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

Hardcover, 276pp
ISBN: 0071590730
ISBN-13: 9780071590730
Publisher: The McGraw-Hill Cos.
Pub. Date: June 2008

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FROM THE PUBLISHER

The first inside look at one of the world's most admired organizations, and the management practices that have made it great

With annual earnings exceeding $6 billion, the Mayo Clinic isn't just one of the world's most successful health care facilities, but one of its most successful businesses. In Management Lessons from Mayo Clinic, service business guru Leonard L. Berry explains how "Putting the needs of the patient first" is more than just the Clinic's motto, but an operating principle that guides every management decision. More important, he shows how to apply that principle to expand your business's customer base and earn fierce, undivided customer loyalty.

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 health-care 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 health care;

• Illustrate the benefits of pooling talent and encouraging teamwork;

• Relate historical events and perspectives to the present-day Mayo Clinic; and

• 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.

WHAT PEOPLE ARE SAYING (FROM THE BACK COVER)

"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 co-director, Mack Center for Technological Innovation, Wharton School, University of Pennsylvania

"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, Ph.D., author of How Customers Think

AUTHOR BIOGRAPHIES
Leonard Berry, Ph.D. is the author of several service marketing bestsellers and the recipient of the 2007 American Marketing Association/Irwin/McGraw-Hill Distinguished Marketing Educator Award.

Kent Seltman, Ph.D. served as Director of Marketing at Mayo Clinic from 1992 to 2006.