THE article talks about the risk of operational failures and the advantages of using employee input to streamline processes .
Take away quote from the article : "Drilling down to discover when frontline employees speak up most constructively, and how to translate this into problem solving, should help bridge that gap"
"Hospitals are enormously complex," Toffel observes. "Imagine a factory where every part has to be custom-built and can require any number of 100 or 200 services and subprocesses. On top of that, the most knowledgeable people about those subprocesses-the doctors-come and go from the factory and are not employed by it."
To shed light on how to encourage staff to share constructive feedback when using reporting systems, Adler-Milstein, Singer, and Toffel examined the influence of managerial engagement on problem solving and of an organization-wide information campaign.
First, the phenomenon of patient-safety information campaigns: Such campaigns increase the frequency of frontline workers' speaking up following an incident by 5 percent, the researchers learned. However, when it comes to sharing a solution to the problem, the campaigns had a much larger effect, nearly tripling the frequency with which frontline workers suggested a solution to the problem.Read more at hbswk.hbs.edu