STRATEGIC HRM AT THE MAYO CLINIC: A CASE STUDY
Tripp Welch, Jennifer Walter, and Daniel Tomlinson
The Mayo Clinic
ABSTRACT For many decades, Mayo Clinic has been ranked as one of the top medical institutions in the world. The entire health care industry has been experiencing immense challenges. Given the current and historic success of Mayo, what does Mayo need to do from an HR perspective to maintain this standard of excellence? This case identifies the strategies used by Mayo to achieve excellence in employee and patient satisfaction. The case describes how this complex service organization fosters a culture that exceeds customer expectations and ...view middle of the document...
3, Summer 2009
This case study examines the core components of HRM at Mayo and details the respective HR strategies used to sustain Mayo’s highly touted culture. The case describes how this complex service organization fosters a culture and practices that exceeds customer expectations and earns deep loyalty from both customers and employees. Specifically, the case will enable you to: 1. 2. 3. 4. Study Mayo’s organizational strategies and be able to articulate the relevance of organizational culture as part of the business strategy. Understand the value of organizational culture in helping an organization to build its brand. Critique HR practices using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Identify relevant value-added strategies necessary to deliver services at the highest quality.
Currently, the HR team at Mayo is a major player in helping to maintain and build a culture of teamwork. Workforce planning, employee recruitment and selection, training and development, compensation and benefits, and performance management are key areas in which HR strategies are used to develop and reinforce Mayo’s Model of Patient Care. The founders of Mayo have established the mission to “provide the best care to every patient every day through integrated clinical practice, education and research.” It therefore supports a comprehensive research department to “bring the bench to the bedside” and the Mayo College of Medicine to teach and prepare tomorrow’s medical professionals. In doing so, the premise of teamwork has been at the root of the culture, and subsequently human resource management (HRM) strategies have been designed to maintain these values.
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Journal of Human Resources Education
Volume 3, No. 3, Summer 2009
STRATEGIC HRM AT MAYO CLINIC: THE CASE The role of human resource management (HRM) in organizations continues to be of stronger importance and relevance (Bartel, 2004; Becker & Huselid, 1998; Cascio, 2003). Like other progressive organizations, Mayo Clinic has created a unique organization and continues to thrive even in a challenging economy and increasing costs of providing healthcare. Not only does Mayo provide quality healthcare, but it is regarded as one of the premiere healthcare institutions in the world (Lee, 2008). Mayo may have started out as a small outpatient facility, but now, a century later, the Mayo Clinic is one of the top-ranked hospitals. Medical professionals from every medical specialty work together at Mayo to care for patients, joined by common systems and a philosophy of "the needs of the patient come first." The Mayo Clinic is the first and largest integrated, not-for-profit group practice in the world. It is an organization where medical professionals from every medical specialty work together to care for patients, joined by common systems and a philosophy of "the needs of the patient...