Barbara Norris fights for addressing the many challenges it faces, as recently helped a nurse manager in the General Surgery Unit (GSU) in Eastern Massachusetts University Hospital (EMU). She inherited the device with the lowest satisfaction scores and a high staff turnover rate among all departments in the EMU. In addition, its new division was notorious for its culture opposition, accusing and favoritism. Staff who was unhappy, unmotivated and do not work as a team to deliver patient. In fact, in the GSU patient satisfaction scores, although the average has been steadily declining over the past few years. Barbara was asked EBU Director nurses to turn the unit around in the midst of a deep economic crisis and cost-cutting measures throughout the hospital. Where and how it should start? "Hide
by Boris Groysberg, Nitin Nohria, Deborah Bell Source: Harvard Business School 5 pages. Publication Date: March 13, 2009. Prod. #: 409090-PDF-ENG
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