ABSTRACT
This chapter provides an example of a successful quality initiative that has been delivered through techniques other than the traditional improvement methods. It was not approached in the analytical way of gathering baseline data, mapping the process, analysing it, testing and making changes, and monitoring progress with a run chart. Instead, staff were provided with a simple real-time system that enabled them to receive feedback on their personal impact on the system so they could adjust their behaviour to achieve the system’s goals. It demonstrates that complexity principles can generate satisfactory solutions as an alternative to traditional re-engineering techniques.
