CHAPTER 12
SOLVING THE COST/QUALITY CONUNDRUM IN HEALTHCARE
America’s health care system is neither healthy, caring, nor a system.
—Walter Cronkite
One of the most powerful aspects of Deming’s “quality is made in the boardroom” principle is its universality. Whether a process involves the installation of a mirror on a truck, the approval of an insurance claim, or the preparation of a blood sample in a laboratory, the management system behind the process is what ultimately determines the outcome.
Applying management principles from an automaker to take on the challenges in healthcare is, therefore, no big leap. Healthcare, in fact, has suffered ...
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