Management Lessons from Mayo Clinic: Inside One of the World’s Most Admired Service Organizations — Leonard Berry, Kent Seltmanseeders: 1
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Management Lessons from Mayo Clinic: Inside One of the World’s Most Admired Service Organizations — Leonard Berry, Kent Seltman (Size: 2.77 MB)
Description If you like it, please Rate it   Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman explain how the Clinic implements and maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge - invaluable lessons for managers and service providers of all industries. Drs. Berry and Seltman had the rare opportunity to study Mayo Clinic's service culture and systems from the inside by conducting personal interviews with leaders, clinicians, staff, and patients, as well as observing hundreds of clinician-patient interactions. The result is a book about how the Clinic's business concept produces stellar clinical results, organizational efficiency, and interpersonal service. Sharing Widget |