In 1998, Commonwealth Health Corporation, a 478 bed medical centre in Kentucky, USA, began to implement a Six Sigma programme. The centre involved its customers in determining project scope, acquiring on-site training and tools, and verifying the benefits they received. Results have been outstanding: 1) The centre has a reinvigorated and transformed management culture; 2)…

BPIR Categories

14.3.2 Implement an improvement approach/method/technique
1.3.1 Build customer relationships
8.2.5 Leaders review org performance/capabilities
6.4.1 Improve process/service performance

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