ABSTRACT
Now you are ready to learn how to lead process improvement in healthcare by remembering three important lessons. Process improvement that works and lasts requires:
◾ Measuring ◾ Managing to the measure ◾ Making it easier
Utilizing the first M is often enough to get an improvement started. There is a story of a manager writing a number on the floor but saying nothing. People had no idea what he was doing. The next day, he wrote a different number and again said nothing. Soon, someone figured out the puzzling behavior. He was writing the prior day’s production output on the floor. Once the staff realized the “game,” they worked together to improve the process and beat the prior day’s numbers. It became fun, and the improvement started all because of a measure.
