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Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations Paperback – January 1, 2008


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Product Details

  • Paperback
  • Publisher: Mcgraw-Hill (Tx) (2008)
  • Language: English
  • ISBN-10: 0071621539
  • ISBN-13: 978-0071621533
  • Product Dimensions: 8.9 x 5.9 x 0.9 inches
  • Shipping Weight: 15.2 ounces
  • Average Customer Review: 4.5 out of 5 stars  See all reviews (43 customer reviews)
  • Amazon Best Sellers Rank: #1,248,044 in Books (See Top 100 in Books)

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Customer Reviews

I would encourage any manager of a service organization to read this book.
Jedidiah J. Grisel
This company focuses on customer service, integrity, and core values and is a great example to all businesses.
Romeo Richards
"Management Lessons from the Mayo Clinic" was our Q4 2008 book club selection.
Brien Convery

Most Helpful Customer Reviews

16 of 16 people found the following review helpful By 3rdwaverider on December 8, 2009
Format: Hardcover Verified Purchase
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.
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14 of 15 people found the following review helpful By Martin R. Ekrem on August 5, 2008
Format: Hardcover
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.
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12 of 13 people found the following review helpful By Muhammad A. Waqar on July 23, 2008
Format: Hardcover
This book very beautifully and eloquently conveys the heart of service quality and excellence - building, nurturing, and protecting a strong services brand that revolves around the core humane values of integrity and customer respect. The hallmark of this book is the compilation of inspirational real life stories of staff and patients sharing their experiences of the successful customer-focused culture of Mayo Clinic. Moreover, the book very effectively sheds light on the importance of competing for talented employees and encouraging teamwork at all levels of the organization. Thus, it is a must-read book for the managers, administrators, and service providers across all industries.
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8 of 8 people found the following review helpful By Jeffrey Smith on April 10, 2010
Format: Hardcover Verified Purchase
"Management Lessons from Mayo Clinic" explains how one service organization built a brand based on customer service that has lasted more than a century. This book offers examples of customer service that could be applied to the management of any organization.

After reading the book, it is obvious to me that the authors have successfully communicated why Mayo Clinic has become an almost mythical institution. They stated in the beginning that the Clinic culture was based on its core principles and then described how the founders reinforced these principles by example and passed on the culture of value to the subsequent leaders and other employees. They drive home the point of the book and mantra of the clinic: "the needs of the patient come first."

The authors tended to emphasize the positives within the organization while glossing over the negatives. Perhaps you can argue that it was not the purpose of the book to point out the mistakes the Clinic has made. The authors admit that there have been mistakes and problems but didn't give much depth into what the problems actually were. It should be noted that one of the authors had recently retired from 15 years of service to the Clinic and may not be able to offer an objective critical analysis of the Clinic.

The authors mention the time spent in committees but don't really mention anyone complaining about the time lost (page 116). It would be interesting to hear suggestions or even an outright complaint from an employee regarding the time spent in these meetings. Has the Mayo Clinic become so proficient at communication that every employee understands the value of time spent in meetings? Perhaps they have.
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7 of 7 people found the following review helpful By Dr. James H. Donnelly on June 18, 2010
Format: Paperback
As a career academic in a university business school I tried to read this book as a detached observer and student of how to build a truly responsive service organization. But I also read it as a five year patient of the Mayo Clinic. I can say that it was difficult to stay detached and objective when you see and feel yourself in the pages once again experiencing all of the various dimensions of the culture of putting the patient first. I have lived the compassion, kindness and core values that the authors capture so well in this wonderful book. I encourage anyone seriously interested in building and sustaining service excellence in their organization to seek out and read this book.
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9 of 10 people found the following review helpful By Jedidiah J. Grisel on July 8, 2008
Format: Hardcover
Dr. Berry et al have beautifully gleaned valuable lessons from an outstanding organization that can be applied in multiple settings. The Mayo Clinic has attained a level of service that few organizations can achieve, and the secrets of there success are plainly revealed in their book. As a healthcare provider, I noticed how the authors clearly explained topics very familiar to those in healthcare so that members of all organizations can benefit. I would encourage any manager of a service organization to read this book.
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