Mending Management Part II – Improving Customer Value By Transforming Healthcare Operations

In Part II of Mending Management (in the March/April issue of the Physician Leadership Journal), John S. Toussaint, MD, author of Management on the Mend, outlines how human resources, information technology and finance are integral to creating a new operating system that will transform all health care operations. We call the new operating system lean health care and it is deeply rooted in creating organizations of problem solvers, intent on improving quality and reducing cost. We have found that such a sweeping transformation is, of course, not always successful.

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