How We Revolutionized Our Emergency Department

Harvard Business Review

If it were a Toyota vehicle-manufacturing plant, a key enabler would be a rope strung along each production line above team members, the Andon Cord. To foster a common sense of urgency, every member of our leadership team was provided a copy of John Kotter’s “ Our Iceberg is Melting.” We enlisted experts in operational effectiveness and service excellence, and both leaders and front line staff were trained on the principles of lean manufacturing.