Management Lessons from the Mayo Clinic (PB)

by Leonard L. Berry, Kent D. Seltman

Overview

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.

Product Details

ISBN-13:	9780071590747
Publisher:	McGraw Hill LLC
Publication date:	05/31/2008
Sold by:	Barnes & Noble
Format:	eBook
Pages:	256
Sales rank:	893,641
File size:	4 MB

About the Author

Leonard Berry, PhD, is Distinguished Professor of Marketing, and holds the M.B. Zale Chair in Retailing and Marketing Leadership in the Mays Business School at Texas A&M University. He is also Professor of Humanities in Medicine, College of Medicine, Texas A&M Health Science Center. Dr. Berry is the author of several service quality bestsellers and the recipient of the 2007 American Marketing Association/Irwin/McGraw-Hill Distinguished Marketing Educator Award and the 2008 Paul D. Converse Award.

Kent Seltman, PhD, served as director of marketing at Mayo Clinic from 1992 through 2006. With more than 25 years of experience in healthcare marketing, Dr. Seltman writes and lectures frequently on marketing and branding. He also served as editor of Marketing Health Services, published by the American Marketing Association.

Table of Contents

Acknowledgments     xi
The 100-Year Brand     1
Preserving a Patient-First Legacy     19
Practicing Team Medicine     49
Practicing Destination Medicine     67
Partnering for Leadership     93
Hiring for Values-and Talent     131
Orchestrating the Clues of Quality     159
Creating, Extending, and Protecting the Brand     185
Investing in Tomorrow's Organization     223
Realizing Human Potential     251
Index     267