designing and managing services of Mayo Clinic.

2. MISSION:
 Inspire hope.
 contribute to the
well–being.
 Providing best
care.

3. PRINCIPLES
 Sincere concern for care and welfare.
 Interest of every member in professional
progress.
 Pursuit of ideal services,not profit.

4. Human
Resources
Top of pool talent Hiring for life
Employees are
salaried; no
incentive

5. Team players Commitment
Positive
attitude
Strong work
ethics
Cultural
diversity
TOP OF TALENT
POOL

6. STRATEGY:
 Health management: It is
the key business strategy.
Marketing management:
Through commercial
advisements and social
media such as Facebook
and podcasts.

7. NATURE OF THE SERVICES
PROVIDED:
Skilled, professional, people
bases services.

9. SUCCESS IN THE
SERVICE MARKET:
o Combining talent, encourage
and enable internal
communication and foster
organizational competence.
o Molding resources and talents
to each individual customer
needs.
o Time efficiency.

10. ACHIVING EXCELLENCE IN SERVISE
MARKETING:
Promotes good consultations
 Satisfies patients with unparalleled experience.
 Innovation and research.
 Many viewpoints.
 Technology.
 One-stop care.
 Experienced doctors in every specialty.

11. MANAGING SERVISE QUALITY:
 Use of multiple data sources to drive improvement.
 Accountability of service quality.
 Recognition and reward.
 Ongoing monitoring and control.
 Education and training.
 Service values and behavior.
 Service consultation and improvement tools.

12. MANAGING PRODUCT-SUPPORT
SERVICES:Mayo clinic suppy chain management supports it’s mission
through the provision of products and information that
directly support patient care. To reduce overall expenses:
• It leverages it’s purchasing volume.
• Works as a group-purchasing organization.
Current and potential suppliers are required to complete a
new authentication process.

13. Online service
appointment
facility:

14. ADVERTISEMENTS:
Mayo Clinic does not
endorse companies
or products. The
advertising revenue
is used to support
the not profit
mission of the clinic.

15. Commercial advertisement of the Clinic:

16. QUESTION 1:
Explain why Mayo Clinic is so
good at customer service. Why
has it been so successful
practicing medicine differently
from other hospitals?

17. The Mayo Clinic is so good at customer service
because they have taken the time to invest in
creating an atmosphere within their staff and
employees that say that no matter what the
patients interests is what will always be
considered first. They keep everyone informed
at all times and they maintain healthy records
to better serve their patients.
ANSWER:

18. QUESTION 2:
Do conflicts of interest exist
between wanting to make your
patient happy and providing
the best medical care possible?
Why or why not?

19. ANSWER:
A conflict of interest can arise in medical care if a
doctor, who has been entrusted by their patient to
act in their best interest, also has a professional,
financial or personal interest in the third party that
may affect the doctor’s ability to care for the
patient, according to the Australian medical
council,2009. Given that physicians are humans,
they are also prone to lapses of integrity and
therefore can be persuaded to make decisions that
could benefit them personally or financially.

20. The physicians and staff of Mayo Clinic does not
receive royalties or incentives for any innovations
or technology developed by Mayo and used in
the treatment processes of it’s patients.
However, the Clinic has laid down a ‘Conflict of
Interest’ policy abiding by it’s mission and a
review board oversees all such activities. The
Clinic employs people who has a love for their
work rather than a profit motive.

21. CONCLUSION:
Mayo Clinic is a non profit organization which has
achieved excellence in designing and managing it’s
products and services by satisfying it’s patients and
abiding by their mission.

22. DISCLAIMER:
Created by Oindrila Das, Jadavpur University ,during the marketing
management internship under Prof. Sameer Mathur , IIM Lucknow.