An author of the book about how Mayo Clinic wrote the book on customer service is available to talk about why President Obama possibly will use the renowned clinic as a model for overhauling the nation’s health care program. Leonard Berry, who holds the rank of distinguished professor of marketing at Texas A&M University and serves as a professor of humanities in the College of Medicine at Texas A&M Health Science Center, says at the heart of the clinic’s 100-plus years of success is a core value virtually all its employees believe in and can cite: “The needs of the patient come first.” "Management Lessons from Mayo Clinic: Inside One of the World’s Most Admired Service Organizations" takes a rare in-depth look at the inner workings of the $7 billion enterprise. Berry co-wrote the book with Kent Seltman, marketing director at Mayo Clinic from 1992 through 2006. The pair interviewed leaders, clinicians, staff and patients and observed hundreds of clinician-patient interactions to understand the management culture and systems that produce Mayo Clinic’s signature service to patients and their family members.
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