| View Larger Image | Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations | Hardcoverby Leonard Berry (Author), Kent Seltman (Author)
| List Price: | $27.95 | | Price: | $18.45 | | You Save: | $9.50 (34%) | | | Available: | Usually ships in 24 hours |
| | Binding: | Hardcover | | Publisher: | McGraw-Hill | | Edition: | 1st Edition | | Page Count: | 256 Pages | | Publication Date: | May 19, 2008 | | Sales Rank: | 71,111st |
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FEATURES | - ISBN13: 9780071590730
- Condition: NEW
- Notes: Brand New from Publisher. No Remainder Mark.
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EDITORIAL REVIEWS |
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 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. |
CUSTOMER REVIEWS (Average Customer Rating: 4.5 based on 15 reviews)
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A transforming read for service providers by steven ovu (USA)  5 Stars
October 08, 2009
As your flip the pages, you quickly realize a well structured book that causes you to pause and reflect on the insightful words of management through service. As a medical student in search for knowledge expansion in business management, I found the lessons learned from Mayo Clinic to be a useful tool in equipping me with successful strategies to follow and pitfalls to avoid in creating the capacity of service I look forward to providing.
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The Mayo: Why Screening for Compassion, Competence, Contribution and Collaboration Matters by Bohdan Sirant 5 Stars
May 04, 2009
The Mayo Clinic is first and foremost an empathic and compassionate physician-led organization that is guided by the persisting and unwavering vision, mission, objectives, goals, and values laid down by its founders.
The Mayo Clinic's guiding principle has been "the needs of the patient come first" and has been backed up by a corresponding model of quality care, tradition and culture.
The authors have done a great job explaining, with historical accounts, numerous anecdotes and testimonials, why the Mayo Clinic has stuck to its principles when so many other organizations have drifted into mediocrity, degenerated, lost their way, or worse gone "psychopathic" (as described in The Corporation: The Pathological Pursuit of Profit and Power by Joel Bakan.)
While many of the corporations associated with the recent financial debacles have been associated with white collar psychopaths (as described in Snakes in Suits: When Psychopaths Go to Work by Paul Babiak and Robert Hare), the Mayo Clinic has for decades worked hard to attract the very opposite kind of person. The Mayo Clinic has, with great determination and purpose, screened out those whose values are antithetical to highly compassionate and ethical multidisciplinary competence, contribution, and collaboration.
The enduring and critical importance of selectively hiring only people with values and motivations aligned with those set down by the founders has been convincingly emphasized as a key to the legendary and peerless Mayo Clinic reputation.
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CD series on living with cancer by wichambers (Eau Claire, WI, USA)  4 Stars
April 20, 2009
I didn't find this series as valuable as the first, but it still holds many pearls of wisdom and support for the journey of cancer.
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Healthcare Administrators and Managers: Read this Book by Dan Dunlop, Healthcare Marketer (Chapel Hill, NC USA) 4 Stars
March 15, 2009
Earlier this year, at the Forum on Customer Based Marketing Strategies, I sat in on a presentation by Len Berry and Kent Seltman, the authors of Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations. After their presentation I attended the book signing, met the authors, and had the opportunity to speak with them about their views on customer service in healthcare.
Well, after two crazy months, I finally finished their book this weekend. In my opinion, it is a must read for anyone working in management within a healthcare organization. The story they tell isn't complex; in fact, it is powerful in its simplicity. The model that Mayo Clinic follows is simple in concept - but far more difficult in execution. The notion that the patient comes first and everything is built around that principle, seems so obvious, as does the concept of integrated care. But the truth is, many organizations fall short of these ideals.
Here's a quote from the text that tells part of the story:
"The century-old Mayo Cinic brand thrives today, not only because one of its founders defined its values in 1910 but also because those values are renewed every day in surprisingly sensitive service delivered to thousands of patients and their families. The stories of great service also touch the heart of Mayo Clinic employees and give meaning to their work - a bonus of personal significance added to the biweekly salary deposits in their bank accounts." (Source: Management Lessons from Mayo Clinic, p. 47)
In their chapter on "Preserving a Patient-First Legacy" the authors outline four lessons for managers to take away for Mayo Clinic's experience:
1. "The real values of an organization are the values lived."
2. "A humane value resonates."
3. "Substance trumps rhetoric."
4. "Core values rarely change but their effective implementation requires change."
You don't even need to read the book to understand these lessons. They are simple, yet profound. Go to Amazon.com today and order a copy for yourself - and then share it with your management team! The walk the walk.
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Combining medical competence with a patient orientation by Linda Ferrell (Albuquerque, NM) 5 Stars
November 10, 2008
As professors of marketing at the University of New Mexico, OC and Linda Ferrell recommend this book to anyone that manages a service organization. In addition to being one of the most renowned healthcare facilities in the world, the famed Mayo Clinic is also a highly successful business. With its motto "putting the needs of the patient first" guiding its every move, Mayo Clinic has built a large and loyal customer base. In their book Management Lessons from Mayo Clinic, marketing professor Leonard Berry and former director of marketing for Mayo Clinic Kent Seltman take readers inside this longstanding and venerable institution. Through eloquent prose, this book chronicles Mayo Clinic's history from its beginnings in Rochester, MN to its current status as one of the largest not-for-profit medical group practices in the world. This book is more than a mere history, however. It provides readers with practical standards that can be applied to both large and small healthcare settings. The book goes beyond the reputations of Mayo Clinic and offers general principles regarding customer service and other areas that will be useful to managers in many different fields.
This examination of the Mayo Clinic service culture is based on Drs. Berry and Seltman gaining an inside view of the operations and activities of their highly respected clinic. Guided by Dr. Berry's marketing background, research findings from personal interviews with physicians, nurses, managers, clinicians, staff and patients demonstrate the values, norms and artifacts of a complex service organization. Management Lessons from Mayo Clinic does two things. First, it puts the institution in an historical context, providing detail on how the brand was created. It then provides insight in the culture that has allowed the clinic to expand far beyond its home base. From the start, Mayo has been based on traditional, practical values that have been upheld through relentlessly consistent application, even as its fame has grown by leaps and bounds. Stories from patients, providers, and Mayo staff give this book an intimate and accessible feel. While it is an entertaining and insightful read, Lessons from Mayo Clinic is also didactic. Each chapter provides important insights into the healthcare industry, and summaries that will prove helpful to managers in numerous disciplines.
This book demonstrates how Mayo Clinic has combined medical competence with a patient orientation. Many organizations concerned about relationships with their customers can learn how to develop a culture that exceeds customer/patient expectations and earns loyalty from all stakeholders. While this is a book that is ostensibly for managers in the healthcare industry, the lessons offered will resonate across many fields. Management Lessons from Mayo Clinic is a page-turner that is valuable for the insights it offers into the healthcare industry, and for the lessons offered to managers of all stripes.
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