The Change Handbook, 2nd Edition

39

CHRIS SODERQUIST

Strategic Forum

Tell me, I forget.

Show me, I remember.

Involve me, I understand.

—Ancient Chinese proverb

Real-Life Story

In March 2005, a nationally known health-care provider wished to develop a long-term strategy for delivering dialysis services. The dialysis system is notoriously hard to manage due to a wide variety of factors: high expenses (both operating and capital investments), technologically sophisticated processes requiring a variety of staff skills, burnout and rapid turnover of nursing staff, and patient scheduling conflicts. Also, dialysis is often the result of a progressive disease that saps the strength and ...