• Improving the Customer Experience and Staff Engagement through Lean Thinking

Improving the Customer Experience and Staff Engagement through Lean Thinking


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

Co-Presenter: Connie Flores, Lean Sensei, Hartford HealthCare, Hartford, CT USA


Lean System, Customer Experience, Staff Engagement





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.

Please select the relevant Registrant Type from: a) Conference & Workshops; b) Exhibits & Sponsorship; c) Speakers & Co-Speakers

Submit your PowerPoint by
January 31, 2019
Speakers’ Orientation Meeting:
Tuesday, March 12, 2019,
6 PM-7 PM

Please download the Speaker Instructions here

Conference Chair's Message 

Joel Smith

Continuous Improvement is not just something a Lean Six Sigma (LSS) practitioner leads their organization in practicing, but is also a core competency of their professional makeup. That is why more and more innovative and leading companies are looking for leaders that use the LSS way of thinking in everything they do within their organization.

In this era of data science and machine learning, the ability to connect the dots for end to end solutions across the boundaries of people, process and systems is the key to success. This year’s conference is focused on making sure we are “continuing” our journey as practitioners. Whatever your level of experience, you will learn new concepts, new perspectives and network with the best in the industry.