TY  - CHAP
M1  - Book, Section
TI  - CREATING, EXTENDING, AND PROTECTING THE BRAND
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  - I  was  called  to  the  transfusion  lab  in  the  middle  of  night  to  look  at  a  cross  match  before  we  could  go  ahead  with  a  kidney  transplant.  As  I  left  the  lab,  I  noticed  one  of  the  techs  was  working.  As  it  was  then  about  2:00  a.m.,  I  decided  that  I'd  talk  to  her  later.  The  following  morning  I  brought  her  into  my  office  and  asked,  "What  were  you  doing  in  the  lab  at  two  in  the  morning?  You  weren't  working  on  the  kidney.  I  know,  because  I  was  there."  This  young,  blonde,  blue-eyed,  Minnesotan  turned  bright  red,  acutely  embarrassed,  and  said  to  me,  "Dr.  Moore  I  was  hoping  you  wouldn't  see  me."  My  heart  sank  when  she  said  that.  I  thought,  oh  my  God,  what  has  she  done?  She  continued,  "I  was  doing  the  platelet  antibody  test  during  the  day,  and  I  accidentally  used  a  solution  of  the  wrong  molarity  and  lost  all  the  platelets.  So  by  the  end  of  the  day  when  I  read  the  tests  on  all  the  patients,  it  was  a  bust—and  I  knew  it  was  a  bust—I  couldn't  read  it.  So  I  was  back  doing  the  test  again."  
SN  - 
PB  - McGraw-Hill Education
CY  - New York, NY
Y2  - 2024/04/19
UR  - accessmedicine.mhmedical.com/content.aspx?aid=1150327606
ER  -