Ep 67 - Deming Institute & Mike Dugan as CEO of Detroit Medical System

Today we discuss continual improvement through top management
change for the good of all interested parties.  Darci
absolutely loved this blog post.  Kyle and Darci, in both
personal and professional life, are improvement seekers.  They
both believe that change begins with you.  This blog discusses
that very phenomenon through Mike Duggan who was at the time the
CEO of Detroit Medical Center. Deming Institute & Mike Dugan as
CEO of Detroit Medical System Being the CEO, top management, Duggin
was charged with finding out why there was multi-million-dollar
loss the previous year.  Duggin started with the nurses, who
said it took so long to get patients discharged.  It could
take hours to get them wheeled out and sent home.  Whose fault
was that?  The transporters. Duggin checks in with the
transporters who gives their opinion and sends Duggin to the
Wheelchair Repair Shop.  When Duggin arrived in the shop, it
was the first time the CEO had ever been there.  Improvement
already!  As you can imagine, it was another pass the buck
situation, they said it was purchasing.  Purchasing said it
was Accounting.  Accounting affirmed it was them, at the
orders of the CEO! As you can imagine, this came as a surprise, but
also a revelation to Duggin.  This was his wake up, his call
to action.  Quality and continual improvement start with top
management.  Duggin, worked to remedy the situation. Instead
of solving the direct problem of getting supplies to fix the
wheelchairs to wheel out ambulatory patients, Duggin asked why the
hospital was wheeling out ambulatory patients.  Again, he was
given reason after reason, law, insurance policy, hospital
policy.  When Duggin realized there was no requirement to
wheel a healthy patient out of the hospital, he changed the
policy-to cheers of the nurses. It is refreshing to read about top
management that is willing to dig deep and make necessary changes
for the betterment of all interested parties.  This simple
change saved the hospital money, relived overworked employees, and
worked towards keeping customers happier. 
https://blog.deming.org/2020/01/leading-from-the-top-transformation-of-the-leader/
https://blog.deming.org/2020/02/leading-from-the-top-part-ii-transforming-our-thinking/
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