Menu
Log in

LEAN SIX SIGMA WORLD CONFERENCE ABSTRACT

Improving Customer Experience and Staff Engagement through Lean Thinking

Presenter:

Mohamed Saleh, Director of Operational Excellence and Senior Lean Sensei at Hartford Health Care Corporation, Vernon, CT, USA

Co-Presenter: Todd Osowski, Lean Sensei, Hartford HealthCare Corporation, Hartford, CT USA

Keywords:

Lean System, Customer Experience, Staff Engagement

Industry:

Healthcare

Level:

Advanced

In this challenging healthcare environment we are being paid less to do more under greater scrutiny. The success of an organization is dependent upon two critical factors: 1) the implementation of a robust operating system that harnesses and unlocks the hidden capacity within its current resources and 2) full engagement from executive leadership team for the long term.

At Hartford HealthCare, our Lean Transformation has impacted over 18,000 employees with breakthrough strategies, innovation, improved customer experience and growth. “Our changing environment requires us to continuously transform ourselves to meet our aspirations as a health system. We set the bar high in terms of outcomes and we expect nothing but the best in living our values,’’ says Jeffrey A. Flaks, Hartford HealthCare (HHC) Executive Vice President and Chief Operating Officer. Shortly after, in 2016 the Lean Operating System was launched across 14 businesses areas and has now spread to over 600 areas. Culture changed as the focus was on Lean Principles and associated behaviors rather than tools. There was great enthusiasm on how the adoption of the lean management system helped both enhance the customer experience and advance the focus around our strategic priorities. The staff became equipped to transform, reshape and set a new standard to how we deliver care to our patients and the overall community.

This presentation will share the 4 domains of work and how they are carried out to form the backbone of the transformation: Management System, Production/Operations System, Problem Solving Muscle, and People Development. In addition, a year over year progressive journey with mistakes and lessons learned along the way will be presented.

Call for Proposals

Proposal Submission Deadline:
October 11, 2019

Acceptance notification date:
November 11, 2019

Early Registration Deadline:
February 11, 2020

Please make sure to review and prepare the material needed before you start the on-line Proposal Submission Form. Click here to see Proposal Submission Guidelines.

Who May Submit: This online form may be used by a principal speaker, co-speaker, contact person, or a committee member submitting on behalf of a speaker.

Multiple Proposals: You may submit multiple proposals.

Conference Registration Fee:
The conference registration fee is waived for the principal speaker of accepted proposals. Speakers are responsible for their travel expenses and arrangements. Co-speakers will receive a 30% discount for the conference that they are presenting at.

Length of Presentations: Technical sessions are typically 35 minutes. There will be a limited number of "double" sessions, 70 minutes, at the end of each day.

You will need the following to submit a proposal

Proposal Title: Maximum 80 characters including spaces. 

Keywords:Please include three keywords with a maximum of 100 characters, including spaces. 

Industry Sector: Please select the most relevant Industry sector for the proposal from a list.

Abstract: The Abstract should be 1,500 to 5,000 characters (note that it is Characters, NOT words), including spaces.

Biography: The Biography must be 1,500 to 5,000 characters, including spaces.

Public Profile: LinkedIn or Public Profile for link for the Principal Speaker: 

Speaker's Photo (optional)

Sample Video (optional)

Government Organizations




Corporations

““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““
““
““ ““ ““ ““ ““ ““
““ ““
““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““

© Copyright 2019 American Quality Institute. All Rights Reserved.

Log in