ABSTRACT
Introduction In the last chapter, we discussed the concept of Lean and provided some speci§c tools for improvement. In this chapter, we focus on measurement. Speci§cally, we will explain why measurement is important and how it can be used in the healthcare industry. Standard and Davis (1999) have suggested:
Performance measurements are much more than a way to monitor work eŽciency and departmental output. ˜ey actually in²uence the way an organization operates and the way people do their jobs. Performance measures a›ect what kind of culture the organization develops, what attitudes people have, what approach is used to solve problems, what behaviors are encouraged and rewarded, and what decisions are made from the actual job function to boardroom. Essentially, what you measure is what you get.
