Free Download Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations, by Leonard L. Berry

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Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations, by Leonard L. Berry

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From the Back Cover

“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, Joseph C. Wilson Professor of Business Administration Emeritus, Harvard Business School, and 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, PhD, 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, MD, MPP, former Administrator, Centers for Medicare and Medicaid Services, and President Emeritus and Senior Fellow, 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, PhD, Geoffrey T. Boisi Professor Emeritus, Wharton School, University of Pennsylvania â€œAn extraordinary book that provides wonderful lessons on 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, PhD, Edward M. Carson Chair and Professor of Marketing Emeritus, W. P. Carey School of Business, Arizona State University“Great insight into how a successful service organization operates . . . offers valuable information for businesses striving for service excellence.”―Colin V. Reed, Chairman and CEO, Ryman Hospitality Properties, Inc.“Mayo Clinic is an amazing management story. . . . This book gives more than an inside look into one of the world’s most famed and revered brands, it provides a detailed and inspiring blueprint for what it takes for any service brand to truly achieve greatness.”―Kevin Lane Keller, E.B. Osborn Professor of Marketing, Tuck School of Business, Dartmouth College“A must-read for organizations looking to restore service to its rightful place.”―Dan J. Sanders, New York Times bestselling author of Built to Serve“Berry and Seltman speak eloquently to what an organization can achieve when it has clearly defined its core mission and focuses every aspect of the enterprise on that mission.”―J. Michael McGinnis, MD, Leonard D. Schaeffer Executive Officer, Senior Scholar, and Executive Director, NAM Leadership Consortium â€œPowerful and valuable insight into how to create a culture and environment that provide the best quality and experience.”―Gary Shorb, former CEO, Methodist Healthcare, and Executive Director, The Urban Child Institute“Whether part of healthcare or an executive in a corporation, the lessons to be learned from Mayo are both inspirational and timeless. This wonderful book is a must-read for anyone in pursuit of excellence.”―Charles S. Lauer, former VP, Publisher, and Editorial Director, Modern Healthcare Magazine“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, former President and CEO, Kampgrounds of America, Inc. â€œManagement Lessons from Mayo Clinic can help all service managers build better businesses and better brands that endure and thrive no matter how complex and difficult the environment.”―Ian Morrison, PhD, author of Healthcare in the New Millennium â€œManagement Lessons from Mayo Clinic should be required reading for every healthcare leader.”―Quint Studer, Founder and CEO, Studer Group“Full of strategies and tactics managers can use every day to lead with creativity, compassion, and communication.”―Kip Tindell, former Chairman and CEO, The Container Store â€œA remarkable story of a dynamic business model driven by customer-first advocacy and passionate teamwork.”―Joe V. Tortorice Jr., Founder and CEO, Jason’s Deli 

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About the Author

Leonard L. Berry, PhD, is University Distinguished Professor of Marketing at Mays Business School, Texas A&M University.Kent Seltman, PhD, is Emeritus Chair of Marketing at Mayo Clinic, having served as Director of Marketing from 1992 to 2006.

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Product details

Paperback: 304 pages

Publisher: McGraw-Hill Education; 1 edition (May 23, 2017)

Language: English

ISBN-10: 9781260011838

ISBN-13: 978-1260011838

ASIN: 1260011836

Product Dimensions:

6 x 0.8 x 8.9 inches

Shipping Weight: 12.8 ounces (View shipping rates and policies)

Average Customer Review:

4.2 out of 5 stars

67 customer reviews

Amazon Best Sellers Rank:

#202,215 in Books (See Top 100 in Books)

I read a good deal of Discovering the Soul of Service - also by Mr. Berry - in conjunction with a Business Plan I wrote for an Econ class in college. I could have sat and read the entire thing, but didn't have the time ----- so I BOUGHT IT! :)Then I came across THIS title: Management Lessons From Mayo Clinic, a clinic "referenced" in the above-mentioned book. Mayo has been my family's clinic for over 30 years, and I can attest to the accolades bestowed upon this organization! In 30+ years, I have come in contact with only 2-3 employees I found unacceptable in the field of service! I'm thinking that's a near-impossible feat!So I found and bought this one, as well, right here on Amazon - my favorite site from which to make purchases.

Many services, including practice management, share common dynamics with healthcare services in general:- Intangible core benefit; it comes from a performance, and customers incur an expense rather than acquire tangible assets (except for outsourced billing),- High risk service. Under-performance carries severe consequential damages,- Labor- and skill-intensive performance, contributing to considerable variability between service providers,- Physical presence of the customer receiving the service, requiring time and place synchronization with service provider,- Perishable service. When the resources available to deliver the service are unused, the value that they might have created, perishes,- Customer demand for the service is unevenly distributed and sometimes urgent,- Diverse customer needs and preferences, requiring the service provider to maintain a portfolio of skills and resources,- Multiple resources contribute to the customer experience, necessitating coordination of their performances,- Complex service chain with numerous interdependent components,- Service reliability - accuracy and dependability - are essential for success.The key question for any manager is: "if our organization were to disappear overnight, would customers really miss us?" For Mayo Clinic, the answer is yes, and that's why it attracts and retains talented people and inspires their efforts. Mayo offers the court of last resort for many patients. A career at Mayo clinic provides a daily opportunity to apply their core values.The Mayo Clinic model is built on three core values: place the interests of the patient above all other interests, pool talent to create teams of specialists working together, and deliver clinical care with time-condensed efficiency. At Mayo Clinic, the core strategies and core values converge - the strategies are so embedded that they become core values. Its most impressive accomplishment is how well they execute these strategies for more than a century.In organizations that deliver consequential, complex, variable, and personal service, the performance is critically important. The brand comes as the by-product of consistent focus on the service experience of patients. Customers become marketers and the conveyors of information that can help those they know. A labor-intensive service brand can be only as good as the people creating the experience that forms brand meaning. The Mayo Clinic has created its brand through emphasis on operations. They created a world-class service organization we performing well for one customer at a time and relying EXCLUSIVELY on the word of mouth - for nearly a century, they had no marketing department. An astonishing 91 percent of patients praise the clinic to an average of 40 other patients and generates on average five new patients.Mayo Clinic brand heroes are the industrial engineers who design the service processes and the line employees who perform their services one patient at a time. They design their processes by paying a special attention to customer perception, by orchestrating the clues for quality. They understand that customers act as detectives continuously looking for clues in order to form an opinion about their experiences. For example, does a service experience make customer feel safe, confident, efficient, smart, respected. or worthy, or does it have the opposite effects?This book is required reading for anybody who wants to create and manage a service organization with a Mayo Clinic reputation.

I was a patient at the Mayo Clinic in Phoenix and could not believe how wonderful the hospital is to all of its patients. Read the book and I understand! Great read, and the stories are incredibly heartwarming. I am forever grateful and proud to have been cared for by such a wonderful team. The book is definitive and a model for how a hospital must be operated!

The subject, how to provide top quality health service and survive as a non profit organization for a hundred years is facinating and the book contains a detailed description of the Mayo Clinic, its core values and strategies. I have no practical knowledge when it comes to working for or being admitted to one of the clinics but I miss the story about the pitfalls, what is the biggesr challenges in such a gigantic structure based on a set of core values from the beginning of the last century ?

This book merely deals with health care delivery at Mayo Clinic, one of the best run HSOs worldwide. It examines intricate processes at various practices or product lines and they how are managed. It exposes a culture that is well understood by the employees and how that culture is vivid in the care for every patient.With that said, the material is applicable to any service organization. The concepts can be applied in delivering service to customers. For example, personable and customizable service is a key to retaining customers and scoring high on customer satisfaction surveys. Treating customers differently than competitors is what keeps those customers coming back and become a free advertisement to the organization.The book is well written and easy to understand.

Mayo Clinic is part of the American vernacular, and synonymous with excellence in health care. Did you ever wonder how the organization achieved such remarkable level of awareness inarguable brand associations? In Berry and Seltman's book, you'll learn that it had little to do with promotion, and everything to do with values. Preservation of the values of the Drs. Mayo is baked into the "product" of Mayo Clinic, which, of course, is a service.If you are in the service industry, then you know that product features are defined by the service experience, and the benefits are determined by customer satisfaction. Both are intangibles.Mayo Clinic has applied manufacturing process improvement (Six Sigma, LEAN, et al) to healthcare systems to improve the patient experience. For in the end, Mayo's management understands that the patient outcomes define product quality, and patient satisfaction is the promotion.With all the hoopla today surrounding social media and marketing, an interesting sidebar to this book is the realization that Mayo's brand was built entirely through social networks; patients travel around the world for treatment at the clinic, and return home to tell the tale to friends and family. Quite obviously, the majority of the stories told have been positive. This book helps us to understand why.

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Free PDF Tea: History, Terroirs, Varieties, by Kevin Gascoyne Jasmin Desharnais

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Review

Nearly every expert I spoke to raved about this book. From Marchand and the rest of the Camellia Sinensis team, Tea covers the history and culture of tea, regional varieties, cultivation techniques, and much more. (Karen Iorio Adelson The Strategist 2018-05-03)[Review of previous edition:] This remarkably detailed guide examines the history and culture of tea, regional varieties, cultivation techniques, and myriad flavor profiles. Also included are interviews with experts throughout the tea industry, from Darjeeling heritage gardens to the great caf s. Replete with beautiful photographs, recipes, and charts detailing everything from tea's medicinal benefits to the Gong Fu Cha drinking ceremony, a more thorough guide would be hard to find. Tea-drinkers and die-hard coffee fans alike will appreciate the subtleties and traditions of this dynamic drink. (Publishers Weekly 2011-11-28)[Review for previous edition:] A heavily illustrated compendium on non-herbal tea, rich in anti-oxidants and with proven medical benefits... The four writers of this book own The Camellia Sinensis Tea House in Montreal and work as tasters, traveling the world looking for teas... Topics include a primer on tea, varieties, processing, cultivars, making-serving-tasting tea, tea ceremonies, and tea in cooking (with 15 recipes by Quebecois chefs)... The downside to this book: nothing, really -- it is a very comprehensive book.The upside to this book: great pictures and layout. (Dean Tudor Gothic Epicures 2012-01-02)[Review for previous edition:] Beautifully illustrated... While there is no shortage of tea-related tomes, this definitive guide will appeal to die-hard tea enthusiasts interested in learning about the modern, global industry as well as the history and enjoyment of this ubiquitous beverage. (Rosemarie Lewis, Georgetown County Library Library Journal 2012-01-15)[Review for previous edition:] (An) in-depth look at various aspects of this widely consumed beverage.... Photographs appear on almost every page. (Terry Peters North Shore News 2014-09-01)[Review for previous edition:] A pretty and enjoyable book with an affordable price and some practical uses for tea-drinkers. (Reference and Research Book News 2012-10-01)[Review for previous edition:] This book is quite impressive, well researched, and complete with numerous photographs illustrating the beauty and wonder of tea and tea processing around the world. Interesting and enjoyable. (Tea House Times 2012-04-01)[Review for previous edition:] The reference work we've been waiting for has arrived: a comprehensive, but not-too-weighty, one-volume coverage of the world's teas, abundantly and beautifully illustrated with photos of exceptional quality, fascinating graphs, and fairly good maps. The organization of this huge body of factual material will make students most grateful. (James Norwood Pratt TeaTime 2012-04-01)

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About the Author

Kevin Gascoyne, François Marchand, Jasmin Desharnais and Hugo Américi are professional tea tasters and the owners of Camellia Sinensis Tea House in Montreal, Quebec.

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Product details

Paperback: 288 pages

Publisher: Firefly Books; Third edition (December 11, 2018)

Language: English

ISBN-10: 0228100275

ISBN-13: 978-0228100270

Product Dimensions:

8.5 x 0.7 x 9.5 inches

Shipping Weight: 2 pounds (View shipping rates and policies)

Average Customer Review:

4.7 out of 5 stars

64 customer reviews

Amazon Best Sellers Rank:

#68,249 in Books (See Top 100 in Books)

I bought this book largely because I wanted to know what the heck a terroir is...No, that's not quite right. I bought this book because I've been drinking gallons of tea every week for years without a real appreciation for its history, cultivation or production. I'd tried quite a wide variety of teas, all loose leaf of course, without taking any tasting notes, and while I had a vague idea of what I preferred and the differences between different varieties of teas I certainly couldn't talk at length about things like the degree of oxidization oolongs are subjected to. Instead of picking up knowledge bit by bit I wanted to really sit down and learn about it. This book takes you on quite a tour -- through the history of tea along with detailed sections on China, Japan, Taiwan & India and shorter sections on other tea-producing regions, following up with a guide to preparation and some recipes.It's also a beautiful book, peppered with gorgeous pictures of every step of tea production and interviews, and well worth the money.

So here's the thing. I'm starting a research project on tea, and as a newbie, just want to be eased into the basics. What is a green? What is a black? How do you go about tasting a tea, what do you look for in buying a tea? I also appreciate history told in a narrative, vs. an encyclopedic, fashion.This book is about as readable as an encyclopedia – that is to say, not at all. It's not narrative based; rather, it has chunks of facts such as pages listing otherwise obscure varietals of Japanese greens. On the contrary, it's very good, I imagine, if you're trying to look something up; a specific question, a specific type of tea – hence the description of it as encyclopedic.The book is organized by country; teas from China, Japan, Taiwan. I don't find this intuitive; I would have preferred teas organized by type – yellow, white, green, etc. This would also have helped me contrast Japanese vs. Chinese greens for example, side by side. (A commonly described difference, for example, is Japanese greens tend to have more oceanic notes because they're closer to the sea; anecdotes like this are fascinating to me. I would have loved these comparisons to be more easily accessible to paint a broad strokes picture of tea.)Lastly, the pictures are great, but the book could be more design-forward in its layout. There are several typographic errors as well (omissions of spaces, etc.), which are distracting. I would not repurchase.

Tea: History, Terroirs, Varieties (Second Edition) by Kevin Gascoyne, Francois Marchand, and Jasmin Desharnais is great book on tea because it thoroughly provides an overview of tea’s history, different varieties, growing and harvesting process, fascinating ceremonies, local methods of preparation, tasting notes, and infusion accessories. A lot is covered in this book on all of the topics a beginner, or even a more experienced tea drinker, would be interested in.But the really special part of this book is the massive collection of photos. Nearly every page contains one or more images from around the world and really brings the topic of diversity and complexity of the tea industry to life. If you’re new to tea, you’ll be amazed by how many different colors of tea there are. The book also explores the world’s top tea-growing countries to explain the common characteristics of that nation’s tea. Examples of countries covered in the book are Japan, Taiwan, China, Sri Lanka, India, Vietnam, and Nepal, and the region of East Africa.After reading this book, you’ll learn how climate and soil influence’s a tea’s characteristics. Terroirs is the lingo used to refer to these factors. You’ll also learn about the different tea families, grades, cultivars, and varieties. The section on tea’s history includes a timeline for easy reference. This book is a well-rounded, thorough book on tea that even includes interviews with industry leaders and 15 gourmet recipes that use tea as an ingredient.This review was originally written for 27Press.com.

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Free Download Hunting Ground: The Rockies (Werewolf: The Forsaken)

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Hunting Ground: The Rockies (Werewolf: The Forsaken)

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Product details

Series: WEREWOLF The Forsaken

Hardcover: 141 pages

Publisher: White Wolf Publishing (April 18, 2005)

Language: English

ISBN-10: 1588463257

ISBN-13: 978-1588463258

Product Dimensions:

8.7 x 0.6 x 11.1 inches

Shipping Weight: 1.6 pounds (View shipping rates and policies)

Average Customer Review:

4.2 out of 5 stars

3 customer reviews

Amazon Best Sellers Rank:

#2,474,127 in Books (See Top 100 in Books)

As a setting book this book does fairly well with giving a general overview of the area, NPCs, antagonists both Uratha and Spirits along with plenty of story hook ideas to implement them in.Its decent, nothing compelling to buy unless you want to complete a Werewolf collection for source book or plan on setting your chronicles there.

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