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.

Given the many advances in technology as well as the ongoing discussion of health care reform post-Affordable Care Act, today’s healthcare administrators require a strong foundation in practice-based ethics to confront the challenges of the current healthcare landscape. Ethics in Health Administration, Fourth Edition focuses on the application of ethics to the critical issues faced by today's healthcare administrators. After establishing a foundation in the theory and principles of ethics, the text encourages students to apply ethics to such areas change, regulation, technology and fiscal responsibility. Thoroughly updated, the Fourth Edition includes 12 new, contemporary case studies that encourage students to apply ethics. A new chapter on the Ethics in the Epoch of Change stresses major changes in healthcare, including the digital revolution, population health, ethics temptations and ethic resilience. Other chapters have been revised to include new cases, and more.

A poignant collection of poems written by a dedicated Franciscan sister and the former hospital administrator of Saint Marys Hospital during a lifetime of dedication, this is a work that celebrates the seasons of life and brings insight—and a smile—to readers everywhere. During her fifty-five-year career at Saint Marys Hospital in Rochester, Minnesota, Sister Mary Brigh Cassidy remained a common person with uncommon capabilities. To whatever position she held, she brought a business acumen that was legendary, though she was quick to dismiss her extraordinary gifts for leadership as ordinary. Even though she worked tirelessly as the hospital administrator, caring for patients and leading the hospital through unparalleled growth, she found time at the end of her busy days to write poetry and reflect on spirituality, nature, and a life dedicated to service. Composed between the years of 1928 and 1968, the poems in Gifts of Her Spirit paint a picture of life through the Great Depression, World War II and post-war events—though, like Emily Dickinson and Jane Austen, Cassidy created her own world of words that was parallel to, but separate from, the great events around her. Her poetry often uses images from nature to capture the beauty and poignancy found in the seasons of the church and in the seasons of life—each with its own purpose, challenges, and rewards. Gifts of Her Spirit is a curation of approximately sixty of Cassidy’s poems, all arranged according to the Liturgical Calendar of the Catholic Church. From limericks to meditations, they gesture gently to the beauty of nature’s surroundings, provide strength for life’s challenges, and encourage the reader to look within themselves and to eternity. For those who knew Cassidy, her life itself was a gift of the Spirit. For those who read these poems, the wonder of that gift is revealed through her words.

The third edition of this classic is a must-have text for the human resource development (HRD) profession. It has with brand-new material on the impact of technology, globalization, and emerging business trends on HRD practice. Human Resource Development is a large field of practice but a relatively young academic discipline. For the last two decades, Foundations of Human Resource Development has fulfilled the field's need for a complete and thoughtful foundational text. This essential text provides an up-to-date overview of the HRD profession, along with the terminology and processes required for sound HRD research and practice. Readers will gain a basic understanding of • HRD models and theories that support best practice • History and philosophical foundations of the field • HRD's role in learning, performance, and change in organizations This new edition has been updated throughout and contains new chapters on assessment, technology, globalization, and future challenges. Examples of best practices are included, along with variations in core thinking, processes, interventions, tools, and much more. This must-have reference will help both practitioners and academics add clarity to their professional journeys.

The third edition of this classic is a must-have text for the human resource development (HRD) profession. It has with brand-new material on the impact of technology, globalization, and emerging business trends on HRD practice. Human Resource Development is a large field of practice but a relatively young academic discipline. For the last two decades, Foundations of Human Resource Development has fulfilled the field's need for a complete and thoughtful foundational text. This essential text provides an up-to-date overview of the HRD profession, along with the terminology and processes required for sound HRD research and practice. Readers will gain a basic understanding of • HRD models and theories that support best practice • History and philosophical foundations of the field • HRD's role in learning, performance, and change in organizations This new edition has been updated throughout and contains new chapters on assessment, technology, globalization, and future challenges. Examples of best practices are included, along with variations in core thinking, processes, interventions, tools, and much more. This must-have reference will help both practitioners and academics add clarity to their professional journeys.