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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.

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Price: $13.97 [Notify me when price goes down.]

How Lincoln's Faith Shaped His Leadership

Undoubtedly the most revered leader in American history, Abraham Lincoln has had more books written about him than all ournation's presidents put together. But for all that's been written,little has focused on his faith and how this quality shaped the man who led our country during its most tumultuous years.

Author Joe Wheeler, historian and scholar, brings to the pages of this insightful book the knowledge gleaned from over ten years of study and more than sixty books on the life and times of Abraham Lincoln. Skillfully weaving his own narrative with direct quotes from Lincoln and poignant excerpts from other Lincoln biographers, Wheeler brings a refreshingly friendly rendition of Lincoln's life, faith, and courage.

The stories, historical details, and powerful quotes on the pages of this book will leave a lasting impression on your heart, your mind, and your life..
Price: $12.85 [Notify me when price goes down.]

An exclusive look at one of the world's most successful and controversial companies, and the mysterious family behind it.

BMW is arguably the most admired carmaker in the world. It's financial performance is the envy of its competitors, and BMW products inspire near-fanatical loyalty. While many carmakers struggle with falling sales, profits and market share, demand for BMWs continues to grow, frequently outpacing production. Now, David Kiley-Detroit Bureau Chief at USA Today and author of Getting the Bugs Out, which covered Volkswagen's demise and rebirth, goes inside the fabled German automaker to see how it does what it does so well. With unprecedented access to BMW executives, Kiley goes behind the walls of BMW's famed "Four Cylinders" headquarters in Munich at a time when the company is in its most aggressive, and some say riskiest, expansion in its history and when some of the company's new products, like the 7 Series sedan and Z4 roadster, are for the first time drawing as many barbs from critics as bouquets. Kiley covers intimate details of the boardroom drama surrounding the company's nearly disastrous acquisition and subsequent sale of the British Rover Group and its expansion into selling MINI and Rolls Royce cars. Besides being a world-class carmaker, BMW is also considered one of the smartest consumer marketing companies and Kiley explores the extraordinary value and management of the BMW brand mystique. He also takes a revealing look at the mysterious and ultra-private Quandt family of Bad Homburg Germany, which owns a controlling stake in BMW: Johanna and Susanne Quandt, two of the wealthiest women in Europe and Stefan Quandt, one of the wealthiest bachelors on the continent.

David Kiley (Ann Arbor, MI) is the Detroit Bureau Chief at USA Today who has covered the auto industry for 17 years. He has been featured on Nightline, CNBC, CNN, MSNBC, NPR and the Today show. He is also the author of Getting the Bugs Out: The Rise, Fall, and Comeback of Volkswagen in America (0-471-26304-4), also available from Wiley..
Price: $22.50 [Notify me when price goes down.]

Loved in the South; admired in the North, Stonewall Jackson was a great general, a noble Christian and a pure man..
Price: $4.02 [Notify me when price goes down.]

In the sequel to the best-selling business book The Integrity Advantage, authors Adrian Gostick and Dana Telford take the concept of integrity in business to the next level: how to put integrity into action with your employees, your company, and your own life. < BR>.
Price: $4.35 [Notify me when price goes down.]

Norman Mailer said that George Plimpton was the best-loved man in New York. For more than fifty years, his friends made a circle whose circumference was vast and whose center was a fashionable tenement on New York’s East Seventy-second street. Taxi drivers, hearing his address, would ask, “Isn’t that George Plimpton’s place?” George was always giving parties for his friends. It was one of the ways this generous man gave back.

This book is the party that was George’s life–and it’s a big one–attended by scores of people, including Peter Matthiessen, Robert Silvers, Jean Stein, William Styron, Maggie Paley, Gay Talese, Calvin Trillin, and Gore Vidal, as well as lesser-known intimates and acquaintances, each with candid and compelling stories to tell about George Plimpton and childhood rebellion, adult indiscretions, literary tastes, ego trips, loyalties and jealousies, riches and drugs, and embracing life no matter the consequences.

In George, Being George people feel free to say what guests say at parties when the subject of the conversation isn’t around anymore. Some even prove the adage that no best-loved man goes unpunished. Together, they provide a complete portrait of George Plimpton. They talk about his life: its privileged beginnings, its wild and triumphant middle, its brave, sad end. They say that George was a man of many parts: “the last gentleman”; founder and first editor of one of our best literary magazines, The Paris Review; the graceful writer who brought the New Journalism to sports in bestsellers such as Paper Lion, Bogey Man, and Out of My League; and Everyman’s proxy boxer, trapeze artist, stand-up comic, Western movie villain, and Playboy centerfold photographer. And one of the brave men who wrestled Sirhan Sirhan, the armed assassin of his friend Bobby Kennedy, to the ground.

A Plimpton party was full of intelligent, funny, articulate people. So is this one. Many try hard to understand George, and some (not always the ones you would expect) are brilliant at it. Here is social life as it’s actually lived by New York’s elites. The only important difference between a party at George’s and this book is that no one here is drunk. They just talk about being drunk.

George’s last years were awesome, truly so. His greatest gift was to be a blessing to others–not all, sadly–and that gift ended only with his death. But his parties, if this is one, need never end at all..
Price: $19.80 [Notify me when price goes down.]

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Price: $22.79 [Notify me when price goes down.]

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..
Price: $22.36 [Notify me when price goes down.]