Multi-hospital and Health Care Delivery System
This organization is a multi-hospital and health care delivery system. They requested an MGH CPE system-wide Baldrige assessment. The CEO and the senior team processed their feedback with MGH CPE and identified three areas to focus on for eighteen months. Early efforts built alignment and focus. Leaders stopped non-aligned activity and projects. They identified benchmarking teams and with support from MGH CPE, the teams embarked on analyzing role model approaches to building "line of sight" from strategic objective to individual behavior. They developed their own unique approach to designing and piloting culture change at the unit level and structured measurable improvements in staff engagement and commitment to achieving organizational goals. Enthusiasm for the results achieved and changes instituted led to a decision to seek feedback on their progress through an application to the Baldrige award program.