Area health systems put customer service first [the broken link was removed] by MaryBeth Matzek
ThedaCare’s march toward lean began when Toussaint started looking for a way to improve quality and service while cutting costs. He found what he was looking for in an unlikely place – a factory that produces lawnmowers and snow blowers.
The model Ariens used was adapted from a system put in place by Toyota, the Japanese automotive manufacturer. As part of the system, teams are formed to look at processes and find ways to improve them – whether it’s cutting out an unnecessary step or finding a better way to serve the customer.