Texas A&M prof examines Obama, Mayo connection

By: Tamunews Email
By: Tamunews Email

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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