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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 America
Mayo 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 excellence
Learn 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.
Sommario
AcknowledgmentsChapter 1: The 100-Year BrandChapter 2: Preserving a Patient-First LegacyChapter 3: Practicing Team MedicineChapter 4: Practicing Destination MedicineChapter 5: Partnering for LeadershipChapter 6: Hiring for Values-and TalentChapter 7: Orchestrating the Clues of QualityChapter 8: Creating, Extending, and Protecting the BrandChapter 9: Investing in Tomorrow's OrganizationChapter 10: Realizing Human PotentialIndex
Info autore
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.
Riassunto
The leader’s guide to building a service powerhouse using the approach that made Mayo Clinic the #1 Hospital in America—now in paperback
