3

Knowing What We Know

Developing a Sense-and-Respond Organizational Capability

We definitely need to home in on some of the disconnects you found in the information network. At the same time, I think we need to create a broader ability for employees to get information from others when they need it. This is not so much about pushing more information through a group but about developing relationships that can be rapidly sought out when needed. I can get information from others when I want it because I’m the boss. But we need this kind of responsiveness built deeply into networks binding physicians, nurses, and administrators because the cost of them not getting timely information can be catastrophic.

—Senior hospital administrator

THIS SENIOR ...

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