TY - CHAP M1 - Book, Section TI - ORCHESTRATING THE CLUES OF QUALITY A1 - Berry, Leonard L. A1 - Seltman, Kent D. Y1 - 2018 N1 - T2 - Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations AB - Mary Ann Morris, who manages general services and Mayo Clinic volunteer programs at Mayo Rochester, likes to tell a story about her early days at the Clinic. She was working in a laboratory—a job that required her to wear a white uniform and white shoes. And after a frantic morning getting her two small children to school, she arrived at work to find her supervisor staring at her shoes. The supervisor had noticed that the laces were dirty where they threaded through the eyelets of the shoes and asked Morris to clean them. Offended, Morris said that she worked in a laboratory, not with patients, so why should it matter? Her supervisor replied that Morris had contact with patients in ways she didn't recognize—going out on the street wearing her Mayo name tag, for instance, or passing patients and their families as she walked through the halls—and that she couldn't represent Mayo Clinic with dirty shoelaces. "Though I was initially offended, I realized over time [that] everything I do, down to my shoelaces, represents my commitment to our patients and visitors…. I still use the dirty shoelace story to set the standard for the service level I aspire to for myself and my co-workers."1 SN - PB - McGraw-Hill Education CY - New York, NY Y2 - 2024/03/29 UR - accessmedicine.mhmedical.com/content.aspx?aid=1150327485 ER -