| Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations | 
 enlarge | Authors: Leonard Berry, Kent Seltman
Publisher: McGraw-Hill
Category: Book
List Price: $27.95
Buy New: $13.95
You Save: $14.00 (50%)
New (39) Used (11) from $13.95
Avg. Customer Rating:  11 reviews
Sales Rank: 33386
Media: Hardcover
Edition: 1
Number Of Items: 1
Pages: 256
Shipping Weight (lbs): 1.5
Dimensions (in): 9.2 x 6.2 x 1.1
ISBN: 0071590730
Dewey Decimal Number: 353
EAN: 9780071590730
ASIN: 0071590730
Publication Date: May 19, 2008
Availability: Usually ships in 1-2 business days
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| Customer Reviews:
 A must read for anyone in healthcare August 5, 2008
2 out of 2 found this review helpful
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.
A Blueprint for Creating an Excellent & Sustainable Service Organization July 24, 2008
3 out of 3 found this review helpful
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.
From someone who spent 25 years with Mayo Clinic July 14, 2008
7 out of 8 found this review helpful
I retired from Mayo Clinic 5 years ago, after spending 25 years with the organization in senior administrator capacities. I now live in Bellingham, WA, where I mentioned this book to the administrator of our local hospital and VP of a high-quality regional healthcare system. She said she had it on the top of her "to read" pile, but before doing so, she asked, "Is it true?"
My answer is a resounding, "Yes!" Kent Seltman was a colleague of mine for a number of years, and I'm so grateful that he and Dr. Berry took on this book. I personally know 90% of those quoted in the book and can vouch not only for their comments, but their personal integrity. For me, it was like a walk back through my career. What a gift.
Mayo Clinic is an amazing, though as mentioned, not a perfect place. I was continually in awe of the complexity and quality of the organization while I was there, and the feeling is only amplified after reading this book.
An architects response. July 11, 2008
2 out of 3 found this review helpful
How I regret this book was not written 25 years ago when I was developing and growing my international healthcare design practice.
It is elegantly and simply written and frequently uses the power of a story to illustrate "living the values" of this extraordinary organization.
Drs. Berry and Seltman make it clear that the Mayo success is not based on anything complicated. It is based on traditional values and good manners, but the secret is in consistent, relentless application. Thats not easy in any service organization. I am asking all my partners to read this book and we intend to discuss it at length to improve our own service performance.
Insightful and Usefull to anyone in a Service Organization July 10, 2008
6 out of 6 found this review helpful
This is a well written book which steps the reader through the success of Mayo Clinic. The book is laced with real life stories of what makes Mayo successful. This brings the lessons to life. Who would have thought that a small town clinic in Rochester, Minnesota could acquire and maintain a world class reputation for being the best in their field.
There are many lessons within this book for any service organization. Who can argue with:
* The patient's (client's) needs comes first
* Treat everyone with respect - coworkers and patients (clients)
* Work together as a team
* Deliver services efficiently
And, do all of this while being fiscally responsible.
The words are simple and no one can argue with them as core values. It is the consistent execution that is challenging. Mayo Clinic has gotten this right for over 100 years and, as a result, is in a class by themselves.
This book should be mandatory reading for managers and executives in any service organization.
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