Why Culture Change Is Critical to Lean Initiatives

Abstract

When cultural roadblocks to Lean are removed, it has been the author's experience that healthcare leaders are more effective at engaging their teams in improvement efforts -- and increasing their potential to improve customer satisfaction. A culture of customer satisfaction in a healthcare organization is one in which all employees understand they are responsible for providing the highest level of care and service possible. To attain this culture, Lean methodologies must be integrated with concrete culture-change techniques that engage employees of multiple levels and disciplines. Once such a culture is established, Lean training and coaching will have greater impact for employees and, ultimately, those they serve. Following are five key lessons learned for Lean culture change, based on the medical center's experience and that of other organizations. 1. Establish a planning team. 2. Plan the organization's first large-scale Lean event. 3. Provide Lean training and coaching. 4. Initiate small tests of change. 5. Plan a second large-scale event

Department

Leadership, Management & Business

Journal

Healthcare Executive

Volume

30

Issue

6

Publication Date

2015

Document Type

Article

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