LEAN SIX SIGMA WORLD CONFERENCE
Creating a Culture of Excellence to Deliver Value and Achieve Peak Performance
Presenter: Dr. Read G. Pierce, Vice President, Culture Transformation and Strategy, Institute for Healthcare Excellence, Ponte Vedra Beach, FL, USA
Co-Presenter: Dr. William J. Maples, President and CEO, Institute for Healthcare Excellence, Ponte Vedra Beach, FL, USA
Keywords:Culture, Transformation, Excellence
Despite decades of attention, measurement, and spending on improving quality, safety, efficiency, and experience in many industries, achieving excellent performance remains elusive. As an example, in the United States, total costs for medical care continue to rise rapidly, while aggregate measures of quality have improved modestly, if at all. Meanwhile, measures of human experience—for those both giving and receiving care—suggest large, persistent gaps between organizational performance and society’s desire for a healing experience. Purpose: Explore the connection between organizational culture, workplace experience, burnout, and sustainable performance, using healthcare as an example. Session Description: This session will explore key components of human experience when giving and receiving services, and tie the experience culture to both performance (quality, safety, and efficiency outcomes) and workforce burnout. As part of this exploration, we will address recent efforts—often embraced under the auspices of lean six sigma initiatives—to transform the performance of healthcare delivery systems across the United States, and discuss why these well-established and well-meaning efforts often fail. In addition, we will illustrate how much improvement work is directly tied to worsening burnout among clinicians, which further undermines the ability to improve performance and outcomes. The session then will present a novel, human-centered approach to radically redesign culture and, thus, performance, through a focus on human connection, positive emotions, and sustainable excellence. As part of this discussion, we will introduce a five-part framework that is emerging from a national pilot program supported by the National Taskforce for Humanity in Healthcare, as a high-yield, comprehensive blueprint for effective systems redesign that applies beyond the healthcare industry.
Finally, the session will briefly explore an emerging, scientifically validated measurement approach, which focuses on thriving and peak performance (not only defects and deficits) and complements traditional lean six sigma methods.