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Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations | 
 enlarge | Authors: Leonard Berry, Kent Seltman
Publisher: McGraw-Hill
Category: Book
List Price: $27.95
Buy New: $13.95
You Save: $14.00 (50%)
New (39) Used (11) from $13.95
Rating:  11 reviews
Sales Rank: 23209
Media: Hardcover
Edition: 1
Pages: 256
Number Of Items: 1
Shipping Weight (lbs): 1.5
Dimensions (in): 9.2 x 6.2 x 1.1
ISBN: 0071590730
Dewey Decimal Number: 353
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: Read 6 more reviews...
 Combining medical competence with a patient orientation November 10, 2008
Linda Ferrell (Albuquerque, NM)
As professors of marketing at the University of New Mexico, OC and Linda Ferrell recommend this book to anyone that manages a service organization. In addition to being one of the most renowned healthcare facilities in the world, the famed Mayo Clinic is also a highly successful business. With its motto "putting the needs of the patient first" guiding its every move, Mayo Clinic has built a large and loyal customer base. In their book Management Lessons from Mayo Clinic, marketing professor Leonard Berry and former director of marketing for Mayo Clinic Kent Seltman take readers inside this longstanding and venerable institution. Through eloquent prose, this book chronicles Mayo Clinic's history from its beginnings in Rochester, MN to its current status as one of the largest not-for-profit medical group practices in the world. This book is more than a mere history, however. It provides readers with practical standards that can be applied to both large and small healthcare settings. The book goes beyond the reputations of Mayo Clinic and offers general principles regarding customer service and other areas that will be useful to managers in many different fields.
This examination of the Mayo Clinic service culture is based on Drs. Berry and Seltman gaining an inside view of the operations and activities of their highly respected clinic. Guided by Dr. Berry's marketing background, research findings from personal interviews with physicians, nurses, managers, clinicians, staff and patients demonstrate the values, norms and artifacts of a complex service organization. Management Lessons from Mayo Clinic does two things. First, it puts the institution in an historical context, providing detail on how the brand was created. It then provides insight in the culture that has allowed the clinic to expand far beyond its home base. From the start, Mayo has been based on traditional, practical values that have been upheld through relentlessly consistent application, even as its fame has grown by leaps and bounds. Stories from patients, providers, and Mayo staff give this book an intimate and accessible feel. While it is an entertaining and insightful read, Lessons from Mayo Clinic is also didactic. Each chapter provides important insights into the healthcare industry, and summaries that will prove helpful to managers in numerous disciplines.
This book demonstrates how Mayo Clinic has combined medical competence with a patient orientation. Many organizations concerned about relationships with their customers can learn how to develop a culture that exceeds customer/patient expectations and earns loyalty from all stakeholders. While this is a book that is ostensibly for managers in the healthcare industry, the lessons offered will resonate across many fields. Management Lessons from Mayo Clinic is a page-turner that is valuable for the insights it offers into the healthcare industry, and for the lessons offered to managers of all stripes.
WOW Service October 14, 2008
M. Mayer
There are only two categories of those who will benefit exponentially from this excellent book-those who work in health care and those who don't. For those who work in health care, the work that Dr Berry and his colleague have written is without peer. Len has been a seminal voice in how service is best provided for over 20 years and his insights have been invaluable to anyone who has sought to find practical solutions to the vexing issue of service. Many have written philosophically on the topic, but Dr Berry writes almost exclusively with practical solutions, applicable at the bedside. It has been my privilege to have contributed, in some small way, to the literature on health care customer service. I am, quite frankly, in awe of what this book has done. Everyone involved in health care should read it. Why? Because it will make their incredibly difficult job much easier-and let's be clear, health care is a very, very tough place to 'get customer service right.'
If you don't work in health care, this book is essential, because, let's be honest, if you can get customer service right in health care, you can get it right anywhere. No matter what business you are in, this book has insights which will be beneficial to you.
Finally, perhaps the most important category of those who should read-and benefit-from this book are those who will use the health care system, because it will tell you that must seek out health care systems and providers who understand that making the right diagnosis and offering the right treatment are simply not enough anymore in our health care system-you must do so in an environment that not only values, but treasures a culture of service.
By the way, that last category-those who will eventually be users of health care-is every single one of us...
Great book-I only wish I had written it!
Thom Mayer, MD, FACEP, FAAP
 Management Lessons From Mayo Clinic September 16, 2008
Steven Alexander (Louisburg, KS)
1 out of 1 found this review helpful
This is an excellent book for a Manager in any industry. It's a MUST READ for a Manager in Health Care!
 smarter than the average bureaucrat August 26, 2008
Contrarian Thinker
3 out of 6 found this review helpful
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.
More from a customer expert August 17, 2008
Charles Decker (New York, NY)
4 out of 4 found this review helpful
This book hardly needs my imprimatur, but I thought I would share my feelings about yet another customer experience book. Just when you thought there were more books on the topic than you could possibly explore, along comes one that I think is unique. Some may think this is just for health-care professionals, but I believe it includes powerful lessons that transcend the industry. The nicest aspects of this book are the stories about just what it takes to establish and maintain great service, even when you're one of the most respected 'brands' in the world. I used to live in Rochester, NY, and once made the dopey mistake of flying from O'Hare to Rochester, MN. I thought, 'Since I'm here, I might as well go to the Mayo Clinic, which I have always wanted to see.' This book makes that stupid airplane flight totally unnecessary. Anyone involved in dealing with the public should read this book. Maybe the lessons aren't totally fresh, but we need to be reminded of them constantly. Isn't that why we go to church on Sunday?
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