Forum Excursions: Quality Improvement Field Trips
December 6, 8:30 AM – 5:00 PM
Join us on Monday, December 6th for an all-day field trip to investigate how global businesses based in Orlando pursue continuous quality improvement. Health care organizations perform many of the same underlying functions as companies in other industries — join us as we take advantage of shared learning on these energizing Excursions.
Field trips start at the Gaylord Palms Resort and Convention Center. Participants will then travel to their selected destination for a 3-hour tour and presentation led by destination staff and IHI faculty. Afterward, attendees will explore the lessons learned and their applicability to health care during an afternoon "deep dive" led by IHI faculty. Participants may choose from one of the following eight destinations:
Marriott World Center: Large-Scale Operations and Flow
Take a tour of the daily operations at one of Orlando’s busiest hotels. Attendees will learn how the Marriott handles the flow of large volumes of visitors, yet still manages to offer superb customer service in the front office, adhere to tight schedules in the banquet kitchen, run the Hawk's Landing golf club, tend to every detail of event and convention services, and manage daily housekeeping operations.
NEW! EA SPORTS - Tiburon: Learning how to move ahead of the curve through innovation and creativity
Join us as we learn how to innovate in a fast-paced, ever-changing environment. We will join the leaders in the video game industry, who will describe how they foster an environment of continuous innovation and creativity. Attendees will participate in EA SPORTS – Tiburon’s new product design processes, learn about their methods for keeping pace with customer preferences, and explore their multidisciplinary approach to engage experts working together to move a concept through the development process. In an industry where technology is constantly changing and requiring adaptation and innovation, EA SPORTS – Tiburon will provide many parallels to the challenges of keeping pace in health care and launching ahead to be on the cusp of innovation and design. This Excursion is limited to 30 participants.
Gaylord Palms: Joy in Work and Staffing Best Practices
Study how customer satisfaction starts with staff satisfaction at this large hotel and convention center. Learn how the Gaylord Palms handles staffing assignments, manages unprofessional behavior, and keeps employee attrition rates lower than the industry standard. Participants will learn best practices for incorporating “joy in work” from the Gaylord's Human Resources department, which oversees 1,400 employees.
NEW! Waste Management: Best Practices in Lean Management and Innovation: This Excursion is SOLD OUT
Explore the operations of Waste Management’s Materials Recovery Facility (MRF) in Orlando. Learn how this MRF won an award for their business performance by implementing and sustaining the Lean principles and concepts while engaging their employees in an effort towards eliminating waste, location improvements, and customer focus. The tour will focus on single stream recycling, workplace safety, and daily operations of a MRF. This Excursion is limited to 18 participants.
Universal Orlando® Resort: Safety and Reliability: This Excursion is SOLD OUT
Discover how Universal's Creative Team produces impressive stunts and spectacles while ensuring the safety of staff and visitors. For details on safe costume and prop design to choreography of realistic fight sequences, participants will learn from a variety of experts. A "behind the scenes" look will visit the backstage area of park attractions and will focus on the Universal Orlando® culture of safety first.
NEW! Universal Orlando® Resort: Raising your HCAHPS and the Customer Experience: This Excursion is SOLD OUT
When patients and their families feel respected, informed, and cared for in a timely way, it is reflected in the hospital’s Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) score and other patient satisfaction surveys. The HCAHPS scores are public, and along with word-of-mouth recommendations, they are known to attract more patients, providers, and payers, all leading to a stronger revenue picture for hospitals. At Universal Studios, participants will learn how this theme park industry giant approaches customer service through their staff training and management of customer expectations.
SeaWorld®: Managing Complex Systems
Participants will learn how this popular destination creates and manages successful complex processes to care for thousands of animals, support staff, manage animal rescue operations, and provide award-winning customer service. Attendees will also hear about lessons learned and recently-applied protocols SeaWorld implemented after a serious accident. In a behind-the-scenes tour, attendees will observe different interactions and techniques for throughput, training, safety, and innovation that can be applied in their own health care organization.
NEW! Central Florida Zoo: Patient Care and Operations
Take a “behind the scenes" tour to learn how animal experts care for over 400 of their patients: wild animals! Participants will learn details of the zoo operations, safety protocols (for both humans and wildlife), crisis management planning, and methods for caring for, feeding, and managing many types of animals at once.
Complimentary transportation will be provided to and from the Gaylord Palms Convention Center
Excursions will likely involve walking long distances, but are accessible to all
Visits will take place rain or shine
Space is limited to 45 participants per Excursion
Breakfast and lunch are included