Many years ago, one of my first elearning projects was for the National Health Service. We were working with the Modernisation Agency (MA), an organisation within the NHS with the explicit aim of improving the patient experience (Wikipedia).
It was also my first introduction to “Lean Thinking”, the idea that by reorganising how we do things, and removing waste, you can increase the “value” you bring to your customer (Lean Enterprise Institute – What is Lean?).
