Management Lessons from Mayo
Clinic: Inside One of the Worlds Most
Admired Service Organizations by
Kent Seltman
The Mayo: Why Screening For Compassion, Competence, Contribution And
Collaboration Matters
Management Lessons from Mayo Clinic reveals for the first time how this
complex service organization fosters a culture that exceeds customer
expectations and earns deep loyalty from both customers and employees.
Service business authority Leonard Berry and Mayo Clinic marketing
administrator Kent Seltman explain how the Clinic implements and
maintains its strategy, adheres to its management system, executes its
care model, and embraces new knowledge - invaluable lessons for
managers and service providers of all industries.

Drs. Berry and Seltman had the rare opportunity to study Mayo
Clinics service culture and systems from the inside by conducting personal
interviews with leaders, clinicians, staff, and patients, as well as observing
hundreds of clinician-patient interactions. The result is a book about how
the Clinics business concept produces stellar clinical results,
organizational efficiency, and interpersonal service.
By examining the operating principles that guide every management
decision at this legendary healthcare institution, the authors
Demonstrate how a great service brand evolves from the core values
that nourish and protect it Extrapolate instructive business lessons that
apply outside healthcare Illustrate the benefits of pooling talent and
encouraging teamwork Relate historical events and perspectives to the
present-day Mayo Clinic Share inspiring stories from staff and patients
An innovative analysis of this exemplary institution, Management Lessons
from Mayo Clinic presents a proven prescription for creating sustainable
service excellence in any organization.
Personal Review: Management Lessons from Mayo Clinic:
Inside One of the Worlds Most Admired Service Organizations
by Kent Seltman
As professors of marketing at the University of New Mexico, OC and Linda
Ferrell recommend this book to anyone that manages a service
organization. In addition to being one of the most renowned healthcare
facilities in the world, the famed Mayo Clinic is also a highly successful
business. With its motto "putting the needs of the patient first" guiding its
every move, Mayo Clinic has built a large and loyal customer base. In
their book Management Lessons from Mayo Clinic, marketing professor
Leonard Berry and former director of marketing for Mayo Clinic Kent
Seltman take readers inside this longstanding and venerable institution.
Through eloquent prose, this book chronicles Mayo Clinic's history from its
beginnings in Rochester, MN to its current status as one of the largest not-
for-profit medical group practices in the world. This book is more than a
mere history, however. It provides readers with practical standards that
can be applied to both large and small healthcare settings. The book goes
beyond the reputations of Mayo Clinic and offers general principles
regarding customer service and other areas that will be useful to managers
in many different fields.
This examination of the Mayo Clinic service culture is based on Drs. Berry
and Seltman gaining an inside view of the operations and activities of their
highly respected clinic. Guided by Dr. Berry's marketing background,
research findings from personal interviews with physicians, nurses,
managers, clinicians, staff and patients demonstrate the values, norms and
artifacts of a complex service organization. Management Lessons from
Mayo Clinic does two things. First, it puts the institution in an historical

context, providing detail on how the brand was created. It then provides
insight in the culture that has allowed the clinic to expand far beyond its
home base. From the start, Mayo has been based on traditional, practical
values that have been upheld through relentlessly consistent application,
even as its fame has grown by leaps and bounds. Stories from patients,
providers, and Mayo staff give this book an intimate and accessible feel.
While it is an entertaining and insightful read, Lessons from Mayo Clinic is
also didactic. Each chapter provides important insights into the healthcare
industry, and summaries that will prove helpful to managers in numerous
disciplines.
This book demonstrates how Mayo Clinic has combined medical
competence with a patient orientation. Many organizations concerned
about relationships with their customers can learn how to develop a culture
that exceeds customer/patient expectations and earns loyalty from all
stakeholders. While this is a book that is ostensibly for managers in the
healthcare industry, the lessons offered will resonate across many fields.
Management Lessons from Mayo Clinic is a page-turner that is valuable
for the insights it offers into the healthcare industry, and for the lessons
offered to managers of all stripes.
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