Leonard L. Berry,Kent D. Seltman,: Management Lessons from Mayo Clinic : Inside One of the World's Most Admired Service Organizations
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. By examining the operating principles that guide every management decision at this legendary healthcare institution, the authors 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 Relate historical events and perspectives to the present-day Mayo Clinic Share inspiring stories from staff and patients An innovative analysis of this exemplary institution, Management Lessons from Mayo Clinic presents a proven prescription for creating sustainable service excellence in any organization.
The volume's contributors have a deep knowledge of, and strong personal ties to, quilt history and quiltmaking in Georgia. The Georgia Quilt Project, beginning in 1990, has documented more than 9,000 quilts. Volunteers conducted dozens of Quilt History Days around the state, interviewing quilt owners Management Lessons from Mayo Clinic : Inside One of the World's Most Admired Service Organizations download PDF and examining and photographing their quilts. The 120 quilts included in this book have been chosen from the thousands seen by the Project. Some are notable for their beauty, rarity, or workmanship; others are simple, functional objects that have been cherished for their ties to family history. All have their own stories to tell about family, community, and the desire to leave something tangible behind. The Dollmaker was the name of the serial killer who had stalked Los Angeles ruthlessly, leaving grisly calling cards on the faces of his victims. Now, with a single faultless shot, Harry Bosch thinks he has ended the city's nightmare. But the dead man's widow is suing Harry and the LAPD for killing the wrong man - an accusation that rings terrifyingly true when a new victim is discovered with the Dollmaker's macabre signature. So, for the second time, Harry must hunt down a death-dealer who is very much alive, before he strikes again. It's a blood-tracked quest that will take Harry from the hard edges of the L.A. night to the last place he ever wanted to go - the darkness of his own heart.
Author: Leonard L. Berry,Kent D. Seltman,
Number of Pages: 312 pages
Published Date: 01 Jun 2008
Publisher: McGraw-Hill Education - Europe
Publication Country: New York, NY, United States
Download Link: Click Here
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