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Operations Excellence: A Multi-Faceted Transformational Approach to Breakthrough Performance

Summary: There is increasing momentum in the healthcare industry to embrace transformative change to meet the challenges of escalating costs and decreasing reimbursement, limited resources, increasing demands for quality and safety, and pressures to provide superior customer service. In the wake of a recent organizational merger and in response to these internal and external drivers, the senior leadership team at Advocate Condell Medical Center (Condell) found it essential to transform its business and pursue a higher level of performance excellence to stay competitive.

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  • Topics: Process Management, Criteria for Performance Excellence
  • Keywords: Operations excellence, Balanced scorecard, Six Sigma, Baldrige Performance Excellence Program, Process improvement
  • Author: Steed, Airica
  • Journal: Journal for Quality and Participation