Andrew Miller's Business Checkup // Insights on Operational Effectiveness for Healthcare
Volume 37, May 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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Leveraging Innovation to Improve Performance

Last week I hosted a group of healthcare leaders to to discuss how to increase the adoption of innovation in healthcare. We had a fantastic discussion that could have gone on all day. One of the more valuable insights that came out of the meeting was that innovation is not a goal in and of itself. Organizations need to measure innovation towards a specific outcome or goal. In order to truly foster an innovative culture, organizations need to ask themselves three questions:

  1. What do we consider innovative and what's not innovative for us?
  2. Why are we innovating? What's the objective?
  3. What impact will the innovation have and for whom?

Here are some other keys insights from the meeting:

  • Leadership must drive an innovative culture through behaviour, metrics, and acknowledgement.
  • Innovation is about raising the level of performance, not about restoring past levels of performance.
  • Increasing internal and external collaboration is essential to making a larger impact, and can only happen when interests and objectives are aligned.
  • One of the biggest challenges organizations have is how to encourage employees to think differently.
  • Some employees will embrace disruptive innovation and change and others won't. But every employee needs to participate by generating new ideas that will improve performance.
  • Organizations struggle with managing innovation and the application of ideas - getting from ideas to conception to sustainable implementation. Often because they don't have a formal, structured way to do so.

When I work with organizations like yours, the most successful and innovative organizations share specific characteristics:

  • They give employees the freedom to fail
  • They focus on making improvements, not resolving problems
  • They reward attitude and behaviour, not just victories
  • They encourage internal and external collaboration
  • They pursue ways to get the same or better results faster and cheaper
  • They evaluate employees on their contribution to identifying innovative practices
  • They formally manage the innovative process.

How many of these characteristics can you comfortably say your organization has?

Don't hesitate to contact me if you want to discuss how these ideas might apply to your organization.


On Andrew MilleR

Upcoming Events
I have launched a teleconference series on How to Transform Healthcare Through Operational Excellence. Click here to register and for more details.
My book, Redefining Operational Excellence: New Strategies for Maximizing Performance and Profits Across the Organization, is now available. Click here to order your copy.
In June, I will be speaking at the Canadian College of Healthcare Leaders annual conference in Banff. The topic will be Unlocking Your Hidden Leaders. Click here for more details.


Recent news

I have recently launched a new program to help healthcare organizations improve results through procurement. To learn more about RFP Management on Call, contact me or click here.
I am now writing a weekly column for the Canadian Healthcare Network. Click here to check it out.
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.