2016 Industrial and Systems Engineering Research Conference (ISERC)
The paper presents a continuation of the research with St. Francis Hospital ER. It is a follow-up to the Collective System Design to develop the NowER in 2012. Several principles affecting tone that are sustaining the St. Francis ER system design will be discussed. The new system design resulted in a patient satisfaction increase from 13th percentile to better than 65th percentile, nationwide. The tone of the redesign team not only made the new system design possible, it is the reason why the new NowER system is being improved and sustained.
sustainability, lean, six sigma, tone, attitude, collective system design
David S. Cochran and Joe Swartz (2016).
How Hospital ER Team is Sustaining Improvements through Tone in Collective System Design. Presented at 2016 Industrial and Systems Engineering Research Conference (ISERC), Anaheim, California.