The Elephant In The Room

August 21, 2012
My briefing yesterday, Getting to 5% Variance all members, followed up on the notion of a need for standardization of service delivery in health and human services – and the proffered goal of reducing variance between professionals to 5%. To do this, managers in service delivery organizations need to embark a three-step process – measuring service variance in the current system; selecting and deploying standardized clinical best practices throughout the organization; and using tech-enabled systems for decision support of those practices and measurement of practice variance.

From my perspective as a consultant to many service delivery organizations . . .