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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.â€â€•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.â€â€•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.â€â€•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.â€â€•George Day, PhD, Geoffrey T. Boisi Professor Emeritus, Wharton School, University of Pennsylvania “An 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.â€â€•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.â€â€•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.â€â€•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.â€â€•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.â€â€•J. Michael McGinnis, MD, Leonard D. Schaeffer Executive Officer, Senior Scholar, and Executive Director, NAM Leadership Consortium “Powerful and valuable insight into how to create a culture and environment that provide the best quality and experience.â€â€•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.â€â€•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.â€â€•James D. Rogers, former President and CEO, Kampgrounds of America, Inc. “Management 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.â€â€•Ian Morrison, PhD, author of Healthcare in the New Millennium “Management Lessons from Mayo Clinic should be required reading for every healthcare leader.â€â€•Quint Studer, Founder and CEO, Studer Group“Full of strategies and tactics managers can use every day to lead with creativity, compassion, and communication.â€â€•Kip Tindell, former Chairman and CEO, The Container Store “A remarkable story of a dynamic business model driven by customer-first advocacy and passionate teamwork.â€â€•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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