Book : Management Lessons From Mayo Clinic Inside One Of Th

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The leader’s guide to building a service powerhouse using the approach that made Mayo Clinic the #1 healthcare system in AmericaMayo 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 offers a rare, up-close look at the best practices that drive Mayo Clinic’s success. By examining the operating principles that guide every management decision at this legendary institution, authors Leonard Berry and Kent Seltman:* 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* Present a proven prescription for creating sustainable service excellenceLearn 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. From the Publisher Leonard L. Berry, PhD, is University Distinguished Professor of Marketing at Mays Business School, Texas A&M University.Kent Seltman, PhD, is Emeritus Chair of Marketing at Mayo Clinic, having served as Director of Marketing from 1992 to 2006. From the Back Cover 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, PhD, Joseph C. Wilson Professor of Business Administration Emeritus, Harvard Business School, and author of How Customers ThinkThis book reads like a thriller taking you into the heart of a great organization and peeling off, layer by layer, the secrets of creating incomparable performance for your customers and your partners. It should be read by everyone in business.--Philip Kotler, PhD, S.C. Johnson & Son Distinguished Professor of International Marketing, Kellogg School of Management, Northwestern UniversityA landmark. Through deep study, respectful listening, and eloquent reporting, the authors connect service success to the very core of healthcares mission and to the very soul of the healthcare workforce.--Donald M. Berwick, MD, MPP, former Administrator, Centers for Medicare and Medicaid Services, and President Emeritus and Senior Fellow, Institute for Healthcare ImprovementThis 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, PhD, Geoffrey T. Boisi Professor Emeritus, Wharton School, University of Pennsylvania An extraordinary book that provides wonderful lessons on how to build and sustain service excellence in any business organization. It also offers superb insights on how unshakable core values can drive a successful culture.--Stephen W. Brown, PhD, Edward M. Carson Chair and Professor of Marketing Emeritus, W. P. Carey School of Business, Arizona State UniversityGreat insight into how a successful service organization operates . . . offers valuable information for businesses striving for service excellence.--Colin V. Reed, Chairman and CEO, Ryman Hospitality Properties, Inc.Mayo Clinic is an amazing management story. . . . This book gives more than an inside look into one of the worlds most famed and revered brands, it provides a detailed and inspiring blueprint for what it takes for any service brand to truly achieve greatness.--Kevin Lane Keller, E.B. Osborn Professor of Marketing, Tuck School of Business, Dartmouth CollegeA must-read for organizations looking to restore service to its rightful place.--Dan J. Sanders, New York Times bestselling author of Built to ServeBerry and Seltman speak eloquently to what an organization can achieve when it has clearly defined its core mission and focuses e
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