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Lean Hospitals, 3rd Edition by Mark Graban

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Chapter 4

Observing the Process and Value Streams

Learning to See

The late Yogi Berra, a legendary New York Yankees catcher and member of the Baseball Hall of Fame once said, “You can observe a lot just by watching.” That and other “Yogi-isms” draw a chuckle, but there is some truth in that statement. How often do managers, directors, vice presidents, and executives really know what happens on a daily basis in a health system? Do leaders really know what staff members and physicians are struggling with or frustrated with on a daily basis? Do leaders really know why waiting times or turnaround times are too long, or do they just review the same charts every month? Lean leaders help people solve problems by getting out of their offices and conference ...

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