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

Delivered as promised

Crisp and very informative.

Very lucid writting

Mayo is a great clinic. But this book is useless. Propaganda. Only propaganda. No good information for managers besides what is obvious.

Best book on how to run a health system. Wonderful ethos.

Un business model orienté vers le patient, comme cela devrait être partout mais comme cela n'est nulle part.Ce livre n'expose pas d'idées nouvelles mais démontre que cela est possible et donne quelques pistes pour améliorer le fonctionnement de l'hopital.Il démontre également qu'un fonctionnement hospitalier basé sur des décisions médicales amène au mieux lorsqu'il est modélisé dès le recrutement des médecins.

Mayo Clinic is part of the American vernacular, and synonymous with excellence in health care. Did you ever wonder how the organization achieved such remarkable level of awareness inarguable brand associations? In Berry and Seltman's book, you'll learn that it had little to do with promotion, and everything to do with values. Preservation of the values of the Drs. Mayo is baked into the "product" of Mayo Clinic, which, of course, is a service.If you are in the service industry, then you know that product features are defined by the service experience, and the benefits are determined by customer satisfaction. Both are intangibles.Mayo Clinic has applied manufacturing process improvement (Six Sigma, LEAN, et al) to healthcare systems to improve the patient experience. For in the end, Mayo's management understands that the patient outcomes define product quality, and patient satisfaction is the promotion.With all the hoopla today surrounding social media and marketing, an interesting sidebar to this book is the realization that Mayo's brand was built entirely through social networks; patients travel around the world for treatment at the clinic, and return home to tell the tale to friends and family. Quite obviously, the majority of the stories told have been positive. This book helps us to understand why.

The Mayo Clinic is first and foremost an empathic and compassionate physician-led organization that is guided by the persisting and unwavering vision, mission, objectives, goals, and values laid down by its founders.The Mayo Clinic's guiding principle has been 'the needs of the patient come first' and has been backed up by a corresponding model of quality care, tradition and culture.The authors have done a great job explaining, with historical accounts, numerous anecdotes and testimonials, why the Mayo Clinic has stuck to its principles when so many other organizations have drifted into mediocrity, degenerated, lost their way, or worse gone 'psychopathic' (as described in The Corporation: The Pathological Pursuit of Profit and Power by Joel Bakan.)While many of the corporations associated with the recent financial debacles have been associated with white collar psychopaths (as described in Snakes in Suits: When Psychopaths Go to Work by Paul Babiak and Robert Hare), the Mayo Clinic has for decades worked hard to attract the very opposite kind of person. The Mayo Clinic has, with great determination and purpose, screened out those whose values are antithetical to highly compassionate and ethical multidisciplinary competence, cooperation, contribution, and collaboration.The enduring and critical importance of selectively hiring only people with values and motivations aligned with those set down by the founders has been convincingly emphasized as a key to the legendary and peerless Mayo Clinic reputation.