Mayo Clinic
A major US medical center.
Where Mayo Clinic comes up1 book
- 1Patient needs several specialistsCoordination used to fall on the patient
- 2One person owns the jobMayo took on the complexity
- 3Sequences specialist visitsOne owner orders the visits
- 4Books same-day slotsVisits are booked for the same day
From Book's Mayo Clinic example
What was said about Mayo Clinic
Mayo Clinic gave one person ownership of the patient's job across specialists. One person sequences the patient's specialist visits and books same-day slots. Mayo took on the complexity of coordinating care instead of leaving it to the patient.
The book uses this as its example of fixing a cross-functional process rather than reorganizing. It cites a 2010 Bain study in which fewer than one-third of 57 major reorganizations produced meaningful improvement.
Competing Against Luck: The Story of Innovation and Customer Choice
One person sequences specialists and books same-day slots, taking ownership of the patient's job across functions instead of reorganizing.
Mayo Clinic gave one person ownership of the patient's job across specialists. One person sequences the patient's specialist visits and books same-day slots. Mayo took on the complexity of coordinating care instead of leaving it to the patient.
The book uses this as its example of fixing a cross-functional process rather than reorganizing. It cites a 2010 Bain study in which fewer than one-third of 57 major reorganizations produced meaningful improvement.
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