Management Lessons from Mayo Clinic Inside One of the World Most Admired Service Organizations Leonard Berry Kent Seltman 9780071590730 Books Télécharger Management%20Lessons%20from%20Mayo%20Clinic%20Inside%20One%20of%20the%20World%20Most%20Admired%20Service%20Organizations%20Leonard%20Berry%20Kent%20Seltman%209780071590730%20Books
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Télécharger Management Lessons from Mayo Clinic Inside One of the World Most Admired Service Organizations Leonard Berry Kent Seltman 9780071590730 Books DOF
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.
Leonard Berry, Kent Seltman,Management Lessons from Mayo Clinic Inside One of the World’s Most Admired Service Organizations,McGraw-Hill Education,0071590730,Customer Relations,Health Care Delivery,History, 20th Century - Minnesota,History, 21st Century - Minnesota,Hospital Administration - history - Minnesota,Hospitals - United States - Administration,Hospitals, General - history - Minnesota,Hospitals;United States;Administration.,Leadership - Minnesota,Management,Management.,Mayo Clinic,Mayo Clinic - History,Success in business,Administration,BUSINESS ECONOMICS,BUSINESS ECONOMICS / Customer Relations,BUSINESS ECONOMICS / Decision-Making Problem Solving,BUSINESS ECONOMICS / Management,BUSINESS ECONOMICS / Operations Research,BUSINESS ECONOMICS / Production Operations Management,BUSINESS ECONOMICS / Training,Business / Economics / Finance,Business/Economics,CUSTOMER SERVICE,Customer Relations,Decision-Making Problem Solving,HEALTH CARE ADMINISTRATION,Health Care Delivery,History, 20th Century - Minnesota,History, 21st Century - Minnesota,Hospital Administration - history - Minnesota,Hospitals,Hospitals - United States - Administration,Hospitals, General - history - Minnesota,Hospitals;United States;Administration.,Leadership - Minnesota,MEDICAL,MEDICAL / Health Care Delivery,Management,Management management techniques,Management - General,Management decision making,Management.,Mayo Clinic,Mayo Clinic - History,Medical/Hospital Administration Care,Non-Fiction,Operations Research,Production Operations Management,Production quality control management,Professional,Success in business,Training,United States,patient, operating principle, management, customer base, customer, loyalty, hospital, service, Good to Great, Jim Collins, The Toyota Way, Made to Stick, Here Comes Everybody, The Starbucks Experience, chip heath,patient; operating principle; management; customer base; customer; loyalty; hospital; service; Good to Great; Jim Collins; The Toyota Way; Made to Stick; Here Comes Everybody; The Starbucks Experience; chip heath,BUSINESS ECONOMICS / Customer Relations,BUSINESS ECONOMICS / Decision-Making Problem Solving,BUSINESS ECONOMICS / Management,BUSINESS ECONOMICS / Operations Research,BUSINESS ECONOMICS / Production Operations Management,BUSINESS ECONOMICS / Training,MEDICAL / Health Care Delivery,Management - General,Medical/Hospital Administration Care,Operations Research,Business / Economics / Finance,Administration,Hospitals,United States,Customer Service,Health Care Administration,Business Economics,Business/Economics,Management management techniques,Management decision making,Production quality control management
Management Lessons from Mayo Clinic Inside One of the World Most Admired Service Organizations Leonard Berry Kent Seltman 9780071590730 Books Reviews :
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.
Leonard Berry, Kent Seltman,Management Lessons from Mayo Clinic Inside One of the World’s Most Admired Service Organizations,McGraw-Hill Education,0071590730,Customer Relations,Health Care Delivery,History, 20th Century - Minnesota,History, 21st Century - Minnesota,Hospital Administration - history - Minnesota,Hospitals - United States - Administration,Hospitals, General - history - Minnesota,Hospitals;United States;Administration.,Leadership - Minnesota,Management,Management.,Mayo Clinic,Mayo Clinic - History,Success in business,Administration,BUSINESS ECONOMICS,BUSINESS ECONOMICS / Customer Relations,BUSINESS ECONOMICS / Decision-Making Problem Solving,BUSINESS ECONOMICS / Management,BUSINESS ECONOMICS / Operations Research,BUSINESS ECONOMICS / Production Operations Management,BUSINESS ECONOMICS / Training,Business / Economics / Finance,Business/Economics,CUSTOMER SERVICE,Customer Relations,Decision-Making Problem Solving,HEALTH CARE ADMINISTRATION,Health Care Delivery,History, 20th Century - Minnesota,History, 21st Century - Minnesota,Hospital Administration - history - Minnesota,Hospitals,Hospitals - United States - Administration,Hospitals, General - history - Minnesota,Hospitals;United States;Administration.,Leadership - Minnesota,MEDICAL,MEDICAL / Health Care Delivery,Management,Management management techniques,Management - General,Management decision making,Management.,Mayo Clinic,Mayo Clinic - History,Medical/Hospital Administration Care,Non-Fiction,Operations Research,Production Operations Management,Production quality control management,Professional,Success in business,Training,United States,patient, operating principle, management, customer base, customer, loyalty, hospital, service, Good to Great, Jim Collins, The Toyota Way, Made to Stick, Here Comes Everybody, The Starbucks Experience, chip heath,patient; operating principle; management; customer base; customer; loyalty; hospital; service; Good to Great; Jim Collins; The Toyota Way; Made to Stick; Here Comes Everybody; The Starbucks Experience; chip heath,BUSINESS ECONOMICS / Customer Relations,BUSINESS ECONOMICS / Decision-Making Problem Solving,BUSINESS ECONOMICS / Management,BUSINESS ECONOMICS / Operations Research,BUSINESS ECONOMICS / Production Operations Management,BUSINESS ECONOMICS / Training,MEDICAL / Health Care Delivery,Management - General,Medical/Hospital Administration Care,Operations Research,Business / Economics / Finance,Administration,Hospitals,United States,Customer Service,Health Care Administration,Business Economics,Business/Economics,Management management techniques,Management decision making,Production quality control management
Management Lessons from Mayo Clinic Inside One of the World's Most Admired Service Organizations [Leonard Berry, Kent Seltman] on . Management Lessons from Mayo Clinic/i 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
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