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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
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
 

Technical Requirements

To fully participate in this electronic, interactive and live session, please check your system (or ask your IT department) to ensure it meets the following requirements:

Supported OS, Browser and Additional Requirements

Microsoft® Windows® 98 SE, 2000, XP, Windows VistaTM Home Basic, Home Premium, Ultimate, Business, or Enterprise (32-bit or 64-bit editions)

  • Internet Explorer 5.0 or higher
  • Netscape Navigator 7.1
  • AOL 9
  • Mozilla Firefox 1.5 or higher

Macintosh (OS X 10.2, 10.3, 10.4)

  • Safari 1.1 or higher
  • Mozilla Firefox 1.5 or higher

Linux

  • Mozilla Firefox 1.5 or higher

Solaris

  • Mozilla 1.7 or higher

Additional Requirements:

  • Macromedia Flash Player 8 or higher
  • Macromedia Flash Player 9 or higher for Linux and Solaris
  • Minimum bandwidth requirement is 56 kb/sec

Important tip - Please allow 15 minutes prior to joining a session to conduct your set-up and testing! Dial-up connectors - please allow more time.