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Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations |  | Authors: Leonard Berry, Kent Seltman
Publisher: McGraw-Hill
Category: Book
List Price: $27.95
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Rating:  25 reviews
Sales Rank: 7825
Media: Hardcover
Edition: 1
Pages: 256
Number Of Items: 1
Shipping Weight (lbs): 1.3
Dimensions (in): 8.8 x 6.2 x 1.1
ISBN: 0071590730
Dewey Decimal Number: 362.1109776155
EAN: 9780071590730
ASIN: 0071590730
Publication Date: May 19, 2008
Availability: Usually ships in 1-2 business days
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Product Description
Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman explain how the Clinic implements and maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge - invaluable lessons for managers and service providers of all industries. 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 healthcare 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 healthcare
- Illustrate the benefits of pooling talent and encouraging teamwork
- Relate historical events and perspectives to the present-day Mayo Clinic
- 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.
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| Customer Reviews:
Showing reviews 1-5 of 25
 The gift that keeps on giving July 2, 2010
Kevin Swailes
Don't let the title fool you - It belies the book's real value to all business leaders. Berry and Seltman have unearthed the secrets to sustainable success with application to any business. By concentrating on the "how" as opposed to the "what", they've given us the specific ingredients used by successful business leaders: a well-tested recipe that can be replicated.
It's been my experience that successful business leaders usually display certain attributes - a keen ability to communicate, a unique talent for customer service, or perhaps a gift for driving performance. While some are very good at demonstrating these brand-building skills, we often don't know "how" we achieve them, and couldn't explain it to someone else if we had a gun to our head. The authors achieve this feat, without the pistol. ROI occurs from the start, and it's the gift that keeps on giving. The best business mentorship you can get in hardcover.
A gem on health care--and management June 19, 2010
Jeffrey Pope (Minneapolis, MN, US)
2 out of 2 found this review helpful
This book is a gem from multiple standpoints. It describes to a tee the culture and processes at the Mayo Clinic. (As a long time patient there, I can verify that the unbelievable level of service and attention is experienced by patients exactly as Berry and Seltman describe it.) They describe not only the what, but also the why and how, of service at Mayo. But going beyond Mayo and health care, the authors include a "Lessons for Managers" section at the end of each chapter, detailing how the principles in that chapter could be applied to a wide range of organizations. Mayo is repeatedly voted one of the top health care providers in America, and patients come from all over the world to be treated there. Read this book and you'll understand why.
A Patient Reader June 18, 2010
Dr. James H. Donnelly (Lexington, KY)
4 out of 4 found this review helpful
As a career academic in a university business school I tried to read this book as a detached observer and student of how to build a truly responsive service organization. But I also read it as a five year patient of the Mayo Clinic. I can say that it was difficult to stay detached and objective when you see and feel yourself in the pages once again experiencing all of the various dimensions of the culture of putting the patient first. I have lived the compassion, kindness and core values that the authors capture so well in this wonderful book. I encourage anyone seriously interested in building and sustaining service excellence in their organization to seek out and read this book.
Great book for any manager May 27, 2010
Ihab Mikhail (Cumming, Ga USA)
5 out of 5 found this review helpful
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.
 customer service April 10, 2010
Jeffrey Smith (Maryville, MO USA)
5 out of 5 found this review helpful
"Management Lessons from Mayo Clinic" explains how one service organization built a brand based on customer service that has lasted more than a century. This book offers examples of customer service that could be applied to the management of any organization.
After reading the book, it is obvious to me that the authors have successfully communicated why Mayo Clinic has become an almost mythical institution. They stated in the beginning that the Clinic culture was based on its core principles and then described how the founders reinforced these principles by example and passed on the culture of value to the subsequent leaders and other employees. They drive home the point of the book and mantra of the clinic: "the needs of the patient come first."
The authors tended to emphasize the positives within the organization while glossing over the negatives. Perhaps you can argue that it was not the purpose of the book to point out the mistakes the Clinic has made. The authors admit that there have been mistakes and problems but didn't give much depth into what the problems actually were. It should be noted that one of the authors had recently retired from 15 years of service to the Clinic and may not be able to offer an objective critical analysis of the Clinic.
The authors mention the time spent in committees but don't really mention anyone complaining about the time lost (page 116). It would be interesting to hear suggestions or even an outright complaint from an employee regarding the time spent in these meetings. Has the Mayo Clinic become so proficient at communication that every employee understands the value of time spent in meetings? Perhaps they have. The authors seem convinced when they make the statement: "We conclude that what is most impressive about Mayo Clinic is how well it has executed its core values and strategies for more than a century. And this is the basis for our conclusion that the people of Mayo Clinic--represent the crucial explanatory variable in the Clinic's sustained excellence. "As Leonard Berry states in an earlier work: Attracting great people is the first rule of execution. Great service companies attract great people to perform the service. It is a simple idea. It is a powerful idea. And it is--for most companies--an elusive idea" (page 255)."
The authors spent 265 pages describing how Mayo Clinic has used the Cycle of Success to develop and maintain a successful business and brand. Mayo Clinic, or rather the employees of Mayo Clinic have created a culture of success to carry the clinic into the future as a leader in not only patient treatment but also in employee treatment.
Although the authors' presentation of the Clinic may be a bit biased to the positive, the book is well-written with many valuable insights into the operation of a successful service organization, and I highly recommend it.
Showing reviews 1-5 of 25
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