This book, we will be presenting case studies which were
based mainly on work that both Bruce and I have been a part of in our
careers. For example, in one of our chapters, we will be presenting case
studies on Aviation Maintenance, Repair and Overhaul (MRO) as well as
a Hospital Emergency Department setting. You’re probably thinking that
we may have lost our minds thinking that Healthcare and MRO should be
discussed in the same chapter, as though they were related in some way.
But as you’ll see, they are not so dissimilar after all.
We will also be discussing our technique on how to achieve a motivated
work force to actively participate in improvement initiatives. We will be
discussing something we refer to as active listening. In presenting this
technique, we will describe how it has never failed us and how usually
it left the leadership team scratching their heads, wondering why such a
simple technique has eluded them for all these years