BookLeonard L. Berry, Kent D. Seltman. 2008.
Summary: "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"-- Provided by publisher.
Contents:
The 100-year brand
Preserving a patient-first legacy
Practicing team medicine
Practicing destination medicine
Partnering for leadership
Hiring for values--and talent
Orchestrating the clues of quality
Creating, extending, and protecting the brand
Investing in tomorrow's organization
Realizing human potential.
(reissued 2017)