The healthcare landscape is changing rapidly due to factors like institutional consolidations and an increased focus on costs and outcomes. This is making management knowledge and leadership skills more important. Cleveland Clinic places a high value on continuous learning to help its employees develop these skills. Harvard ManageMentor plays a key role in Cleveland Clinic's leadership development strategy by providing online courses and materials on a wide range of management topics that employees can access flexibly on demand. This allows employees to learn both in quick bursts and through full online courses without spending time in a physical classroom. Surveys found that over 90% of employees who used Harvard ManageMentor applied what they learned and believed it improved their job performance.

1. continued »
As Healthcare Evolves, Leadership
Development Takes on a New Importance
The healthcare landscape is changing rapidly. Institutional consolidations,
global footprints, treatment breakthroughs, expanded use of technology,
an increasing focus on outcomes, cost pressures: all are having an
impact. And in the United States, healthcare reform is adding to the
complexity, changing how providers will do business in the future: more
systematically, more efficiently, and with more of an eye on costs. In
this environment, management knowledge and leadership capability are
becoming more important.
At Cleveland Clinic, Continuous Learning Is Foundational
Cleveland Clinic is one of the world’s most respected healthcare delivery
systems. One of the ways in which the Clinic has built and maintained
its position is through the high value that it has placed since its founding
on ongoing education. This education focuses both on medical science
and, increasingly, on developing management and leadership excellence
among its nonphysician executives, directors, managers, supervisors,
and frontline caregivers. With its comprehensive suite of online courses,
content, and tools, Harvard ManageMentor®
plays a foundational role in
Cleveland Clinic’s continuous learning.
C L I E N T S U C C E S S S T O R Y
“We are committed to developing great leaders, and Harvard ManageMentor
plays a key role in our strategy. It provides the content and tools that will
ultimately help our caregivers deliver the best care to those we serve.”
BUSINESS CHALLENGE
Providing management and leadership
development in a demanding, time-
pressured environment
AUDIENCE
2,500 nonphysician executives,
directors, managers, supervisors, and
emerging leaders
OFFERING AND SERVICES USED
Harvard ManageMentor®
IMPACT
93% of survey participants have applied
Harvard ManageMentor on the job
91% believe that it will improve their
job performance
Post-assessment learning results
show a 33% improvement over
pre-assessment levels
A T A G L A N C E
CLEVELAND CLINIC
UNITED STATES | AUSTRALIA | EUROPE | INDIA | SINGAPORE | UNITED ARAB EMIRATES
www.harvardbusiness.org

2. INTEGRATING
HARVARD MANAGEMENTOR
THROUGHOUT
Harvard ManageMentor is a key
element of Cleveland Clinic’s
leadership development strategy
and is embedded throughout
the Clinic’s learning programs,
courses, and resource materials.
As time constraints and costs
make face-to-face training more
difficult, being able to learn
anytime, anywhere becomes
more and more crucial. Since
the Clinic operates 24/7, running
multiple shifts, the ability to reach
employees who aren’t working
traditional 8-to-5 hours holds
special importance.
Harvard ManageMentor’s
modules, covering a wide range of
management topics, are available
to all of the Clinic’s management
leaders. This enables these leaders
to access learning—from quick,
moment-of-need “learning bursts”
to full online courses—without
having to spend time in a physical
classroom.
Harvard ManageMentor is often
used to supplement existing
programs, with program sites
linked to Harvard ManageMentor.
The Clinic also uses Harvard
ManageMentor for performance
management, leadership retreats,
coaching, pre- and post-work
for courses, and instructors’ course
preparation.
On-Demand Learning Supports Leadership Development
Harvard ManageMentor is an on-demand resource for leadership and
management skill development. Covering a broad range of business
essentials, its content is based on the latest thinking and proven practices
from Harvard Business Publishing’s world-class experts. With Harvard
ManageMentor, Cleveland Clinic employees will be able to grow as leaders,
make better decisions, and work more efficiently to provide the high-
quality patient care that has earned the Clinic its worldwide reputation.
People Matter, and Course Choice Reflects This
Healthcare has always been about people: those seeking care and those
providing it. So it’s not surprising that four of the five most frequently
accessed topics are related to the human element. Cleveland Clinic’s
caregivers learn about leading and motivating, conducting difficult
interactions, performance appraisals, and coaching. Interestingly, the
other topic on the top five list is financial essentials, an area that has
become a strategic imperative in healthcare.
Quick Burst Learning Works for Busy Clinicians
An aspect of Harvard ManageMentor that Cleveland Clinic finds most
valuable is its flexibility. Since hospitals run 24/7, providing face-to-
face training has always been challenging. Mounting time pressures
make it difficult even for those working normal hours. With Harvard
ManageMentor, employees can access learning whether they have two
hours to complete a full course, or a few minutes. Quick burst learning
has become especially popular. Nurses on shift changes, for example,
are now doing huddles on quick engagement activities. They choose a
topic, access a brief segment of content, reflect on it, practice what they’ve
learned, and discuss it when they reconvene in a week.
C L I E N T S U C C E S S S T O R Y
MC189691116
© 2016 Harvard Business School Publishing. Harvard Business Publishing is an affiliate of Harvard Business School.
“As face-to-face learning gets more and
more difficult, a learning method’s flexibility
becomes more critical.”
C L E V E L A N D C L I N I C
UNITED STATES | AUSTRALIA | EUROPE | INDIA | SINGAPORE | UNITED ARAB EMIRATES
www.harvardbusiness.org