Unlocking Business Agility with Evidence-Based Management: Satisfy Customers and Improve Organizational Effectiveness

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Using Empiricism to Progress Toward Goals

Be-Well, a healthcare provider, had a strategic goal:

To enable customers to quickly find a provider, schedule appointments, and communicate with their provider from any web browser or mobile device, at any time that is convenient for them.

Be-Well believed providing customers with easier access to healthcare services, better than any competitor in the market, would result in significant growth in new customers. They organized a program around achieving this goal whose motto, “Put the power of healthcare into patient hands,” was evident in posters and marketing materials across the organization.

This program had a significant number of internal people with a vested interest in the program, including: ...