For many of the people I work with the story I am going to tell will be very familiar!

I will start by saying that I believe that a lot of improvement programmes (including Lean Healthcare programmes) fail because people focus on achieving a change in the process but do not address the required changes in behaviour that support the change.

My example is this:

1. My refuse collectors (dustmen) changed the rules on me and insisted that I moved my bins to the edge of my property else they would not take them (PROCESS CHANGE)