Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations
- ISBN13: 9780071590730
- Condition: NEW
- Notes: Brand New from Publisher. No Remainder Mark.
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.
Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations
March 13th, 2010 - 17:23
Management Lessons from Mayo Clinic is akin to Donald Trump giving tact lessons Bill Clinton and John Edwards giving Monogamy Lessons and Don Rumsfeld and Dick Cheney giving effective War strategy lessons. Mayo Clinic is the New York Yankees of Medicine. Like the Yankees of this decade and the Soviets of the 1980’s, Mayo is its own ‘Evil Empire’ of the Healthcare business. Like the Soviets of the early 80’s and the present day NY Yankees, Mayo’s deep pockets and exorbitant spending make up for more than its share of Management mistakes. Its Assembly line heathcare model and constant harping about expenses hardly makes it a needs of the patient come first healthcare organization. Like so many other businesses including the ‘evil’ Insurance Companies, it is all about the bottom line at Mayo. Many former Physicians and staff have said so. When you have a management and decision making system that closely, if not identically, resembles Washington DC, you are if for trouble. Layer after layer of bureaucracy, committees, sub-committees, focus groups, polarizing board members, and the like are firmly embeded in the Mayo Culture. As Washington DC is broken, so is the Mayo Management and decision making model. I’m not saying you should not read this book, I think you should read it. If I am a young Program Director, Manager, Administrator, Nurse Manager, Supervisor, Department Head, etc. I would read this book and then immediately read ‘Moneyball’ by Michael Lewis, and Rule #1 Investing by Phil Towne. I would look at the Mayo way and do just the opposite whenever and wherever I could. Many if not all Healthcare Institutions can’t compete with Mayo’s deep pockets, so if you do business and run your ship like they do, you are doomed. There are inefficiencies in any market, you just have to work hard to find them and take advantage when you do. Look for ways that the conventional wisdom is wrong and do the opposite. The two books mentioned above will help you do this. Take a Paul Volcker approach to your healthcare management decisions. Don’t get me wrong, I’m not saying Mayo Clinic has bad healthcare providers, bad technology, bad equipment, bad people, etc. I’m saying it is a bogged down, social engineering, bueracratic nightmare. Mayo better hope there is not a Billy Beane or Phil Towne of healthcare lurking on the horizon in another competing organization. If there is, they better adapt quickly or they will be in trouble, big trouble.
Rating: 1 / 5
March 13th, 2010 - 17:40
I didn’t find this series as valuable as the first, but it still holds many pearls of wisdom and support for the journey of cancer.
Rating: 4 / 5
March 13th, 2010 - 19:09
This is an excellent book for a Manager in any industry. It’s a MUST READ for a Manager in Health Care!
Rating: 4 / 5
March 13th, 2010 - 21:26
This book was a required book for one of my online college classes. I was very impressed with how Mayo manages their organization throughout Minnesota, Arizona, and Florida. This book made me want to be a patient at Mayo just to see how it all works! Mayo truly is a one of a kind instituion!
Rating: 4 / 5
March 13th, 2010 - 21:44
Worthless. The whole book is a self pat on the back written by a sycophant that offers nothing new and only vague bromides passed off as wise truths. It was full of vague unsupported claims, ridiculous stories of rare individual cases, and was completely un-objective. There was not a critical sentence in the whole book. It is so scant on detail that you could never implement anything in here, and you could never learn from the mayo’s mistakes as they are never mentioned – there are many I am sure. This book is worthless.
Rating: 1 / 5