Management Lessons from Mayo Clinic: Inside One of the World&rsquo;s Most Admired Service Organizations
Prescriptions for Service Success&#8220;Quite possibly the most important management book to appear in more than a decade&#8230;essential reading for the leaders of any type of organization.&#8221;-Gerald Zaltman, PhD, author ofHow Customers Think&#8220;This book reads like a thriller taking you into the heart of a great organization and peeling off, layer by layer, the secrets of creating incomparable performance for your customers and your partners. It should be read by everyone in business.&#8221;-Philip Kotler, Ph.D.,  S.C. Johnson & Son Distinguished Professor of International Marketing, Kellogg School of Management, Northwestern University&#8220;A landmark. Through deep study, respectful listening, and eloquent reporting, the authors connect 'service success' to the very core of healthcare's mission and to the very soul of the healthcare workforce.&#8221;-Donald M. Berwick, M.D., MPP, president and CEO, Institute for Healthcare Improvement&#8220;This book is an essential read for those managing labor-intensive, highly interactive service businesses, and offers thought provoking guidance to anyone seeking to build a customer-focused culture.&#8221;-George Day, Ph.D., Geoffrey T. Boisi Professor and codirector, Mack Center for Technological Innovation, Wharton School, University of Pennsylvania&#8220;Berry and Seltman have now defined a new gold standard for service with their extraordinary assessments of the prestigious Mayo Clinic's service culture and management.&#8221;-James D. Rogers, chairman/CEO, Kampgrounds of America Inc.&#8220;An extraordinary book that provides wonderful lessons in how to build and sustain service excellence in any business organization.  It also offers superb insights on how unshakable core values can drive a successful culture.&#8221;-Stephen W. Brown, Ph.D., Executive Director, Center for Services Leadership, W.P. Carey School of Business, Arizona State University