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dc.contributor.authorTucker, Anita Carson
dc.contributor.authorSinger, Sara Jean
dc.date.accessioned2014-07-18T14:34:22Z
dc.date.issued2014-07-18
dc.identifier.citationTucker, Anita L., and Sara J. Singer. "The Effectiveness of Management-By-Walking-Around: A Randomized Field Study." Production and Operations Management (forthcoming).en_US
dc.identifier.issn1059-1478en_US
dc.identifier.urihttp://nrs.harvard.edu/urn-3:HUL.InstRepos:12534914
dc.description.abstractManagement-By-Walking-Around (MBWA) is a widely adopted technique in hospitals that involves senior managers directly observing frontline work. However, few studies have rigorously examined its impact on organizational outcomes. This paper examines an improvement program based on MBWA in which senior managers observe frontline employees, solicit ideas about improvement opportunities, and work with staff to resolve the issues. We randomly selected 19 hospitals to implement the 18-month long MBWA-based improvement program; 56 work areas participated. We find that the program, on average, had a negative impact on performance. To explain this surprising finding, we use mixed methods to examine the impact of the work area's problem-solving approach. Results suggest that prioritizing easy-to-solve problems was associated with improved performance. We believe this was because it resulted in greater action taking. A different approach was characterized by prioritizing high-value problems, which was not successful in our study. We also find that assigning to senior managers responsibility for ensuring that identified problems get resolved resulted in better performance. Overall, our study suggests that senior managers' physical presence on their organizations' frontlines was not helpful unless it enabled active problem solving.en_US
dc.language.isoen_USen_US
dc.relation.isversionofhttp://onlinelibrary.wiley.com/doi/10.1111/poms.12226/abstracten_US
dash.licenseOAP
dc.subjectquality improvementen_US
dc.subjectpatient safetyen_US
dc.subjectcultureen_US
dc.subjectimplementation researchen_US
dc.subjectmanagement practices and processesen_US
dc.subjectorganizational cultureen_US
dc.subjectperformance improvementen_US
dc.subjecthealth care and treatmenten_US
dc.subjecthealth industryen_US
dc.titleThe Effectiveness of Management-By-Walking-Around: A Randomized Field Studyen_US
dc.typeJournal Articleen_US
dc.description.versionAuthor's Originalen_US
dc.relation.journalProduction and Operations Managementen_US
dash.depositing.authorTucker, Anita Carson
dc.date.available2014-07-18T14:34:22Z
dc.identifier.doi10.1111/poms.12226/abstract*
dash.contributor.affiliatedSinger, Sara
dash.contributor.affiliatedTucker, Anita Lynn
dc.identifier.orcid0000-0001-9765-7372


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