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 Clinic's 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 Clinic's 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.

Realizing Your Human Potential weaves spiritual insights with personal beliefs to create a unique narrative focused on sharing applicable principles and truths that will help others discover how to fulfill their human potentialthrough Gods eyes. Dr. Carlton Young, an Associate Professor of Surgery at the University of Alabama at Birmingham, has always kept Christ at the center of his life and relies on his personal experiences as well as credible source documentation and Scripture quotes to delve into the truths about nature, the things that make us human, and the consequences of our actions. As Dr. Young teaches others how to fuse these observations into a personal plan for their lives, he passionately debunks many modern thoughts and viewpoints regarding religions and spirituality while sharing concrete Christian principles that will help others refocus their lives on the things that matter. Realizing Your Human Potential offers a new way of understanding and relating to God and reflecting the nature of Christ, all while inspiring others to step out of their comfort zones and explore a new realm of personal possibilities.

Proceedings of the 25th annual conference of the Association for Educational and Training Technology, based on the theme of realizing human potential, are presented in this book. Fifty articles by international participants are included in sections that cover: (1) issues related to the meanings, quality, and evaluation of competence; (2) the contribution of experiential learning to realizing potential; (3) the teaching and learning of mathematics; (4) computer as aids to realizing potential; (5) the use of technology; and (6) human aspects of educational technology. References and tables accompany the articles. (LMI)