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

© 2017
by Leonard Berry, Kent Seltman

1st Edition Active, In-Print 304 Pages Paperback / softback
9781260011838 1260011836

  • Description
  • Table of Contents

The leader's guide to building a service powerhouse using the approach that made Mayo Clinic the #1 Hospital in America

Mayo Clinic is among the best service organizations in the world. It fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. This classic business guide explains the methods behind Mayo Clinic's success and delivers universal lessons to business leaders in any service organization.

Management Lessons from Mayo Clinic provides a close examination of the operating principles guiding every management decision at this legendary institution. The authors explain how the Clinic implements and maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge. Each chapter concludes with a section titled "Lessons for Managers."

You?ll learn how to apply the Clinic's winning methods to your own organization: business concepts that produce stellar results, effective organizational efficiency, and world-class interpersonal service.


Chapter 1: The 100-Year Brand

Chapter 2: Preserving a Patient-First Legacy

Chapter 3: Practicing Team Medicine

Chapter 4: Practicing Destination Medicine

Chapter 5: Partnering for Leadership

Chapter 6: Hiring for Values-and Talent

Chapter 7: Orchestrating the Clues of Quality

Chapter 8: Creating, Extending, and Protecting the Brand

Chapter 9: Investing in Tomorrow's Organization

Chapter 10: Realizing Human Potential



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