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

ISBN-10: 0071590730
ISBN-13: 9780071590730
Edition: 2008
List price: $32.00 Buy it from $4.95
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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  More...

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Book details

List price: $32.00
Copyright year: 2008
Publisher: McGraw-Hill Education
Publication date: 6/9/2008
Binding: Hardcover
Pages: 312
Size: 6.50" wide x 9.25" long x 1.00" tall
Weight: 1.298
Language: English

"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.

Dr. Leonard L. Berry holds the JCPenney Chair of Retailing Studies at Texas A&M University. A former National President of the American Marketing Association, he is the author of 13 books on services marketing and quality service.

Acknowledgments
The 100-Year Brand
Preserving a Patient-First Legacy
Practicing Team Medicine
Practicing Destination Medicine
Partnering for Leadership
Hiring for Values-and Talent
Orchestrating the Clues of Quality
Creating, Extending, and Protecting the Brand
Investing in Tomorrow's Organization
Realizing Human Potential
Index

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