Management Lessons from Mayo Clinic: Inside One of the World’s Most Admired Service Organizations

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  • Edition: 1st
  • Format: Hardcover
  • Copyright: 2008-06-09
  • Publisher: McGraw-Hill Education
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The first inside look at one of the world's most admired organizations, and the management practices that have made it great With annual earnings exceeding $6 billion, the Mayo Clinic isn't just one of the world's most successful health care facilities, but one of its most successful businesses. In Management Lessons from Mayo Clinic, service business guru Leonard L. Berry explains how "Putting the needs of the patient first" is more than just the Clinic's motto, but an operating principle that guides every management decision. More importantly, he shows how to apply that principle to expand your business's customer base and earn fierce, undivided customer loyalty.

Author Biography

Leonard Berry, PhD, is Distinguished Professor of Marketing, and holds the M.B. Zale Chair in Retailing and Marketing Leadership in the Mays Business School at Texas A&M University. He is also Professor of Humanities in Medicine, College of Medicine, Texas A&M Health Science Center. Dr. Berry is the author of several service quality bestsellers and the recipient of the 2007 American Marketing Association/Irwin/McGraw-Hill Distinguished Marketing Educator Award and the 2008 Paul D. Converse Award.

Kent Seltman, PhD, served as director of marketing at Mayo Clinic from 1992 through 2006. With more than 25 years of experience in healthcare marketing, Dr. Seltman writes and lectures frequently on marketing and branding. He also served as editor of Marketing Health Services, published by the American Marketing Association.

Table of Contents

Acknowledgmentsp. xi
The 100-Year Brandp. 1
Preserving a Patient-First Legacyp. 19
Practicing Team Medicinep. 49
Practicing Destination Medicinep. 67
Partnering for Leadershipp. 93
Hiring for Values-and Talentp. 131
Orchestrating the Clues of Qualityp. 159
Creating, Extending, and Protecting the Brandp. 185
Investing in Tomorrow's Organizationp. 223
Realizing Human Potentialp. 251
Indexp. 267
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