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

图书标准信息

• 作者 Leonard、Kent Seltman 著
• 出版社 Mcgraw-Hill
• 出版时间 2008-05
• 版次 1
• ISBN 9780071590730
• 定价 299.30元
• 装帧 精装
• 开本 其他
• 纸张 其他
• 页数 256页
• 正文语种 英语

【内容简介】

ManagementLessonsfromMayoClinicrevealsforthefirsttimehowthiscomplexserviceorganizationfostersaculturethatexceedscustomerexpectationsandearnsdeeployaltyfrombothcustomersandemployees.ServicebusinessauthorityLeonardBerryandMayoClinicmarketingadministratorKentSeltmanexplainhowtheClinicimplementsandmaintainsitsstrategy,adherestoitsmanagementsystem,executesitscaremodel,andembracesnewknowledge-invaluablelessonsformanagersandserviceprovidersofallindustries.

Drs.BerryandSeltmanhadtherareopportunitytostudyMayoClinic'sservicecultureandsystemsfromtheinsidebyconductingpersonalinterviewswithleaders,clinicians,staff,andpatients,aswellasobservinghundredsofclinician-patientinteractions.TheresultisabookabouthowtheClinic'sbusinessconceptproducesstellarclinicalresults,organizationalefficiency,andinterpersonalservice.

Byexaminingtheoperatingprinciplesthatguideeverymanagementdecisionatthislegendaryhealthcareinstitution,theauthors

Demonstratehowagreatservicebrandevolvesfromthecorevaluesthatnourishandprotectit
Extrapolateinstructivebusinesslessonsthatapplyoutsidehealthcare
Illustratethebenefitsofpoolingtalentandencouragingteamwork
Relatehistoricaleventsandperspectivestothepresent-dayMayoClinic
Shareinspiringstoriesfromstaffandpatients

Aninnovativeanalysisofthisexemplaryinstitution,ManagementLessonsfromMayoClinicpresentsaprovenprescriptionforcreatingsustainableserviceexcellenceinanyorganization.

【作者简介】

LeonardBerry,PhD,isDistinguishedProfessorofMarketing,andholdstheM.B.ZaleChairinRetailingandMarketingLeadershipintheMaysBusinessSchoolatTexasA&MUniversity.HeisalsoProfessorofHumanitiesinMedicine,CollegeofMedicine,TexasA&MHealthScienceCenter.Dr.Berryistheauthorofseveralservicequalitybestsellersandtherecipientofthe2007AmericanMarketingAssociation/Irwin/McGraw-HillDistinguishedMarketingEducatorAwardandthe2008PaulD.ConverseAward.KentSeltman,PhD,servedasdirectorofmarketingatMayoClinicfrom1992through2006.Withmorethan25yearsofexperienceinhealthcaremarketing,Dr.Seltmanwritesandlecturesfrequentlyonmarketingandbranding.HealsoservedaseditorofMarketingHealthServices,publishedbytheAmericanMarketingAssociation.

【目录】

Ch.1The100-yearBrand1
Ch.2PreservingaPatient-FirstLegacy19
Ch.3PracticingTeamMedicine49
Ch.47PracticingDestinationMedicine67
Ch.5PartneringforLeadership93
Ch.6HiringforValues-AndTalent131
Ch.7OrchestratingtheCluesofQuality159
Ch.8Creating,Extending,andProtectingtheBrand185
Ch.9InvestinginTomorrow'sOrganization223
Ch.10RealizingHumanPotential251
Index267