Management Lessons From Mayo Clinic: Delivering World-Class Service

A challenge for any large enterprise is to maximize the advantages of being big while minimizing the disadvantages - such as bureaucracy, inflexibility, impersonal service, and lack of coordination in serving customers. Mayo Clinic is a large organization that acts like a small one. Acting small with patients means to act flexibly, personally, knowingly, and compassionately. It means to combine efficient systems and provide coordinated, unhurried care. It means respecting the individuality and uniqueness of each patient. In this Webcast you hear how this complex service organization fosters a culture that exceeds customer expectations and earns strong loyalty from both customers and employees.