Management Lessons from Mayo Clinic

Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations Paperback – January 1, 2008

Author: Visit Amazon's Leonard L. Berry Page | Language: English | ISBN: 0071621539 | Format: PDF, EPUB

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Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations – January 1, 2008
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• Paperback
• Publisher: Mcgraw-Hill (Tx) (2008)
• Language: English
• ISBN-10: 0071621539
• ISBN-13: 978-0071621533
• Product Dimensions: 8.9 x 5.9 x 0.9 inches
• Shipping Weight: 15.2 ounces
• Amazon Best Sellers Rank: #948,782 in Books (See Top 100 in Books)

"Management Lessons from Mayo Clinic" explains how one service organization built a brand based on customer service that has lasted more than a century. This book offers examples of customer service that could be applied to the management of any organization.

After reading the book, it is obvious to me that the authors have successfully communicated why Mayo Clinic has become an almost mythical institution. They stated in the beginning that the Clinic culture was based on its core principles and then described how the founders reinforced these principles by example and passed on the culture of value to the subsequent leaders and other employees. They drive home the point of the book and mantra of the clinic: "the needs of the patient come first."

The authors tended to emphasize the positives within the organization while glossing over the negatives. Perhaps you can argue that it was not the purpose of the book to point out the mistakes the Clinic has made. The authors admit that there have been mistakes and problems but didn't give much depth into what the problems actually were. It should be noted that one of the authors had recently retired from 15 years of service to the Clinic and may not be able to offer an objective critical analysis of the Clinic.

The authors mention the time spent in committees but don't really mention anyone complaining about the time lost (page 116). It would be interesting to hear suggestions or even an outright complaint from an employee regarding the time spent in these meetings. Has the Mayo Clinic become so proficient at communication that every employee understands the value of time spent in meetings? Perhaps they have.

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