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Hardcover
276 pages
ISBN 9780071590730 Published June 2008
McGraw-Hill
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Posted Dec. 5, 2008 8:51 a.m. by 800-ceo-read
In Book Awards - 800 CEO Read Blog
The books on our 2008 shortlist for the Industry Category are:
Management Lessons from Mayo Clinic: Inside one of the World's Most Admired Service Organizations
by Leonard L. Berry and Kent D. Seltman (McGraw Hill, June 2008)The Mayo brothers established and built "one of the world's most admired service organizations" with solid values and a practicality in operations that is truly clinical. What else would you expect from a Midwestern family? The Mayo Clinic continues that work today, and you can see those same qualities reflected in this story about its success.
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Charlton Hotel Company
by Joseph A. Michelli (McGraw Hill, July 2008)The key to success is quality and top-shelf customer service. Where do you learn these skills? By studying the best. The Ritz-Carlton properties are a marvel to experience, and here Joseph Michelli introduces the five "Gold Standard" principles you can use to make your restaurant, clothing store or gas station reach this new level of excellence.
The Orange Code: How ING Direct Succeeded by Being a Rebel with a Cause
by Arkadi Kuhlmann & Bruce Philp (Wiley, October 2008)ING Direct is an organization--within a traditional industry--that looks at the world differently. The Internet-based direct bank that started in 1996 and now has over 20 million customers in nine countries made its way to the top by adopting an incredibly simple banking model and helping its customers make informed and wise decisions. The Orange Code shows how ING succeeded in this current economy.
Jack Covert Selects - Management Lessons From Mayo Clinic
Posted July 18, 2008 4:55 a.m. by 800-ceo-read
Management Lessons From Mayo Clinic: Inside One of the World's Most Admired Service Organizations by Leonard L Berry and Kent D. Seltman, McGraw-Hill, 276 pages, $27.95, Hardcover, June 2008, ISBN 9780071590730
Over a century ago, a family of doctors in a small Minnesotan town formed an organization that has gone on to touch countless lives. These days, over 42,000 employees, students and volunteers go to work every day at Mayo Clinic's three U.S. campuses--one each in Minnesota, Florida and Arizona. But, talking to the clinic's patients, you'd never think the care they received came from such a large entity. Mayo Clinic has grown exponentially over the years, but has retained its human touch throughout. How has Mayo Clinic done it? Leonard Berry and Kent Seltman answer that question with this book.
In profiling this one very special organization, Berry and Seltman touch on almost every aspect of business--from the loftier issues of Vision, Values, and Purpose, to the everyday issues of customer service, management structure, hiring and branding. The authors tackle each issue methodically and know exactly when to step back and let those within the Clinic and their patients tell their own stories, keeping the book fresh and inspiring.
One such story is from Dr. Breanndan Moore. He was called in to work on a kidney transplant in the middle of the night, and noticed a technologist still in the lab. Being her supervisor and fearing the worst, he called her into his office the next day, asking why she had been in the lab at 2 a.m. It turned out that earlier that day she accidentally used the wrong solution on an antibody test and couldn't read it. She had come back just to do the test again. That was commendable, but Moore wondered why she didn't wait and redo the test the next day. She replied "Dr. Moore, I can't have the patients at Mayo Clinic waiting an extra day in the hospital just because I fouled up a lab test."
That technologist was behind the scenes, unknown to patients, and she wasn't expecting to be rewarded for her extra work--she didn't even expect anyone to know about it. It is employees like her that make Mayo Clinic what it is, and it is Mayo Clinic's culture that creates employees like her. Not every business has the high calling that Mayo Clinic has. Not every employee goes to work everyday clearly knowing that the work they do will benefit a life other than their own. But, the lessons and methods provided in this book can help any management team instill a culture and purpose to effectively manage an organization around.
The Mayo brothers established and built "one of the world's most admired service organizations" with solid values and a practicality in operations that is truly clinical. What else would you expect from a Midwestern family? The Mayo Clinic continues that work today, and you can expect those same qualities in this book.
