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

by Leonard L. Berry (Author), Kent D. Seltman (Author)

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.

Back Jacket

"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 Think

"This 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 University

"A landmark. Through deep study, respectful listening, and eloquent reporting, the authors connect 'service success' to the very core of healthcare's 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 Improvement

"This 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 University

"Great 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 world's 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 College

"A must-read for organizations looking to restore service to its rightful place."
--Dan J. Sanders, New York Times bestselling author of Built to Serve

"Berry and Seltman speak eloquently to what an organization can achieve when it has clearly defined its core mission and focuses every aspect of the enterprise on that mission."
--J. Michael McGinnis, MD, Leonard D. Schaeffer Executive Officer, Senior Scholar, and Executive Director, NAM Leadership Consortium

"Powerful and valuable insight into how to create a culture and environment that provide the best quality and experience."
--Gary Shorb, former CEO, Methodist Healthcare, and Executive Director, The Urban Child Institute

"Whether part of healthcare or an executive in a corporation, the lessons to be learned from Mayo are both inspirational and timeless. This wonderful book is a must-read for anyone in pursuit of excellence."
--Charles S. Lauer, former VP, Publisher, and Editorial Director, Modern Healthcare Magazine

"Berry and Seltman have now defined a new gold standard for service with their extraordinary assessments of the prestigious Mayo Clinic's service culture and management."
--James D. Rogers, former President and CEO, Kampgrounds of America, Inc.

"Management Lessons from Mayo Clinic can help all service managers build better businesses and better brands that endure and thrive no matter how complex and difficult the environment."
--Ian Morrison, PhD, author of Healthcare in the New Millennium

"Management Lessons from Mayo Clinic should be required reading for every healthcare leader."
--Quint Studer, Founder and CEO, Studer Group

"Full of strategies and tactics managers can use every day to lead with creativity, compassion, and communication."
--Kip Tindell, former Chairman and CEO, The Container Store

"A remarkable story of a dynamic business model driven by customer-first advocacy and passionate teamwork."
--Joe V. Tortorice Jr., Founder and CEO, Jason's Deli

Author Biography

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.