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Saturday , April , 21 , 2018
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The Institute Way Blog

Gaming the System at the VA

Imagine you take your car to the car dealer to get serviced. Before you give your car to the service manager you see the following performance statistics posted on the wall: Average time to wait for an appointment after requesting one—27 days Number of people who requested an appointment but didn’t get one—46,000 Not too reassuring is it....
July 16, 2014 0 Comments

How Can They All Be Our Customers?

Twenty-three people were waiting for the workshop to begin. The job at hand was to facilitate key managers, analysts, and program advisors through a strategic thinking process and formulate a new strategy. The organization was a four-hundred employee health care non-profit. It was 20 years old and was created around a single purpose: saving lives by processing tissue and...
October 4, 2013 0 Comments