Management Lessons from Mayo Clinic is an excellent book! It mostly is about the history of one of the world's most admired service organizations. At the end of each chapter the authors have a a section for management lessons.
Since my work is in information technology I found the following section helpful and it also speaks to why ROI's (return on investment) is a waste of time if done for no other reason then saving money or before the savings are realized. I wrote more about ROI's here.
From the book...
Use technology to support values and strategy. Technology is a tool to help an organization be what is wishes to be. Its purpose is to benefit its users, to enable their success, to make life better. Technology investments that do not benefit users, that thwart their success, or that make life worse are destined to cost the investing organization dearly. Technology designed to strictly to save money usually result in an excessive waste of money and a mountain of heartache. All technology should solve real problems in the context of an organization's core values and strategy.
Mayo Clinic has benefited enormously and durably from major technological investments. These investments have in common their direct link to the Clinic's core values and strategies....Saving money trough technology has frequently been the result, but rarely, if ever, the goal.
The authors point out that health care is one of the most complex services organizations. They say that if it is possible to create and sustain an excellent brand as Mayo Clinic it is even more attainable in other service organization.
It is an inspiring and hopeful story.
Read it and find out for yourself!
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