and the management practices that have made it great

With annual earnings exceeding 6 billion, the Mayo Clinic isn't just one of the world's most successful health care facilities, but one of its most successful businesses. In Management Lessons from Mayo Clinic, service business guru Leonard L. Berry explains how Putting the needs of the patient first is more than just the Clinic's motto, but an operating principle that guides every management decision. More importantly, he shows how to apply that principle to expand your business's customer base and earn fierce, undivided customer loyalty