Management Lessons from Mayo Clinic: Inside One of the World’s Most Admired Service Organizations
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.
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LibraryThing ReviewUser Review - Semaj666 - LibraryThing
Rarely do you get a chance to look inside a healthcare institution and see how it works; yet you get that opportunity with this book. Think twice before you say this is a lot of hype and hyperbole ... Read full review
Chapter 2 Preserving a PatientFirst Legacy
Chapter 3 Practicing Team Medicine
Chapter 4 Practicing Destination Medicine
Chapter 5 Partnering for Leadership
Chapter 6 Hiring for Valuesand Talent
Chapter 7 Orchestrating the Clues of Quality
Chapter 8 Creating Extending and Protecting the Brand
Chapter 9 Investing in Tomorrows Organization
Chapter 10 Realizing Human Potential
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Management Lessons from Mayo Clinic: Inside One of the World's Most Admired ...
Kent D. Seltman,Leonard L. Berry
No preview available - 2017