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.

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Product Details

• Amazon Sales Rank: #14934 in Books
• Published on: 2008-05-19
• Original language: English
• Number of items: 1
• Binding: Hardcover
• 256 pages

From the Back Cover

Prescriptions for Service Success

“Quite possibly the most important management book to appear in more than a decade…essential reading for the leaders of any type of organization.”-Gerald Zaltman, PhD, author of How Customers Think

“This book reads like a thriller taking you into the heart of a great organization and peeling off, layer by layer, the secrets of creating incomparable performance for your customers and your partners. It should be read by everyone in business.”-Philip Kotler, Ph.D., S.C. Johnson & Son Distinguished Professor of International Marketing, Kellogg School of Management, Northwestern University

“A landmark. Through deep study, respectful listening, and eloquent reporting, the authors connect 'service success' to the very core of healthcare's mission and to the very soul of the healthcare workforce.”-Donald M. Berwick, M.D., MPP, president and CEO, Institute for Healthcare Improvement

“This book is an essential read for those managing labor-intensive, highly interactive service businesses, and offers thought provoking guidance to anyone seeking to build a customer-focused culture.”-George Day, Ph.D., Geoffrey T. Boisi Professor and codirector, Mack Center for Technological Innovation, Wharton School, University of Pennsylvania

“Berry and Seltman have now defined a new gold standard for service with their extraordinary assessments of the prestigious Mayo Clinic's service culture and management.”-James D. Rogers, chairman/CEO, Kampgrounds of America Inc.

“An extraordinary book that provides wonderful lessons in how to build and sustain service excellence in any business organization. It also offers superb insights on how unshakable core values can drive a successful culture.”-Stephen W. Brown, Ph.D., Executive Director, Center for Services Leadership, W.P. Carey School of Business, Arizona State University

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.

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Customer Reviews

From someone who spent 25 years with Mayo Clinic
I retired from Mayo Clinic 5 years ago, after spending 25 years with the organization in senior administrator capacities. I now live in Bellingham, WA, where I mentioned this book to the administrator of our local hospital and VP of a high-quality regional healthcare system. She said she had it on the top of her "to read" pile, but before doing so, she asked, "Is it true?"

My answer is a resounding, "Yes!" Kent Seltman was a colleague of mine for a number of years, and I'm so grateful that he and Dr. Berry took on this book. I personally know 90% of those quoted in the book and can vouch not only for their comments, but their personal integrity. For me, it was like a walk back through my career. What a gift.

Mayo Clinic is an amazing, though as mentioned, not a perfect place. I was continually in awe of the complexity and quality of the organization while I was there, and the feeling is only amplified after reading this book.

More from a customer expert
This book hardly needs my imprimatur, but I thought I would share my feelings about yet another customer experience book. Just when you thought there were more books on the topic than you could possibly explore, along comes one that I think is unique. Some may think this is just for health-care professionals, but I believe it includes powerful lessons that transcend the industry. The nicest aspects of this book are the stories about just what it takes to establish and maintain great service, even when you're one of the most respected 'brands' in the world. I used to live in Rochester, NY, and once made the dopey mistake of flying from O'Hare to Rochester, MN. I thought, 'Since I'm here, I might as well go to the Mayo Clinic, which I have always wanted to see.' This book makes that stupid airplane flight totally unnecessary. Anyone involved in dealing with the public should read this book. Maybe the lessons aren't totally fresh, but we need to be reminded of them constantly. Isn't that why we go to church on Sunday?

A Blueprint for Creating an Excellent & Sustainable Service Organization
This book very beautifully and eloquently conveys the heart of service quality and excellence - building, nurturing, and protecting a strong services brand that revolves around the core humane values of integrity and customer respect. The hallmark of this book is the compilation of inspirational real life stories of staff and patients sharing their experiences of the successful customer-focused culture of Mayo Clinic. Moreover, the book very effectively sheds light on the importance of competing for talented employees and encouraging teamwork at all levels of the organization. Thus, it is a must-read book for the managers, administrators, and service providers across all industries.