Rating:
(40 reviews)
Author: Kent D. Seltman Leonard Berry
ISBN : B001D0IU9Y
New from $15.37
Format: PDF
Download for free books Free Management Lessons from Mayo Clinic : Inside One of the World's Most Admired Service Organizations [Kindle Edition] from 4shared, mediafire, hotfile, and mirror link 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. Download latest books on mediafire and other links compilation Free Management Lessons from Mayo Clinic : Inside One of the World's Most Admired Service Organizations [Kindle Edition]
- File Size: 2329 KB
- Print Length: 313 pages
- Page Numbers Source ISBN: 0071590730
- Simultaneous Device Usage: Up to 4 simultaneous devices, per publisher limits
- Publisher: McGraw-Hill; 1 edition (May 19, 2008)
- Sold by: Amazon Digital Services, Inc.
- Language: English
- ASIN: B001D0IU9Y
- Text-to-Speech: Enabled
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- Lending: Not Enabled
- Amazon Best Sellers Rank: #61,839 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
- #5
in Kindle Store > Kindle eBooks > Business & Investing > Management & Leadership > Operations Research - #17
in Books > Medical Books > Administration & Medicine Economics > Health Care Administration - #32
in Books > Business & Investing > Management & Leadership > Operations Research
- #5
in Kindle Store > Kindle eBooks > Business & Investing > Management & Leadership > Operations Research - #17
in Books > Medical Books > Administration & Medicine Economics > Health Care Administration - #32
in Books > Business & Investing > Management & Leadership > Operations Research
Free Management Lessons from Mayo Clinic : Inside One of the World's Most Admired Service Organizations
Mayo Clinic is part of the American vernacular, and synonymous with excellence in health care. Did you ever wonder how the organization achieved such remarkable level of awareness inarguable brand associations? In Berry and Seltman's book, you'll learn that it had little to do with promotion, and everything to do with values. Preservation of the values of the Drs. Mayo is baked into the "product" of Mayo Clinic, which, of course, is a service.
If you are in the service industry, then you know that product features are defined by the service experience, and the benefits are determined by customer satisfaction. Both are intangibles.
Mayo Clinic has applied manufacturing process improvement (Six Sigma, LEAN, et al) to healthcare systems to improve the patient experience. For in the end, Mayo's management understands that the patient outcomes define product quality, and patient satisfaction is the promotion.
With all the hoopla today surrounding social media and marketing, an interesting sidebar to this book is the realization that Mayo's brand was built entirely through social networks; patients travel around the world for treatment at the clinic, and return home to tell the tale to friends and family. Quite obviously, the majority of the stories told have been positive. This book helps us to understand why.
By 3rdwaverider
An excellent book with practical principles that work and can be applied in any healthcare/service setting, large or small. I like to underline noteworthy thoughts as I read. My problem was that so much of the book was underlined when I finished. I then ordered 30 copies from Amazon to give to team members, plus have recommended this book to a number of others outside our health system.
By Martin R. Ekrem