One Response to “Indiana Lansley and the 18-week NHS target”

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  1. Phrases along the lines of “..be careful what you wish for..”, and “..people will chase what they are measured on..” spring to mind.

    Excellent blog with two really critical messages from a Lean perspective. 1.Unless you measure the whole process from the cutomer’s viewpoint, not just one aspect of the process, you are unlikely to achieve a sustainable and satisfactory outcome. 2.If you don’t measure anything you will achieve chaos (however, even that is better than measuring the wrong thing, which gives you expensive chaos!!).

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