The primary mission of health care is to facilitate healing. People often associate healing only with “cure,” but it is much broader. A clinician heals when she reassures a patient that a symptom does not signal a feared health condition. A treatment heals when it mitigates pain and slows progression of disease. Healing even occurs when a very sick patient dies at home surrounded by family instead of in a hospital attached to machines. Each unique instance of healing represents a physical and emotional journey through difficulty, toward contentment and even peace. All patients need healing, and when clinicians and their institutions actively foster it, they renew themselves, too.
Read more about the importance of realigning healthcare with healing here.
EDITOR’S NOTE: The Professional MBA Program at Mays, Class of 2020, is visiting Jakarta, Indonesia and Singapore on the annual International Field Trip, a part of the program’s International Business Policy course. The itinerary runs Friday, July 25 to Saturday, August 3 with 47 students, Arvind Mahajan, Ph.D., Associate Dean for Graduate Programs, and Mike Alexander, Director of the Professional MBA program, attending. Stay tuned for additional segments to their journey, told from the perspective of a student.
As a Texas A&M Professional MBA (PMBA) student who has completed their first year of the program, the time has come to tackle the infamous international field trip. The PMBA class of 2020 is going to Indonesia and Singapore to see how business, culture, and people work and live in Southeast Asia. Our class is stepping into the unknown – an international trip with 47 PMBAs from Mays Business School.
The time leading up to the trip has been hectic for me. I have never been out of the country before – I have just lived vicariously through other people’s pictures and videos of their experiences. The stunning photos of foreign countries have always guided my interest in traveling abroad. As an engineer, I am always researching everything I plan to do to the fullest, and this trip has been no exception. I have consulted many people about their experiences and sought advice and tips. Surprisingly, everyone has a different point of view, which is both helpful and problematic. Helpful in that their stories and advice continue to grow my anticipation for the trip. Problematic in the sense that when I’m trying to make decisions, it doesn’t help that everyone’s perspective is different. As with any analysis, I take all the inputs and average them to make a good prediction or decision on the matter. I find that if I keep an open mind and put my mind to it, I can accomplish anything, which includes this trip.
Some of my academic expectations for this trip are…
to expand my understanding of the world
to experience different cultures
to find out how business is conducted in other parts of the world
I can’t wait to put everything that I have heard or read about these locations to the test and see it for myself. This trip may only be one week, but looking at the itinerary, it will definitely be jam-packed. One of the things that I am most looking forward to is hosting Microsoft. Our team was selected to host them, which is truly a treat for me. I am a huge tech nerd, and I have known Microsoft since the first computer I ever used with MS-DOS. To be able to meet some of the folks that work there, even if it isn’t from their Redmond Washington office, will still be a truly remarkable experience.
My nonacademic expectations are…
to get to know my classmates better
to create better bonds
to expand my comfort zone
I feel like I know everyone in the class, though some are just on a, “Hey I am here with you” level. The PMBA program is not only about classroom study, but it’s also about learning from my peers and creating lasting friendships.
I look forward to seeing our cohort out of our element. I suppose that when you take us all out of our element, Houston, that’s when everyone will open up more. It’ll be even easier to get to know everyone. I suppose that being in our comfort zone lets us sneak away too easily, missing the opportunity to truly know one another. On this trip, we won’t have conflicting plans, or work stopping us from getting to campus early – we’ll have a shared agenda and purpose. That shared purpose and agenda, I hope, will create a shared sense of growth and adventure – for me, each of my classmates, and our cohort as a whole. I believe this trip has the potential for us to grow individually and together. A shared purpose and a sense of dependence will lead to deeper knowledge and deeper relationships. I know it will for me. I have no clue what I am doing outside of the U.S., so I will be relying on the collective mindset of the group to find my way through the unknown.
A truck driver entered a Mayo Clinic emergency room, severely short of breath. The diagnosis was a bacterial infection requiring immediate surgery. The patient indicated that her truck was illegally parked at the front entrance and her dog, also sick, was in the truck. Surgery would have to wait. But surgery could not wait, and a nurse volunteered to move the truck and attend to the dog. The truck turned out to be a semi. Finding a parking place, a licensed driver, and dog care fell far outside the nurse’s job description. But promises had been made. The nurse found a Mayo employee who was a former trucker to park the truck in a local shopping center parking lot (with permission). He took the dog to a veterinarian and cared for it in his own home until the patient was discharged. When asked in an interview why he went so far outside the normal service role, the nurse replied, “At Mayo Clinic, the patient’s needs come first.”
This true story, one of many exemplary service stories found in Mayo Clinic’s nearly 160-year history, illustrates the true potential of service: creating a customer experience so valuable and exceptional that the customer feels gratitude afterward. This is the acid test for every organization: how do customers perceive the organization following the service?
Read more about the creation of quality service and the value it begets here.
Next week, a class of 25 veteran entrepreneurs will be traveling to Aggieland to participate in Texas A&M’s annual Reynolds & Reynolds Entrepreneurship Bootcamp for Veterans (EBV). EBV is hosted by the McFerrin Center for Entrepreneurship, a member of the Mays Business School. From July 20-27 participants will engage in an intensive, experiential training program where they will learn and practice the skills needed to succeed as small business owners. They’ll be taught by Texas A&M faculty and staff, network with local entrepreneurs, and will depart as honorary members of the Aggie family. This year’s program marks the 12th anniversary of EBV at Texas A&M.
When asked why the McFerrin Center views EBV as an invaluable program, Director Blake Petty responded, “We take pride in the quality and impact of each of our Center’s 30 annual programs, but EBV holds a truly special place in our hearts. For these military veterans – many of whom deal with service-related disabilities – we recognize that transition back into civilian life can be daunting. Accepting additional risks by deciding to launch their own business only compounds these challenges. We aim to provide a comprehensive educational experience and support network to help ensure the success of our EBV participants. We’ve seen this one-week intensive experience save careers, change lives, and build lasting relationships between Texas A&M and these military heroes. As we prepare to launch our 12th annual EBV program – our ‘Maroon Anniversary’ requires that we once again raise the bar on our commitment to serve those who have served our country, and help them successfully launch and grow their entrepreneurial dreams.”
EBV is a 12-month-long program divided into three phases. Phase 1 is a three-week online, instructor-led course where participants shape their business plans. Phase 2 consists of an intensive eight-day residency at a university where participants learn the “nuts and bolts” of business ownership from established entrepreneurs and educators. Phase 3 provides post-graduation support and mentorship through EBV Technical Assistance — managed by the IVMF.
Founded in 2007 at the Institute for Veterans and Military Families (IVMF) at Syracuse University, EBV has expanded to include ten world-class universities. These institutions deliver EBV to post-9/11 veterans who desire to develop the skills and tools needed to launch and maintain successful businesses. Assistance from the U.S. Small Business Administration (SBA), corporate partners, foundations, and private donors allow participants to attend the program cost-free.
The Center for Retailing Studies (CRS) at Mays Business School is pleased to welcome Scott Benedict as its new director. An accomplished retail executive, he comes to Texas A&M University with more than 35 years of experience spanning traditional brick-and-mortar, eCommerce and international retailing.
Benedict most recently served as the Divisional Merchandise Manager for Health, Beauty & Grocery at eCommerce leader Groupon in Chicago. He has also held positions at Walmart, Sam’s Club, Best Buy, Service Merchandise and Montgomery Ward.
Leveraging extensive experience in retail business strategy, process refinement, and multichannel eCommerce, Benedict brings a track record of helping companies seize opportunities to increase operational efficiencies, control operating costs, and optimize profits while serving customers across multiple business channels.
“We are pleased to have Scott joining us as the Director of the Center for Retailing Studies, and he comes to us with significant executive experience and an impressive record of accomplishment across retail formats,” said David Griffith, Marketing Department Head. “We are happy to welcome Scott into the Mays Business School family and look forward to his leadership of the Center for Retailing Studies.”
With a desire to help influence the next generation of retail leaders, Benedict spent time keeping an eye on various retailing programs across the country on social media, including CRS. When the opportunity came along to join one of the top retailing programs in the nation at a Tier 1 institution, he didn’t hesitate.
“I have a strong passion for retailing, developing future leaders, and working with retailing professionals to share challenges and best practices,” Benedict explained. “CRS gives me the opportunity to do all of those things. We have a wonderful foundation in place.”
At Walmart, Benedict particularly appreciated the company’s core basic beliefs of respect for the individual, service to the customer, striving for excellence, and operating with integrity. His affinity for organizations with strong cultural beliefs is something that makes the transition from the corporate world to the academic world in Aggieland a seamless one.
“I have really enjoyed being a part of organizations with strong values and cultural beliefs,” said Benedict. “Texas A&M’s Aggie Core Values align strongly with what I feel strongly about, and have been taught to believe in my entire professional career.”
Some of Benedict’s areas of expertise include the development of category strategies, supplier performance management, retail merchandising, product marketing, inventory management, omnichannel strategy, and competitive price strategy. In an ever-changing era of retail, he seeks to bring that industry experience and perspective to Mays, and to the Center for Retailing Studies.
“I was taught as a buyer the concept of ‘divine discontent’,” he explained. “In other words, never be satisfied with the status quo and always seek to improve the business and your people.”
Benedict sees the opportunity to deepen the relationships already formed between CRS and its industry partners while examining how the program can grow and change to better equip the retail leaders of the future. “We need to continuously evolve and change in order to serve the dynamic needs of the retailing community now, and in the future” he added.