Six Sigma at Academic Medical Hospital (B)

Abstract

This case focuses on implementing and sustaining improvements designed by a Six Sigma team working in the emergency department of an academic medical hospital. Execution details of the various phases of Six Sigma are presented in the A case (UVA-OM-1058). The team's Black Belt has decided to use stakeholder-resistance analyses to help the team increase stakeholder acceptance of the process-improvement changes that have been tested via a pilot study. The case asks students to conduct a stakeholder's resistance analysis, develop influence strategies and communication plans for addressing the project's acceptance challenges, and prepare elevator speeches for key stakeholders identified in the A case. This case also provides an opportunity for an instructor to build on the Change Acceleration Process (CAP) and the CAP tools that were presented in the A case. See also the C case (UVA-OM-1079).

Keywords: continuous improvement, six sigma, service operations, teams

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