Monday, October 29, 2012

Simplicity .... Front line employees know all the answers

I estimate that 98.9% of questions referred by front line employees to a 'more ‘senior person’ are unnecessary as the front line employee will already know the answer …. Maybe I am under-estimating


CCz said...

You are clearli under-estimating that number:

"Our management scores showed that, overall, schools and hospitals are even more poorly managed than manufacturing companies. In one illustrative example, a nurse in the UK told us that her hospital didn’t store bed linens on each floor, despite the obvious advantages of such a policy. One evening, when she was overseeing a ward, she went to a different floor to get new linens for a patient; upon returning, she found that another patient had died from a seizure. With no process for monitoring or correcting problems like this, the linens policy persisted two years later."

Trevor Gay said...

Doesn't surprise me at all Carlos. In my long career in healthcare the front line employees always had the best ideas – too often managers just stop them doing things. It's tragic that management in healthcare still get it so wrong and a patient's death is the result - it can't get much more serious or sadder than that.

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