Document Type

Presentation

Presentation Date

5-2016

Conference Name

2016 Industrial and Systems Engineering Research Conference (ISERC)

Conference Location

Anaheim, California

Abstract

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.

Keywords

sustainability, lean, six sigma, tone, attitude, collective system design

Disciplines

Engineering

Included in

Engineering Commons

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