By Monica E. Oss Executive teams often point out to me the irony of the “characteristics for success” in the year ahead. First, they are encouraged to have rock solid, stable operations that are highly productive with good margins (see For The Next Normal, Ready = Resilient). And at the same time, they are advised that they need to be nimble (see The Need For Speed—From The Executive Team). The irony is not lost on me. To create value—for consumers, for payers—executive teams need to pay constant attention to performance metrics that matter to their customers. And they need to improve the efficiency and effectiveness of the services they deliver. At the same…
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