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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.
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Table of Contents

AcknowledgmentsChapter 1: The 100-Year BrandChapter 2: Preserving a Patient-First LegacyChapter 3: Practicing Team MedicineChapter 4: Practicing Destination MedicineChapter 5: Partnering for LeadershipChapter 6: Hiring for Values-and TalentChapter 7: Orchestrating the Clues of QualityChapter 8: Creating, Extending, and Protecting the BrandChapter 9: Investing in Tomorrow's OrganizationChapter 10: Realizing Human PotentialIndex

About the Author

A University Distinguished Professor of Marketing, Leonard L. Berry, PhD, holds the M.B. Zale Chair in Retailing and Marketing Leadership in the Mays Business School at Texas A&M University. He is also a Senior Fellow at the Institute for Healthcare Improvement, Cambridge, Massachusetts. Kent D. Seltman, PhD, is Emeritus Chair of Marketing at Mayo Clinic. He served as director of marketing at the 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.

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