Last year was the first year in which I kept a more organized list of what I read. I had a loose goal to read a book a week and ended the year having read 48 books. Given that a few of the books were significantly denser academic ones I consider that close enough.
Management Lessons from Mayo Clinic is an in-depth look at how Mayo Clinic works and the service mentality that’s embedded within their operations. I posted some high-level notes over here. If you work in any kind of service team it’s a worthwhile read. It captures in a more structured and easy-to-name way some aspects of effective service that you likely already intuit.
Freedom from Command and Control covers how to apply ideas from Toyota’s production system to service teams of all types. John Seddon is a consultant and covers a bunch of case studies and models for how to evaluate service team performance. Reading it got my mind working more than any service industry book in recent memory. As an aside, it’s $50 on Amazon so I’d generally recommend reading it only if you can find it at a local library. The first two-thirds of the book are fantastic. The last third is more of a rant by Seddon against certain standards bodies.
I also refreshed my main reading list to start logging things as I go through 2019. I have a vacation coming up over the next week and a half so that list will grow quite a bit by the end of the month.