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Publisher's Summary

James I. Merlino, a colorectal surgeon and the chief experience officer at Cleveland Clinic, and Ananth Raman, the UPS Foundation Professor of Business Logistics at Harvard Business School, write about how the Cleveland Clinic’s transformation to a truly patient-centered hospital holds lessons for any organization looking to compete on service excellence.

This article was first published in the May 2013 issue of Harvard Business Review.

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©2013 by the President and Fellows of Harvard College, All Rights Reserved (P)2013 Audible Inc.

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