Mayo Clinic Case

7138 Words Nov 24th, 2012 29 Pages
STRATEGIC HRM AT THE MAYO CLINIC: A CASE STUDY
Sunil Ramlall
Hamline University

Tripp Welch, Jennifer Walter, and Daniel Tomlinson
The Mayo Clinic

ABSTRACT For many decades, Mayo Clinic has been ranked as one of the top medical institutions in the world. The entire health care industry has been experiencing immense challenges. Given the current and historic success of Mayo, what does Mayo need to do from an HR perspective to maintain this standard of excellence? This case identifies the strategies used by Mayo to achieve excellence in employee and patient satisfaction. The case describes how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and
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Not only does Mayo provide quality healthcare, but it is regarded as one of the premiere healthcare institutions in the world (Lee, 2008). Mayo may have started out as a small outpatient facility, but now, a century later, the Mayo Clinic is one of the top-ranked hospitals. Medical professionals from every medical specialty work together at Mayo to care for patients, joined by common systems and a philosophy of "the needs of the patient come first." The Mayo Clinic is the first and largest integrated, not-for-profit group practice in the world. It is an organization where medical professionals from every medical specialty work together to care for patients, joined by common systems and a philosophy of "the needs of the patient come first." More than 3,300 physicians, scientists and researchers and 46,000 allied health staff work at Mayo Clinic, which has sites in Rochester, Minnesota, Jacksonville, Florida, and Scottsdale/Phoenix, Arizona. Collectively, the three locations treat more than half a million people each year. Mayo’s mission is to “provide the best care to every patient every day through integrated clinical practice, education and research.” It therefore supports a comprehensive research department to “bring the bench to the bedside” and the Mayo College of Medicine to teach and prepare tomorrow’s medical professionals. Healthcare institutions have faced

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