Driving Operational Excellence and Culture Effectiveness
The challenge
NextGen Children’s Hospital sought to strengthen its operational performance while maintaining the human-centered culture that defines its excellence in care.
Like many hospitals, NextGen faced mounting pressures—rising costs, growing patient demand, and the complexity of managing multi-disciplinary teams. Operational inefficiencies had begun to show up as delays, workflow bottlenecks, and disengagement.
The CEO knew the challenge wasn’t technical—it was cultural. Lasting change would require leaders who think systemically, problem solve efficiently, and inspire continuous improvement.
As their CIO said: “We have the expertise. What we need now is alignment—clarity, consistency, and a culture that solves problems before they grow.”
The goal
After a deep discovery process with teams across three levels of the system, we designed a tailored program that combined Lean Six Sigma performance tools with leadership coaching and team dynamics.
The objectives were to:
The program aimed not only to fix processes—but to elevate how people lead and communicate across the system.
Our approach
Mind Market designed a 3-day, hands-on experience titled the 30-Day Performance Improvement Teams. The design integrated leadership psychology, team coaching, and the rigor of Lean Six Sigma methodology into three practice-based days.
1. Start with their pain
Participants selected for the program shared live operational challenges—from patient flow delays to inventory waste to redundant handoffs. Each group applied the DMAIC framework (Define, Measure, Analyze, Improve, Control) directly to their department’s processes, ensuring relevance and immediate impact
2. Learn -Apply-Lead
The program blended in-person learning with guided project mentoring. Participants worked through practical tools—SIPOC mapping, Voice of the Customer, waste analysis, and root cause identification—while developing the leadership behaviors essential to driving change.
3. Capability and Confidence
Through individualized and group coaching circles, participants presented a complete improvement plan—problem statement, root cause analysis, and proposed implementation. Participants earned Lean Six Sigma Yellow Belt certification, establishing a shared improvement language across their clinical community.
The results
Within six months of launching the initiative, we reported:
The CMO stated, “ This program helped us see problems from a new lens. It is not my problem, it is a system problem. My team is no longer reacting—we are improving.”
The impact
Leaders developed a shared mindset: every problem is an opportunity to collaborate. Teams began applying the same improvement logic to unit-specific experiences, such as patient experience, scheduling, and communication.
Cross-functional collaboration improved by 139% as departments started connecting, reaching out to solve problem using a common operational language.
To make the process sustainable, we invited the graduated team to select and mentor new members into the program. One executive described the change; “We stopped firefighting—and started leading.”
At Mind Market, we believe that one size does not fit all.
We create customized leadership solutions that meet people where they work, empowering them to thrive and lead in dynamic environments where change is the norm, not the threat.
Mind Market helped MDC leaders pause, reflect, and build the muscle of humanity that connects people, purpose, and performance.
Why it worked
This was a customized leadership solution that brought together the science of process improvement and the psychology of behavior change.
Mind Market’s unique approach:
This fusion of data-driven rigor and people-centered leadership created momentum that continues to shape Mount Sinai’s culture of excellence.
The ROI in perspective.
Industry research shows that hospitals applying Lean Six Sigma principles can achieve savings from $250,000 to $2 million per project, depending on scope and scale.
Across similar systems, the cumulative impact can reach hundreds of millions in cost avoidance over time—through reduced waste, fewer delays, and improved patient experience.
Our takeaway is clear: operational excellence begins with leadership excellence.
The Mind Market difference
At Mind Market, we don’t just teach efficiency—we build capability. Our programs are designed to integrate process, psychology, and performance—creating leaders who drive measurable results and cultural change.
With over 125 years of experience and PhD-level expertise in leadership, performance psychology, and organizational design, we help healthcare systems align strategy, process, and people to achieve sustainable transformation.
