 30 copies from Amazon to give to team members, plus have recommended this book to a number of others outside our health system. Rating: - A Blueprint for Creating an Excellent & Sustainable Service OrganizationThis book very beautifully and eloquently conveys the heart of service quality and excellence - building, nurturing, and protecting a strong services brand that revolves around the core humane values of integrity and customer respect. The hallmark of this book is the compilation of inspirational real life stories of staff and patients sharing their experiences of the successful customer-focused culture of Mayo Clinic. Moreover, the book very effectively sheds light on the importance of competing for ... Read More |
