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Mayo Clinic- Business Model by Rushabh Menon
- 1. How To Win Customers Over And Influence Industry Mayo Clinic
- 2. Historical BackgroundHistorical Background American Civil War Cyclone in Rochester Public Domain, https://commons.wikimedia.org/w/index.php?curid= 168560
- 4. Core Values The needs of the patient come first
- 5. 50 US States 150 countries 1 million satisfied Mayo Clinic Customers Patient Care Every aspect of patient’s experience
- 6. Education Investing in the future while pushing the Mayo motto
- 7. b Research Better understanding of disease processes Better Understanding of Clinical Practices Translation into Practice Cheaper and more effective treatment All operating income pushed into research and education.
- 8. Points of Difference Physical Environment- Seeing is Believing?
- 10. Quality Management Better Quality at Affordable Cost
- 11. What makes Mayo Clinic special?
- 13. Patient Centric
- 14. Work Environment You don’t get a doctor, you get a TEAM.
- 15. Doctor on Top Guided by Values Defies Business Logic Smart Recruitment
- 17. Micro Level
- 18. Macro Level
- 21. This presentation was made by Rushabh Menon (IIT Madras), as a part of the Marketing Internship by Prof. Sameer Mathur (IIM Lucknow) DISCLAIMER
Editor's Notes
- Dale Carnegie Book Reference
- Insert logo here Talk about what it represents
- Insert logo here Talk about what it represents
- Points of Diff
- Quality Mgmt Skilled engineers who keep the costs of processes down. Direct research on quality methods, and research published almost annually
- Thousands oh hospitals with more money, better doctors How does Mayo do better in marketing its service? Interesting to note that it didn’t have a marketing team till recently
- Tightly controlled Profit motivated Time constrained Hopital Politics
- Patient- Centric Primary Motive Physical Environment Remembered by name, and greeted Low costs fuelled by research
- You don’t get a doctor, you get the team Everyone is consulted and best opinion given, rather than shuttling you about Salaried employees, so lesser pressure to take more number of cases
- Guided by Values Mayo Colleges Doctor is key administrative officer, and has the last call on all major admin decisions Stayed true to its strategyy from inception, irrespective of market or costs. Totally the opposite of Marketing 101.
- Is there a tradeoff between them? Will customer satisfaction make the process of medical care less efficient?
- Quite possible in individual case. Lack of information on patient’s part. Scope for misunderstanding Assymetry in information between doctors and patient. Patient not knowing what’s best for him.
- Patients being happy drives the medical business in the long run Anti Vaccination Campaign Services which make customers happy ensure that they keep availing of them. If medical care was leading to patient being more unhappy than before, then it is not serving its purpose