7
Creating the Improvement Infrastructure and Launching the Initiative
It takes much more than good intentions and executive edicts to create an organization-wide culture of front-line–driven improvement. It requires a well-thought-through system and support infrastructure. In this chapter, we discuss the main elements of this infrastructure, starting with a group of CI experts led by the CI champion we discussed in the last chapter.
Establish an Office of Improvement Expertise
Immediately upon being assigned responsibility for New Brunswick’s CI initiative, Jane Washburn began assembling a group of experts to provide the training, support, and oversight needed for the upcoming effort. This group eventually became the Office of Strategy Management ...
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