Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations
Berry LL, Seltman KD
New York, New York: McGraw-Hill;
2008
This book describes how Mayo Clinic, a complex service organization, fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Includes how Mayo Clinic implements and maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge.
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