A3 Process: A Pragmatic Problem-Solving Technique for Process Improvement in Health Care

Abstract

Short-term approaches or patch working are the predominant modes of solving process-related problems in organizations. As a result, problems recur at regular intervals and inhibit their smooth functioning. Organizational leaders have adopted various quality initiatives to produce sustainable change, but the existing literature suggests that many of them have met with limited success. The ‘A3 Process’, adapted from Toyota Motor Corporation, has been proposed as a pragmatic problem-solving technique for creating sustainable organizational change. Observing, drawing iconic sketches, discussing with other stakeholders, and experimenting has helped each stakeholder gain a deeper, contextualized understanding of the problem. These activities influenced knowledge validation and/or knowledge creation, both instrumental in transforming the stakeholder’s passive mindset to a collaborative and active mindset. This article presents one of the many applications of the A3 Process that produced enduring change in a health care environment.