2014 Healthcare Systems Process Improvement Conference. ID # 130, Orlando, Florida, USA. February 21-24, 2014. Wysocki, B. "To fix health care, hospitals take tips from factory floor." Wall Street Journal(2004): A1. c. Example: At the Toyota Motor Company any worker who spots a defect occurring can pull a cord called an “Andon” that stops the assembly line until the problem is fixed. Similarly a nurse who spots a need for a new intravenous line but cannot get the appropriate department to do the replacement should have a procedure to get the change made to prevent a possibly serious infection. Thus the hospital should have a procedure, an Andon, to facilitate anyone, no matter their position, who notices a quality problem to force the corrective action.
Page 15 4.Balanced Scorecard b. Literature. Kaplan, Robert S., and David P. Norton. The balanced scorecard: translating strategy into action. Harvard Business Press, 1996. This and other books and articles by Robert Kaplan developed and have popularized the Balanced Scorecard idea. Zelman, William N., George H. Pink, and Catherine B. Matthias. "Use of the balanced scorecard in health care." Journal of health care finance 29.4 (2003): 1-16. Biro, Lawrence A., Michael E. Moreland, and David E. Cowgill. "Achieving excellence in veterans healthcare — A balanced scorecard approach." Journal for Healthcare Quality 25.3 (2003): 33-39. Subsequently VHA was criticized for the use of missing measurement of performance.
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