RT Book, Section
A1 Berry, Leonard L.
A1 Seltman, Kent D.
SR Print(0)
ID 1150327485
T1 ORCHESTRATING THE CLUES OF QUALITY
T2 Management Lessons from Mayo Clinic: Inside One of the World's Most Admired Service Organizations
YR 2018
FD 2018
PB McGraw-Hill Education
PP New York, NY
SN 9781260011838
LK accessmedicine.mhmedical.com/content.aspx?aid=1150327485
RD 2024/04/19
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