Leonard L. Berry - Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations

Praise for Management Lessons from Mayo Clinic

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.

K EVIN L ANE K ELLER , P H .D.
E.B. O SBORN P ROFESSOR OF M ARKETING
T UCK S CHOOL OF B USINESS , D ARTMOUTH C OLLEGE

A must read for organizations looking to restore service to its rightful place.

D AN J. S ANDERS
CEO U NITED S UPERMARKETS AND
N EW Y ORK T IMES BESTSELLING AUTHOR OF B UILT TO S ERVE

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. M ICHAEL M C G INNIS , MD
S ENIOR S CHOLAR AND E XECUTIVE D IRECTOR ,
R OUNDTABLE ON E VIDENCE -B ASED M EDICINE
I NSTITUTE OF M EDICINE , N ATIONAL A CADEMY OF S CIENCES

A remarkable story of a dynamic business model driven by customer-first advocacy and passionate teamwork.

J OE V. T ORTORICE , J R .
F OUNDER AND C HIEF E XECUTIVE O FFICER
J ASON'S D ELI

This book is not just helpful, it is a landmark. It totally reframes, enormously broadens, and forever ennobles the very idea of "service" in health care. No one who really cares about health care can leave these pages without renewed commitment to assuring experiences of dignity, responsiveness, and beauty for patients and families, and without utter confidence in the possibility of exactly that.

D ONALD M. B ERWICK , MD, MPP
P RESIDENT AND CEO
I NSTITUTE FOR H EALTHCARE I MPROVEMENT

a treasure of wisdom, stories, and learnings about what makes a great organization. It is inspirational. It should be read by everyone in the healthcare industry. It should be read by everyone in business. And the general public would find it fascinating. This landmark study carries inspirational lessons for all.

P HILIP K OTLER , P H .D.
S. C. J OHNSON & S ON D ISTINGUISHED
P ROFESSOR OF I NTERNATIONAL M ARKETING
K ELLOGG S CHOOL OF M ANAGEMENT ,
N ORTHWESTERN U NIVERSITY

Full of strategies and tactics managers can use every day to lead with creativity, compassion, and communication.

K IP T INDELL
C HAIRMAN AND CEO
T HE C ONTAINER S TORE

a wonderful book. The lessons each chapter so clearly spell out are essential reading for the leaders of any type of organization. Don't go to work without having read it.

G ERALD Z ALTMAN , P H .D.
T HE J OSEPH C. W ILSON P ROFESSOR E MERITUS ,
H ARVARD B USINESS S CHOOL
AND COAUTHOR , M ARKETING M ETAPHORIA AND
AUTHOR OF H OW C USTOMERS T HINK

Powerful and valuable insight about how to create a culture and environment that provide the best quality and experience.

G ARY S HORB
CEO, M ETHODIST H EALTHCARE

Great insight into how a successful service organization operates offers valuable information for businesses striving for service excellence.

C OLIN V. R EED
C HAIRMAN AND CEO
G AYLORD E NTERTAINMENT C OMPANY

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.

I AN M ORRISON , P H .D.
H EALTHCARE F UTURIST AND
A UTHOR OF H EALTH C ARE IN THE N EW M ILLENNIUM

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.

C HARLES S. L AUER
F ORMER VP AND P UBLISHER AND E DITORIAL D IRECTOR
M ODERN H EALTHCARE M AGAZINE

Management Lessons from Mayo Clinic should be required reading for every healthcare leader.

Q UINT S TUDER
CEO, T HE S TUDER G ROUP

MANAGEMENT LESSONS FROM MAYO CLINIC

MANAGEMENT LESSONS FROM MAYO CLINIC

INSIDE ONE OF THE
WORLD'S MOST ADMIRED
SERVICE ORGANIZATIONS

Leonard L. Berry
Kent D. Seltman

Copyright 2008 by Leonard L. Berry and Kent D. Seltman. All rights reserved. Manufactured in the United States of America. Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written permission of the publisher.

0071590749

The material in this eBook also appears in the print version of this title: 0-07-159073-0.

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DOI: 10.1036/0071590730

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