Comments

I've been turned on to an innovative and employee-centric Brazilian organization that's really broken the mold of tradional corporate cultures and making money while they're at it. Check them out:
http://edition.cnn.com/2004/BUSINESS/05/19/go.semlar.transcript/

Posted by Darci at July 14, 2005 1:40 PM

Yes! Semco has been a leader in GOOD management. Check out their web site and definitely read "Maverick," Ricardo Semler's autobiography of his early years as the leader of the company his father founded. Talk about breaking the mold, reinventing, etc. Thank you for reminding me of Semco Darci.

Posted by Mike at July 14, 2005 1:45 PM

A very good link Darci.

Posted by felix gerena at July 14, 2005 3:02 PM

Southwest is a well-managed airline. Too bad their "story" isn't one I want to listen to.
1. They don't go where I usually need to go.
2. The "general admission" seating really stinks--in my opinion.
3. Flight and gate attendants are no better or friendlier than any others, in my experience.

Southwest offers the "story" a lot of others need, however.
1. Cheap flights.
2. Cheap flights.
3. Cheap flights.

Posted by Mike at July 15, 2005 10:30 AM

MOST (I admit not all) good quality improvement stuff in healthcare doesn't cost money - believe me IT REALLY DOESN'T!!

Here is a little story to illustrate my point.

I know an out-patient clinic here in the UK that provides after care for older people with chest problems.

The managers of the clinic did a patient survey to find out why there was a low return rate to the clinic from patients. They assumed there must be a problem with the service. The replies that came back from patients indicated extremely high levels of satisfaction and the highest possible praise for the doctors and nurses in the clinic. But despite that the patients still did not come back for ‘follow up’ appointments.

The managers decided to do more research and asked patients why did not come back for follow ups.

The answer was interesting. The clinic finished at 3.30 pm which meant that those patients who had to catch buses to go home were on the same buses as all the kids leaving schools and colleges near the hospital at 3.30 pm.

So the clinic managers brought forward the end time of the clinic to 3 pm so that the older people were able to catch an earlier ‘kid free’ bus … and hey presto … suddenly return visits to the clinic soared back up to 100%.

My point is the answer is often staring you in the face and it costs nothing in financial terms to resolve the problem.

Posted by Trevor Gay at July 17, 2005 7:05 PM

Trevor: Interesting and innovative article in the NYC Daily News today. Public hospitals in New York City are going to work on a barter system with all resident artists for free health care. Most artists (singers, dancers, painters) say that they don't have health care policies so NYC public hospitals are asking artists to come in and entertain their patients and they acquire points for every hour they entertain and that comes off the price of their own health care. It is a win-win situation and very creative...now what can we do about the dentists...

Posted by Suzanne G. at July 18, 2005 1:36 PM

That is brilliant Suzanne - a fabulous idea ... creative and innovative - I love it!

I wish we saw ideas like that in our UK healthcare system.

Dentists? ... mmm good question ...

What about background music playing for patients in the dental surgery "SMILE ..though your heart is breaking" .. sorry - that's the most creative I can be at 8.50 am on a Tuesday

I am sure others can think of many more :-)

Posted by Trevor Gay at July 19, 2005 2:52 AM

Background music we already have - now they have foot massages in some offices. I'd be willing to GIVE the foot massages and read palms if it meant it would cut down on dental bills. Also, there doesn't seem to be the kind of regulations in dental bills that there is with doctor bills. You have a couple of teeth worked on and say "How much will this be, doctor?" and he says "about as much as a downpayment on a house, miss" Whaaa???
Does anyone ever question the dentist these days?

Posted by suzanne g. at July 19, 2005 8:40 AM