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Management Lessons from Mayo Clinic: Delivering World-Class Service

What Makes Service at Mayo Clinic Tick?

Recording Date: October 30, 2008

By: Leonard Berry , Kent Seltman

Price: Free



Attending this Webcast is free. Registration is required.
Sign-up for your Free MyAMA account now or call 1-800-262-9699.

Overview

A challenge for any large enterprise is to maximize the advantages of being big while minimizing the disadvantages—such as bureaucracy, inflexibility, impersonal service, and lack of coordination in serving customers.

Mayo Clinic is a large organization that acts like a small one.

Acting small with patients means to act flexibly, personally, knowingly, and compassionately. It means to combine efficient systems and provide coordinated, unhurried care. It means respecting the individuality and uniqueness of each patient.

With a teamwork culture and teamwork tools, Mayo Clinic may look like a mammoth institution to the patient, but it doesn’t feel like one. The team taking care of the patient becomes a small organization within a large one; the team becomes the “face” of Mayo Clinic to the patient and family members.

In this Webcast you hear how this complex service organization fosters a culture that exceeds customer expectations and earns strong loyalty from both customers and employees.

What You Will Learn

For an insightful hour, we take an inside look at how Mayo Clinic achieves exemplary service, including:

  • How the right mix of people is needed to build effective teams and achieve “no-boundary” teamwork
  • Six principles for extending respect, esteem, and dignity to the recipient of service
  • How Mayo Clinic transfers core values to employee behavior and actions
  • The importance of organization infrastructure in enabling effective service delivery
  • How small details shape the customer perception of service delivery
  • And much, much more

About the Presenters

Leonard Berry is Distinguished Professor of Marketing and holds the M.B. Zale Chair in Retailing and Marketing Leadership in the Mays Business School at Texas A&M University. He is also Professor of Humanities in Medicine in the College of Medicine at The Texas A&M University System Health Science Center. He is a former national president of the American Marketing Association.

Dr. Berry is coauthor of Management Lessons from Mayo Clinic, and author of other books including Discovering the Soul of Service and Delivering Quality Service.

Kent Seltman is a senior marketing consultant at Mayo Clinic. From 1992 to 2006, he served as the director of marketing for Mayo Clinic. He and his staff of marketing consultants performed most of the primary market research for Mayo Clinic and then used that data as the basis of marketing plans, strategic initiatives, and continuous improvement. In addition, he was the Leader of the Brand Team that provided day by day oversight of the brand as well as brand consultation, brand education, and brand-related research.

In addition, he is coauthor of Management Lessons from Mayo Clinic and is a former editor of Health Services Marketing, published by the American Marketing Association.

 
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