The primary job of a performance improvement officer is to coach the leaders of an organization, from the C-suite to frontline managers, to embrace and display the principle-driven behaviors that will guide improvement. And yes, that is a little different than the job description at most places.

In the two decades since the methods of the Toyota Production System first began migrating into healthcare, the job of the performance improvement (PI) office has been that of resident expert. Staffed with former manufacturing engineers who were learning healthcare and caregivers who were learning lean thinking (or any of its variations), the ...

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