Andrew Miller's Business Checkup // Insights on Operational Effectiveness for Healthcare
Volume 33, January 2014
This monthly newsletter is designed specifically to help healthcare executives and business owners raise the bar within their organizations by providing insights on how to improve performance and maximize operational effectiveness and profitability.
About Andrew Miller

Andrew Miller is a leading expert in operational excellence. He helps his clients maximize profitability and performance by integrating strategies around driving innovation and collaboration, improving customer on boarding and retention, aligning strategy and execution, hiring and retaining top people, and optimizing speed.

His healthcare clients include renowned hospitals, global healthcare suppliers, shared service organizations, group purchasing organizations, private clinics and government institutions.


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Andrew' Application Absolutes

We are constantly hearing about new ideas and new strategies to improve the way our organizations operate. We may hear something at an industry conference or read about it in a book. But we often don't implement that idea effectively enough and this is usually because we don't test the idea effectively enough to give it a chance for success.
Testing the idea doesn't mean taking a long and arduous process to identify every single activity that is required. But it does mean taking a disciplined approach to making a decision whether the idea should be implemented. Here are five questions you should consider before implementing a new strategy within your organization:

  1. Does the strategy align with the direction that my organization is going? You want to ensure that any idea or strategy that gets implemented aligns with the direction the organization is going and helps to achieve your organizational goals.
  2. What impact would the strategy have for my organization? It's important that you are clear on what the impact will be on the organization. Will it increase profits? Help with employee or customer retention? Help you move into a new market more easily? Clearly identify what the impact would be and communicate it to all employees.
  3. What do I need to do to achieve that impact? Developing a plan of action will help you implement the idea or strategy successfully. What activities need to be performed and what measures of success will be used? This will help keep the organization focused in the right direction.
  4. Does the organization have the capability to implement the strategy successfully? Notice I didn't use the word 'capacity' here. Too many organizations claim they don't have the capacity for any more change, but that's only because they are going about change in the the wrong way. Ensure that you have the right skills and the right people to implement the idea successfully. If you don't, find the right people and then implement it.
  5. Who should be accountable for achieving results? There can only be only one person who is accountable for the success or failure of the idea, so identify who that is. There may be many people responsible for making it happen, but only one person is accountable. Too many organizations don't have clear accountability when implementing new ideas and strategies.

These questions take you through a simple process to ensure that the new strategy aligns with your overall strategy, that there is a good reason for using organizational resources on the new strategy, and that the organization has the opportunity to actually achieve the expected results. Take a few minutes with your senior team and apply these questions to a new idea or strategy you would like to implement and see if they help you look at the strategy from all sides.
These questions should help to eliminate some ideas that may sound good, but would end up being a waste of valuable time and resources.


On Andrew MilleR


Upcoming Events
I am hosting a free workshop on Operational Excellence on January 30 in Toronto. This will be a great opportunity to interact with people you wouldn't normally meet, discover new strategies to boost the performance of your organization, and try those strategies out through exercises and group work. There are only two spots remaining!
Click here to register and for more details.
On February 25, I will be speaking at the MEDEC conference, Making Sense of the Healthcare Puzzle. Click here to register and for more details.
Click here to be one of the first to pre-order a copy of my forthcoming book, Redefining Operational Excellence: New Strategies for Maximizing Performance and Profits Across the Organization, which is due out in June.


Recent news

Listen to my recent teleconference on how to increase the adoption of innovation in healthcare.

Read my latest article for the Ontario Hospital Association on how to achieve profitable growth in a changing healthcare industry.

Check out my blog, From Chaos to Order, where I post new articles, provocative ideas and other content regularly.

Recent videos
Check out my video series on Operational Excellence. These are short videos filled with tips to help your business run more effectively.

Please note that we grow our business through referrals and would never be too busy to speak with a friend, family member, acquaintance or colleague if you think we could be of assistance.

Please contact Andrew Miller at 416-480-1336 or visit our website at

Follow me on Twitter - @AndrewMillerACM

Please feel free to forward this newsletter to anyone to whom it might be of value.

© Andrew Miller. All rights reserved. 2014.