Abstract
Purpose. The purpose of this Delphi study was to identify the critical success factors and leadership behaviors required for successful deployment of Lean process improvement in a managed care health plan. This study also sought to determine the degree of importance of the recommendations.Methodology. A Delphi technique was used to gather data and identify the critical success factors and leadership behaviors required for successful deployment of Lean process improvement. Twenty-two panel experts were selected to serve on the Delphi panel, based on their Lean process improvement experience. The study utilized Qualtrics a Web-based survey in 3 iterative rounds of Delphi study. A hybrid quantitative and qualitative research design and analysis was used for this study.Findings. The panel of experts were able to reach a strong consensus on 4 critical success factors (CSF) and 6 critical leadership behaviors (CLB). The 4 CSFs in rank order are the following: (a) senior leadership engagement, (b) communication strategy, (c) cultural transforms, and (d) hire an external Lean consult. The 6 CLBs in rank order are the following: (a) respect for people, (b) create vision, (c) go and see, (d) lead by example, (e) problem solving, and (f) relationship builder.Conclusions. The findings from this study provided a model managed care health plans leader can use to improve the successful deployment of Lean process improvement in a managed care health plan. This study also concluded that senior leadership engagement, along with a keen focus on the cultural transformation and regular communication about the change initiatives is vital to the change initiatives. In terms of leadership behaviors, the study concluded setting a vision for the change, going to the frontline and seeing the work, leading by example, respect for people, establishing a problem-solving mindset, and building relationships are vitally important for the change initiative to be successful.Recommendations. Managed care health plan leaders can improve the successful deployment of Lean process improvement by implementing these 4 CSFs and the 6 CLBs. Further research is needed to study the correlation between senior leadership engagement and successful deployment of Lean process improvement in a managed care health plan.