Chapter 101. Describe the concepts and models of plann.docx

Chapter 10
1. Describe the concepts and models of planning and decision
making in the context of the healthcare supply chain.
2. Discuss the importance of situational factors (trends,
environmental issues, technology, regulatory compliance, etc…)
in the planning process and how leadership principles, metrics
and improvement tenets can be used to positively impact the
organizational culture of healthcare supply chain operations.
3. Relate, discuss and provide areas of integration between
planning and decision making amid continuous operations of the
healthcare supply chain to include the use of metrics and
improvement strategies.
4. Distinguish the differences between planning and
contingency planning.
5. Merge principles of leadership, planning and decision making
to develop a personal plan for operating in a fast paced
healthcare supply chain environment.
6. Evaluate the benefits for organizational operations with a
solid planning process and standing operating procedures as
part of the healthcare supply chain culture to include outside
sales representatives.
Chapter 10: Building a Culture of Healthcare Supply Chain
Excellence: Leading, Planning, Managing, Deciding, and
Learning

Learning Objectives
Describe the concepts and models of planning and decision
Discuss the importance of situational factors (trends,
Relate, discuss and provide areas of integration between
Distinguish the differences between planning and contingency
planning.
Merge principles of leadership, planning and decision making to
develop a personal plan for operating in a fast paced healthcare
supply chain environment.
Evaluate the benefits for organizational operations with a solid
planning process and standing operating procedures as part of
the healthcare supply chain culture to include outside sales
representatives.
Introduction
Planning and decision making are essential to efficient,
effective and efficacious healthcare supply chain operations and
strategies.
Leaders and managers must structure and facilitate plans that
integrate well with the healthcare organization’s strategic plan
and must make consistent decisions in alignment with those
plans.
Creating standing operating procedures for routine and
consistent operations of the supply chain allows leaders and

managers to spread the operational culture at all levels of the
supply chain enterprise.
This chapter provides an overview of planning, improvement
strategies, metrics, regulatory compliance and decision making.
These constructs should be reviewed and placed in context for
integration into the supply chain’s overall operational plan for
providing the ‘technology of care’ to the caregivers.
How Are You Leading and Managing the Healthcare Supply
Chain?
The ‘big’ picture is a great starting point for our discussion on
planning.
Healthcare spending in the United States is projected to reach
$4.8 trillion by 2021 according to the Centers for Medicare and
Medicaid Services.
Second only to labor costs, the healthcare supply chain is a
much overlooked source of huge expense for every healthcare
organization.
In addition to increased expenses, there are several areas
driving change as identified by the Pain in the (Supply) Chain
survey.
4
State of the Healthcare Industry: Trends Driving Change
Figure 10-1
Data from State of the Healthcare Industry: Cost management
concerns (n.d.). Retrieved from
http://thenewlogistics.ups.com/healthcare/healthcare-survey-

results/UPS-PITC-Executive-Summary-North-America.pdf, p.7
(accessed 23 Mar. 2015).
5
Top Strategies to Manage Supply Chain Costs
Figure 10-2
Data from State of the Healthcare Industry: Cost management
concerns (n.d.). Retrieved from
http://thenewlogistics.ups.com/healthcare/healthcare-survey-
results/UPS-PITC-Executive-Summary-North-America.pdf, p.7
(accessed 23 Mar. 2015).
6
Managing Regulatory Compliance
The FDA began to increase oversight after a series of high
profile recalls removing items from the market that were
damaged after being shipped from the manufacturer.
The result of this oversight was an in depth assessment of the
distribution practices of medical devices and other items.
These assessments resulted in regulatory increases designed to
increase consumer safety.
Some healthcare organizations are having success in addressing
regulatory requirements through partnering with other
organizations that have expertise with in regulatory compliance.
Of supply chain executives surveyed by UPS, only 12% said
that they were happy with their companies performance with
meeting regulatory challenges.

7
Metrics
Metrics are used to drive performance within an organization.
A lack of informative, unified metrics is often cited as a
common pitfall of supply chain management.
Selecting appropriate metrics is a necessary for understanding
the advantages, disadvantages, and limitations of the supply
chain.
Metrics can be both qualitative and quantitative.
Metrics can be focused on the individual unit or the supply
chain as a whole.
While there are several tools for selecting and appropriately
displaying metrics, we will focus on one of the most popular:
the balanced scorecard.
8
Metrics: The Balanced Scorecard
The concept of the balanced scorecard was introduced in the
early 1990’s by Kaplan and Norton as a method for
communicating strategy.
In a typical implementation, metrics are selected for the
scorecard that supports the mission and vision of the
organization.
These metrics are further supported by subsequent “lower level”
scorecards that track subcomponents of the larger metrics on the
balanced scorecard.

9
Healthcare Supply Chain Metrics
Table 10-1
Table 10-1 continued

Table 10-1 complete
How to Lead People and Manage Resources
The leader’s application of empirically based skill tools and
abilities are applicable to small groups to all members of the
entire organization.
Strategies for leaders in effecting planning and situational
assessment, decision making, and training that result in positive
outcomes are addressed; these strategies, in turn, result in
practical leadership actions and applications based in “active”
leadership.
21

Planning
Planning is a process that uses macro- and micro-environmental
factors and internal information to engage stakeholders to create
a framework, template, and outline for section, branch, or
organizational success.
Planning can be strategic, operational, or a combination of both.
Strategic planning is concerned with finding the best future for
the organization and determining how the organization will
evolve to realize that future.
It is a stream of organizational decisions focused in a specific
direction based on organizational values, strategies, and goals.
The focus is on external considerations and how the
organization can best serve the external markets’ expectations,
demands, and needs.
Planning
Operational planning is about finding the best methods,
processes, and systems to accomplish the mission/purpose,
strategies, goals, and objectives of the organization in the most
effective, efficient, and efficacious way possible.
The focus in operational planning concerns internal resources,
systems, processes, methods, and considerations.
Planning includes both a process (developing and achieving
goals and objectives) and an outcome (the plan itself).
This process involves moving an organization along a
predetermined path based on its values.
Planning
Planning has an outcome.
This outcome paves the way to a better future state based on
organizational values and the external environment.

Improving effectiveness, efficiency, efficacy, customer
satisfaction, employee satisfaction, financial performance, and
many other possible improvements are a part of moving the
organization to reach a better future state.
24
Strategic Planning
For all health organizations, mergers, departmental
restructuring, implementation of new technologies, and market
changes may indicate a need for the organization to develop a
strategic plan to support its overall plan.
Strategic planning can be described as an organizational
planning process that analyzes the current situation of an
organization and forecasts how the organization will change or
evolve over a specified period of time.
25
Strategic Planning
Within the component of strategic thought exists the vision,
intent, and planning affecting the path that the organization
takes in moving toward its future.
If the strategic plan is a road map, then the organizational
vision is the final destination, describing “where the
organization is going.”
Once an organizational vision is developed, intent must be
established.
Intent describes how the organization will be affected if change
does not occur.
Organizational leaders must outline how these “impacts” or

“crises” could potentially influence the viability of the
organization.
Strategic Planning
Once the vision and intent have been established, the strategic
plan needs to be developed; that is, from the road map
perspective, the quickest, most efficient route must be drawn to
the final destination (i.e., the vision). O
ne can assume that a good plan will lead to an effective
outcome—namely, achieving the vision.
Strategic thought is followed by the component of tactical
action, which includes commitment, execution, and
accountability.
27
Strategic Planning
Without commitment on all levels, it will be impossible to
achieve the strategic vision effectively and efficiently.
From a leadership perspective, a leader can foster commitment
within his or her team by serving as a model and demonstrating
a strong commitment to the plan and vision.
A leader cannot expect to achieve buy-in from followers if he or
she has not fully committed to the vision.
It is the leader’s responsibility to enhance motivation and
maintain commitment within the team, particularly when team
members encounter obstacles.
The health leader must be supportive of his or her team
members, supporting them by providing them with the needed
skills, equipment, and materials to effectively carry out their
roles in the plan.

The Leader’s Role in Planning
Health leaders provide the structure, process, macro direction,
shared outcome for all stakeholders, motivation, accountability,
influence, obstacle removal, resources, and persistence in the
overall effort of directing, staffing, organizing, controlling, and
rewarding.
The first step in planning is establishing the organizational
situational assessment; the vision, mission, strategies, goals,
objectives, and action steps are then developed.
Without this structure and signposts as first steps, the
organization cannot move forward.
Whatever framework you select for your organization, try to be
consistent.
It is not important if goals are at a higher level than objectives,
or vice versa; what matters is the process of planning—a
planning and execution culture should grow and mature in your
health organization.
Objectives must be SMART (specific, measurable, attainable,
rewarding, and timed).
Action steps or tactics represent a fifth level of planning; they
provide the most specific approach for describing the who,
what, when, where, and how elements of the activities needed to
accomplish an objective.
In addition to this effort of directing, staffing, organization, and
controlling, rewarding is important.
These five elements are crucial as leaders embrace the
foundations and functions of planning.
Health leaders must publicly praise success and reward those

who have achieved predetermined action steps, objectives, and
goals.
31
Contingency Planning
An important aspect of planning is contingency planning.
Contingency planning is planning for unexpected or unwanted
events such as natural (tornados, hurricanes, storms or floods)
and man-made (terrorism, accidents, chemical spills or
explosions) disasters.
In major disasters, the state government will declare a state of
emergency and request federal assistance.
The federal government has plans and stockpiles of medical and
surgical and pharmaceutical items to assist along with durable
and semi-permanent items (such as cots, temporary buildings
and modular and moveable structures).
Working with local and state healthcare and public health
emergency preparedness officials will be important to develop
an efficient, effective and efficacious plan for contingency
operations.
Situational Assesment
All health leaders must be able to assess the situation currently
facing their organization, which would incorporate an
assessment of both internal and external environments.
A situational assessment must be an objective and honest look
at the diverse factors that could affect the health organization’s
success in achieving its vision, mission, strategies, and goals.
One tool commonly used for the internal assessment is SWOT
analysis, which investigates internal strengths and weaknesses

and external opportunities and threats.
Environmental Scanning
A focused environmental scan is one that concentrates on
specific information, such as how many consumers bought this
particular product or that service in the last year.
External scanning, whether focused or more general, is essential
for planning and forecasting the organization’s performance
into the future.
Rakich, Longest, and Darr in 1992 outlined a series of
categories that leaders can scan (environmental scanning) to
keep current and relevant in the industry:
Macro-Environmental Forces:
Legal, and Ethical forces; Political (including government
policy) forces; Cultural and Sociological (including values
[beliefs and attitudes]) forces; Public Expectations (including
community, interest groups, and media);Economic forces; and
Ecological forces.
Health Care Environmental Forces [also called Micro-
Environmental Forces]:
Planning and Public Policy (regulation, licensure, and
accreditation) forces; Competitive forces; Health Care
Financing (third-party payers, public and private, and financial
risk); Technology (equipment, material, and supply entities)
forces; Health Research and Education; Health Status and
Health Promotion (wellness and disease); and [Integration with
other health disciplines and organizations] Public Health
(sanitation, environmental protection, etc…) forces.
Kotter’s 8 Steps of Organizational Transformation
Kotter’s eight steps are a sequence of leader actions and are
cybernetic; that is, a feedback loop goes from the last step back

to the first step.
Leaders of health organizations should consider the changes in
the macro and micro environments by assessing them against
the cost, quality, and access health assessment constructs for
those community members whom they serve.
Establish a Sense of Urgency
Form a Powerful Guiding Coalition
Create a Vision
Communicate the Vision
Empower Others to Act on the Vision
Plan for and Create Short-Term Wins
Consolidate Improvements and Produce Still More Change
Institutionalize New Approaches
35
Decision Making and Decision Alignment
The decision-making process begins with identifying a question
or problem—that is, an area needing improvement or an
operational issue.
Problems, issues, questions, and operational challenges come to
leaders and managers from many different people, both within
and outside the health organization.
Thus there are three major domains of decision making:
Willful choice or rational models
Reality-based or garbage can models
Combinations of willful choice and reality-based models
Likewise, three types of decision-making methods are used:
Quantitative methods
Qualitative methods
Triangulation methods

Bounded Rationality In Decision Making
Decision making must occur within the bounded rationality of
the environmental context in which the problem must be solved.
The bounded rationality for any problem spans the parameters
in which the rational resources are available to the decision
maker to accomplish positive outcomes.
Complicating this feature of human decision making is the fact
that, although much more information is available today,
decision makers may not have access to all the proper
information regardless of tools available to them.
Decision Making
The tools of decision making are the methods by which
technology and processes are managed within the organization.
Early careerists need to be aware of the various tools of
decision making for future leadership study and practice.
Study (e.g., taking a course) and practice of both quantitative
and qualitative decision-making tools are highly recommended.
This section highlights both methods as well as triangulation,
which represents a combination of both quantitative and
qualitative methods.
Facilitating the decision-making process in a group or
organization is an essential skill of leaders and managers, and a
working familiarity with decision-making tools is a prerequisite
to such a skill.
Quantitative Methods
Quantitative methods include mathematical and computational
analytical models to help leaders understand the decision-
making situation (data turned into information, which is then
turned into knowledge) and produce mathematical outcomes of
solutions.
Models include multiple-attribute value and multiple-utility
methods, linear programming, probability, and decision trees

based on Bayes’ Theorem, and can be as complex as discrete
and dynamic simulation.
Quantitative models take time and understanding of the
important elements (also known as factors or variables)
associated with the decision that needs to be made.
In most health organizations, quantitative models are gaining
momentum, though qualified (highly trained and well-practiced)
analysts who understand health processes and can perform a
range of quantitative analyses remain difficult to find and hire.
Quantitative methods are critical to Six Sigma, which is
growing in prominence in the health industry.
Qualitative Methods
Qualitative methods include a variety of tools, ranging from
personal intuition, discussions with team members, informal
interviews, formal interviews, focus groups, nominal group
techniques, and even voting.
These methods are very useful in the decision-making process,
because experience, intuition, and common sense can all be
used by individuals as well as by groups.
Study and practice of qualitative methods are essential for
leaders to facilitate decision making for themselves, groups, and
organizations.
Triangulation
The combination of quantitative and qualitative methods results
in triangulation, a more thorough (albeit more time-consuming)
method with which to make decisions.
For example, a group may use nominal group techniques to
develop a small set of possible solutions, then analyze each
solution quantitatively.
From there the leader can make a decision.
Training the group or organization to use triangulation is a good

practice for resolving (“resolution” in reality-based models)
decisions.
Triangulation can also be used to develop standing operating
procedures (“oversight” in reality-based models).
Lastly, triangulation can be used to make improvements to
processes within the organization.
Kaizen theory utilizes triangulation in the context of continuous
quality improvement.
Decision Making In Quality Improvement
Quality improvement is a distinct system characterized by seven
phases:
(1) decision making (identification of improvement areas
(2) situational assessment
(3) information gathering
(4) decision making (what to do with assessment and
information to improve)
(5) planning
(6) implementation
(7) Feedback
Where quality improvement systems exist, decision-making
systems are embedded throughout the system of continuous
quality improvement.
Total quality management (TQM), Kaizen theory, and the
Shewhart cycle are all quality improvement strategies
Total Quality Management (TQM): Process (14 Steps)
Constantly strive to improve products and services.
Adopt a total quality philosophy.
Correct defects as they happen, rather than relying on
inspection of end products.
Award business on factors other than price.

Continually improve the systems of production and service.
Institute training.
Drive out fear.
Break down barriers among staff areas.
Eliminate superficial slogans and goals.
Eliminate standard quotas.
Remove barriers to pride of workmanship.
Institute vigorous education and retraining.
Require that management take action to achieve the
transformation.
Engage in proactive management.
Kaizen Theory
Kaizen theory is another Japanese-originated philosophy that
focuses on continuous improvement throughout a system.
Kaizen theory is as much of an organizational culture (how
things are done here) as a system that can be taught.
Kaizen, or continuous improvement, is a method that intensively
focuses on improving every small detail of a process,
recognizing that lots of small improvements, when executed
continuously and embedded in the culture of an organization,
can yield much more benefit than a few “big” programs.
Kaizen events are usually short-term projects, sometimes long
only one week.
44
Benchmarks in Qualitative Decision Making for Leaders
1920: Dr. Walter Shewhart of Bell Telephone developed one of
the first true control charts.
1950: Kaizen theory resulted in the increase in productivity in

Japan after World War II.
1950–2010: W. Edwards Deming applied Shewhart’s principles
of quality control in his role as a consultant to several
organizations while visiting Japan after World War II.
45
Shewhart Cycle
The Shewhart cycle is also referred to as the Deming model and
the plan–do–check–act (PDCA) cycle.
This continuous quality improvement model consists of a
logical sequence of these four repetitive steps for CI and
learning.
The Shewhart cycle is a continuous feedback loop that seeks to
identify and change process elements so as to reduce variation.
The objective of this process is to plan to do something, do it,
check for met requirements, and correct the process to achieve
acceptable output performance.
Performance improvement teams (PIT) are often developed in
health organizations to address specific issues and work on
problem solving by implementing the Shewhart cycle.
46
Continuing Health Education: Competency Attainment
For the purpose of this summary, we suggest that:
Knowledge is recalling information with familiarity gained
through education, experience, or association.
Comprehension is the understanding of the meaning of the
information.
A Skill is the effective and timely utilization of knowledge, and

finally, an Ability is the physical, cognitive or legal power to
competently perform and achieve positive outcomes.
Many of the competencies an early careerist needs to start off a
career may be learned in degree programs.
However, once an individual moves away from traditional
education and enters into professional practice, most, if not all,
of these capabilities are learned through CHE (Continuing
Health Education).
What is Continuing Health Education?
Continuing Education (CE) involves activities, learning events,
or individual efforts that result in a combination of recognized
(and/or credentialed) and unrecognized (un credentialed)
knowledge.
Formal CE are those activities that are sponsored through
professional organizations or organizations of higher education
that award credit towards certification, licensure, accreditation
or apply to annual requirements for practice.
Informal CE are those activities, events and efforts individuals
engage in to maintain proficiency or fill personal gaps in
knowledge in personal practice.
The following charts briefly provide a snapshot of the
advantages and disadvantages of each.
Healthcare Supply Chain Integration with Geographical
Informational Systems
Key Concepts:
Widely used in urban and regional planning for decades, today
geographic information systems (GIS) provide a ubiquitous
backbone to many of the daily services contemporary residents
in industrialized nations take for granted.
From the geographic positioning system (GPS) on a smartphone
to the 911 emergency routing systems used by ambulances,
these systems all build upon a GIS foundation to:

Identify two or more locations by spatial coordinates.
Measure the distance between these locations.
Offer routes between these locations.
Layer new strata of data such as traffic, road conditions, tolls,
elevations, etc.
Analyze information for better decision-making
Standardization and Interoperability:
The informatics field in fact began as a branch of linguistics
focusing on standardizing data terminology so that data could
be better compared and used.
This central foundation of standardization applies to GIS as
well: a common spatial coordinate system indexes data
elements, which allows for the comparison of different locations
and numerical data.
Within the healthcare branch of informatics, a single hospital
may use a variety of health information technologies (HITs)
such as stand-alone payroll, human resources, and electronic
medical record systems divided into silos by department,
software incompatibilities, and different staff workflows.
These divisions present a problem where these silos cannot
communicate with one another.
Interoperability, the bridging of these divisions and the
connection of these silos, represents why GIS can be an asset.

Bringing Tools and People Together in Transformed Workflows:
Employees, tools, and workflows must be matched to work
efficiently.
Evidence from both clinics’ successful and failed adoptions of
electronic medical records (EMRs) points to the critical need to
adapt employee workflow to using new digital tools when
replacing paper records.
Simply adopting a new health information technology and
expecting it to work with a system designed around paper charts
is likely to lead to delays if not outright chaos.
Instead, it is critical to transform the work environment to
incorporate new data technologies with new workflow
procedures.
Look for this same critical element in this chapter’s case study.
51
Lean Supply Chains:
This critical workflow adaptation component to supply chain
management is also found in Toyota’s kanban (also called the
Just-In-Time (JIT) system) manufacturing approach and
subsequent expansions to service industries such as Lean Sigma
Six Plus.
Toyota engineer Taiichi Ohno developed the kanban (signboard
in Japanese) system.
In subsequent years, the kanban method and other concepts have
coalesced around the lean approach to supply chains, which
focuses on reducing waste in terms of costs, time, and
efficiencies.

While these concepts originated in the manufacturing sector, the
transportation and logistics industries have incorporated many
of them into their business models.
In turn, logistics companies are using GIS as a critical tool in
managing their lean supply chains.
In fact, GIS is so regularly used now by major shipping firms
that an entire subfield of GIS has developed around GIS-T
(Geographic Information Systems –Transportation).
52
GIS and Healthcare:
While GIS remains relatively little-used in healthcare outside of
its integration into 911 systems, innovative use of this tool is
growing among healthcare systems and health-related research.
Coupling:
Another goal of supply chain management focuses on improving
coordination between suppliers outside an organization and
workers within an organization.
Barut, Faisst, and Kanet call this relationship coupling and
research ways to measure how well organizations couple
through increasingly inexpensive management technologies
such as GIS.
Agility:
The ability of a supply chain to express flexibility when one or
more component organizations or workflows run into problems.

Summary
Planning and decision making are essential to efficient,
effective and efficacious healthcare supply chain operations and
strategies.
Leaders and managers must structure and facilitate plans that
integrate well with the healthcare organization’s strategic plan
and must make consistent decisions in alignment with those
plans.
Creating standing operating procedures for routine and
consistent operations of the supply chain allows leaders and
managers to spread the operational culture at all levels of the
supply chain enterprise.
This chapter provides an overview of planning, improvement
strategies, metrics, regulatory compliance and decision making.
These constructs should be reviewed and placed in context for
integration into the supply chain’s overall operational plan for
providing the ‘technology of care’ to the caregivers.
Discussion Questions
planning.
supply chain environment.

representatives.
Exercises
making in the context of the healthcare supply chain in ½ page.
organizational culture of healthcare supply chain operations;
what are the most important factors and why?.
improvement strategies. What metrics are most important and
why?
planning and what are the most important contingency planning
elements and why?.
supply chain environment; what metrics and improvement tenets
would you utilize?
representatives.
Journal

Answer the following:
Describe the planning process in one page or less.
What metrics would you use and why, to lead, manage and plan
within the context of the healthcare supply chain?
Considering chapters 9 and 10, what did you find most helpful
in your thinking about leading, managing and planning within
the healthcare supply chain?
Chapter 9
1. Describe the concepts, theories and models of leadership
presented in this chapter in the context of the healthcare supply
chain.
2. Discuss leadership principles and how to implement those
principles in leading healthcare supply chain operations.
3. Relate, discuss and provide areas of integration between the
Transformational Leadership Model and the Dynamic Culture
Leadership Model.
4. Distinguish the differences between two or more leadership
related models.
5. Merge principles of leadership to develop a personal
leadership framework for leading the healthcare supply chain
team.
6. Evaluate the benefits and limitations of three leadership
models within a healthcare supply chain context

Chapter 9: Leading the Healthcare Supply Chain
Learning Objectives
Describe the concepts, theories and models of leadership in the
context of the healthcare supply chain.
Discuss leadership principles and how to implement those
Relate, discuss and provide areas of integration between the
Leadership Model.
Distinguish the differences between two or more leadership
models.
Merge principles of leadership to develop a personal leadership
framework for leading the healthcare supply chain team.
Evaluate the benefits and limitations of three leadership models
within a healthcare supply chain context.
Introduction
Leadership theory serves as the basis for understanding the
actions of leaders.
Throughout the course of this chapter we will look at several
prominent leadership theories and models.
Some of these models are standalone and work to explain
industry phenomenon and others are designed to be integrated
into a personal leadership model.
It is important to note that while some theories are more
applicable in certain situations, there is no one “best” theory.
In some cases, it may even be appropriate to use parts of one
theory, called constructs, with the constructs from another.
Motivation and Inspiration
Motivation is all about getting a person to start and persist on a

task or project.
Inspiration is the emotive feeling of value a person experiences
while performing a worthy task or project.
Leaders use motivation and inspiration to influence subordinate
actions.
Inspirational motivation in health organizations can be achieved
when the leader passionately believes in the vision and is able
to motivate others through this passion.
Ethics and morality play a key role in motivating others as well;
collectively, they represent a crucial characteristic for a leader
to possess.
To gain widespread support, the organization must demonstrate
the sincerity of its mission and stay true to the values it
supports as an organization.
Locus of Control
To understand where or how people are motivated and inspired,
it is important to recognize each person’s perspective on
influence.
People with a strong internal locus of control (a belief that they
control their own destiny and success) orientation believe that
events in their lives are determined more by their own actions
than by chance or uncontrollable forces (leaders and managers
tend to be “internals”).
In contrast, people with a strong external control orientation
believe that events are determined mostly by chance or fate and
that they can do little to improve their lives.
As a health leader, it is important to understand those people
you lead—specifically, to understand which subordinates are
more internally oriented and which are more externally
oriented.
Group Affiliation
Schutz’s theory of affiliation suggests that individuals form

groups in response to three kinds of needs:
Inclusion need: need to be included
Control need: need for status and power
Affection need: need to give and receive warmth and closeness
These needs are cyclical; groups pass through observable phases
of inclusion, control, and affection.
6
Group Affiliation
When a leader balances a subordinate’s need for inclusion with
his or her needs for control and affection within a group
environment, the seeds of a powerful organizational or group
culture are planted.
In a study published in the research literature in 2007,
charismatic leadership attributes used by leaders positively
contributed to social identification processes and to social
identity applied to the workplace.
This suggests that leaders can positively influence group
affiliation.
7
Goal Setting Theory: A Motivational Theory

The goal setting theory was originally developed by Edwin
Locke and it is an effective motivational and inspirational
leadership approach.
Goals are the aim of an action or behavior.
Individuals must commit to set goals to produce results; the
more difficult (challenging yet reasonable) the goal, the better
the individual will perform.
Individuals need leadership support (feedback, reward
mechanisms, and required resources [time, training, and
material goods]) to maximize performance when applying goal
setting.
Goal-setting theories provide specific explanations for why
people are motivated.
Difficult, specific, and mutually developed goals will assist
individuals in being motivated.
Goal Setting Theory: A Motivational Theory Disadvantages
Leaders should be cognizant of risks of goal setting, which
include excessive risk taking, and excessive competitiveness.
Indeed, goal failure can reduce subordinate confidence and
create unwanted stress.
Although goal setting is extremely useful, many individuals are
motivated more by climate [current atmosphere or ‘feeling’ of
the workplace; an easily changed phenomenon], culture, and
affiliation.
9
Interpersonal Relationships
For health leaders (or any other leaders, for that matter),
interpersonal relationships are required, are beneficial, and
enhance leadership capability and success.

If honesty, inclusion, and sincerity (the building blocks of trust)
are the basis of your quality communication, and if that
communication is culturally competent, then you can maintain
your role while building relationships.
A health organization leader should establish, enhance, and
grow relationships with a myriad of organizational stakeholders
both internal and external to the organization.
There is no better method to build relationships than going to
visit people in their own environment or location; this kind of
“management by walking around” is a powerful approach.
Factors to Strengthen Relationships: Communication
A relationship encompasses the feelings, roles, norms, status,
and trust that both affect and reflect the quality of
communication between members of a group.
Communicating with someone in a manner that provides both
content and positive relationship information is important.
Language, tone, and nonverbal communication all work together
to provide communicative meaning that is interpreted by
another person.
People believe nonverbal communication more than verbal
communication.
People communicate emotions primarily through nonverbal
communication.
Factors to Strengthen Relationships: Disclosure
Disclosure relates to the type of information you and the other
person in the relationship share with each other; disclosure is
one factor that can help you “measure” or evaluate the depth
and breadth of a relationship.
Disclosure or self-disclosure is strongly and positively
correlated with trust; that is, more trust means more disclosure.

12
Factors to Strengthen Relationships: Trust
Trust is built and earned over time through honest interaction
(communication and experiences).
It is an essential component of a quality, positive relationship.
Honesty, inclusion and sincerity are directly linked to building
trust.
Honesty means being truthful and open concerning important
pieces of information that you share with another person.
Inclusion entails including the other person in the relationship
in activities and experiences that are important to the other
person, to you, and to both of you.
Sincerity is meaning what you say, meaning what you do, and
not keeping record or account of the relationship (not keeping
score).
Factors to Strengthen Relationships: Cultural Competence
Every stakeholder group, and every individual, has a varying
culture of uniqueness.
Understanding those cultural issues—“walking a mile in
someone else’s shoes”—is a factor important to building solid
interpersonal relationships.
Understanding and modifying your approach to relationship
building and enhancement based on cultural differences will
serve you well in leadership positions.
14

Communication and Culture
The preference for oral communication may be difficult for
health leaders to enact, but nonetheless important.
Although verbal communication may be time consuming, given
employees’, and the public’s, need for such communication, it
is a very valuable tool that is essential to achieve success.
Communication contributes tremendously to the culture and
climate of the health organization.
A response—feedback—is an essential aspect of the
communication process.
Obstacles to communication, called noise, either in the channel
or in the mind of the receiver, may contribute to an inaccurate
understanding of the intended message.
Communication is the main catalyst behind the motivation
efforts and strategies utilized by leaders.
Media Richness Theory
The Media Richness Theory explains and predicts why certain
types of technologies, called media channels or media, are
effective (or not effective) in communication efforts.
This theory is important to health leaders, in that selecting the
appropriate communication media channel, such as a face-to-
face meeting, a telephone call, or an email, can predict the
likelihood of successful communication to others, such as
superiors, subordinates, and peers.
This theory indicates that ambiguous or potentially ambiguous
messages should be sent with richer media to reduce the level of
potential (or actual) misunderstanding.
Media Richness Theory: Ambiguity Vs. Uncertainty
Ambiguity—also called equivocality—is based on the ability of
the receiver, in this context, to ask questions.
In other words, does the receiver know which questions to ask

and how to get started?
Different from ambiguity is uncertainty, although these two
constructs complement each other.
Uncertainty is “having the question answered” and having the
appropriate information to proceed with an action, task, or
project.
Uncertainty is a measure of the organization’s ignorance of a
value for a variable in the [information] space; equivocality is a
measure of the organization’s ignorance of whether a variable
exists in the [information] space.
17
It is vital for leaders to reduce ambiguity and uncertainty to the
greatest extent possible.
The richer the media utilized, the greater the chance of leader
communication success, the greater the chance of reducing
ambiguity, and the greater the chance of reducing uncertainty.
Unfortunately, richer media, such as face-to-face
communication, cost more in terms of resources (e.g., time,
travel, meeting space) than less rich media.
Figure 9-1
Health leaders will be more effective if they master the basics
of the media richness theory. Following are some important
points to reflect on for leadership success:
Select media channels to reduce ambiguity.
Select media channels to reduce uncertainty.

The more complex the issues, the more group members like
face-to-face meetings.
Computer-mediated communication (CMC) deals more with
tasks but less with group relationships.
CMC may increase polarization.
CMC works best with linear, structured tasks.
CMC increases individual “information processing”
requirements.
People with technological skills gain more power in CMC
group communication.
More cliques and coalitions form with CMC than with face-to-
face communication.
Burns’s Transformational Leadership Model (1978)
Two of the more recent theories of leadership discussed a great
deal are transactional and transformational leadership theories.
Transactional leadership was first described by Max Weber in
1947 and was resurfaced in 1981 by Benjamin Bass, who
hypothesized that transactional leaders believe workers are
motivated by rewards.
The transformational leadership model is a situation-influenced
theory that suggests the situation influences the leader to adapt
a style most fitting to the specific circumstances at hand.
In practice, a combination of these approaches is the most
practical leadership strategy to undertake in health
organizations.
James MacGregor Burns, who, around 1978, distinguished
between transactional and transformational leadership styles.
Burns believed the transactional leader lived in keeping with
certain values, such as fairness, responsibility, and integrity.
Transformational leadership is sometimes viewed as the

opposite end of the pole from transactional leadership, though
in reality that perception is inaccurate.
Transformational leaders are charismatic; they have vision,
empathy, self-assurance, commitment, and the ability to assure
others of their own competence; and they are willing to take
risks.
21
Burns (1978) described leadership as “a stream of evolving
interrelationships in which leaders are continuously evoking
motivational responses from followers and modifying their
behavior as they meet responsiveness or resistance, in a
ceaseless process of flow and counter-flow.”
Building on Burns’s work, Bernard Bass argued that rather than
the two leadership styles being polar opposites, there was a
linear progression from transactional to transformational
leadership.
According to Bass, transformational leadership must be
grounded in moral foundations that include inspirational
motivation, individualized consideration, intellectual
stimulation, and idealized influence.
From this discourse, Bass (1985) proposed a theory of
transformational leadership that is measured in terms of the
leader’s influence on subordinates or followers.
Subordinates or followers “connect” to the transformational
leader through trust, admiration, a sense of loyalty, and respect
for the leader.
Transformational leaders, in turn, create an environment that

propels subordinates and followers to greater performance and
greater deed than previously expected, in three ways:
(1) by making followers aware of the importance of their
performance and task outcomes;
(2) by replacing their own self-interest with the good of the
group, team, and organization; and
(3) by energizing and motivating followers’ higher-order needs
23
Transformational Leadership Four Constructs
Charisma: The leader influences followers by arousing strong
emotions and identification with the leader.
Intellectual stimulation: The leader increases follower
awareness of problems and influences followers to view
problems from a new perspective.
Individualized consideration: The leader provides support,
encouragement, and developmental experiences for followers.
Inspirational motivation: The leader communicates an appealing
vision using symbols to focus subordinate effort and to model
appropriate behavior (role modeling; Bandera’s social learning
theory).
24
Multi-factor Leadership Questionnaire (MLQ)
Transformational leadership can be measured by an instrument
called the Multi-factor Leadership Questionnaire (MLQ).
Using this tool, global attributes, specific traits, and
combinations of assessments have been applied to validate
forecasts of retrospective and concurrent transformational
leadership through measurement.

25
Transactional Behaviors
Contingent reward: clarification of work required to obtain
rewards.
Active management by exception: monitoring subordinates and
corrective action to ensure that the work is effectively
accomplished.
Passive management by exception: use of contingent
punishments and other corrective action in response to obvious
deviations from acceptable performance standards.
26
Leadership As Managing Organizational Culture
There is a growing trend to incorporate organizational culture
into leadership theories and models.
Leaders build culture in everything they do—from role
modeling, to assigning responsibilities, to communicating with
others, including how they communicate and what they do not
do or do not say.
Models with an organizational culture emphasis require leaders
to determine, develop, and maintain an organizational culture
that can best meet the expectations—if not thrive—in the
external environment.
This perspective envisions a more important and dramatic role
for organizational culture as a construct—a leadership role—
compared to that assigned under the situational leadership
philosophy.

Leaders must now create culture!
The Dynamic Culture Leadership (DCL) Model
Leadership in this model is recognized at three levels as the
critical ingredient in the recipe for overall success: at the
personal level, at the team level, and at the organizational level.
The challenge is to focus the knowledge, skills, and abilities of
organizational leaders appropriately and to empower the total
organization to complete its mission, reach its vision, and
compete successfully in an environment that constantly changes.
This model is intended to fit within the situational and
transformational leadership paradigm with an emphasis on
organizational culture development.
DCL Basic Assumptions
Due to the very dynamic nature of the environment (in this case,
the health industry), it is critical for the leadership and
management team to bring multiple knowledge, skills, abilities,
perspectives, and backgrounds (DCL leadership alignment
assessment) to the organization to enable it to successfully and
proactively navigate the external environment and focus the
internal people and resources on the mission, vision, strategies,
goals, and objectives of the organization.
29
Leadership is defined as the ability to assess, develop, maintain,
and change the organizational culture to optimally meet the
needs and expectations of the external environment through
focusing the collective energy of the organization on the

mission, vision, strategies, goals, and objectives of the
organization.
The leadership and management team should consciously
determine the culture of the organization and guide and direct
culture through communication improvement, organization-wide
strategic planning, decision-making alignment, employee
assessment and empowerment, and knowledge management and
organizational learning (process constructs).
Based on the predetermined organizational culture, mission,
vision, and strategies, consistency of leadership and
management are paramount.
Situational and environmental assessment and scanning are key
to adjusting organizational culture, mission, vision, and
strategies.
Transformational leadership and management (including
transactional leadership approaches), where both the science
and art leadership and management are in concert with the
external environment expectations, provide the best approach to
lead people and manage resources in a dynamic world.
The Dynamic Culture Leadership Model
Optimized leadership is certainly attainable for any person and
any organization, but it usually requires concentrated effort to
overcome past habits, ideas, and tendencies.
Ultimately, individual leaders make up the leadership team.
Figure 9-2
Reproduced from Ledlow, G., & Cwiek, M. (2005, July). The
process of leading: Assessment and comparison of leadership
team style, operating climate, and expectation of the external
environment. Proceedings of Global Business and Technology

Association. Lisbon, Portugal.
Leadership Versus Management
The characteristics of “leadership” as compared to
“management.”
Table 9-1
Science Versus Art
Table 9-2
DCL Leadership Process
Briefly, the DCL model incorporates both constructs and
“process” constructs as part of the DCL system.
In essence, model constructs are primarily the descriptive
model.
Figure 9-3

DCL Leadership Process
Leaders who regularly follow the sequence shown have the best
potential to deal with change in their environment, while
building a culture that will be effective even during times of
change.
Members of the leadership team must be ever thoughtful in
maintaining their consistency relative to the organizational
mission, vision, strategies, goals, and values, but also in terms
of the model’s constructs and pro
The overriding theme is that leadership envisions, develops, and
maintains an organizational culture that works amid a dynamic
environment.
A summary of model constructs and process constructs follows
Figure 9-4
37
DCL Model Constructs
Science of leadership includes all technical elements involved
in leading and managing an organization, such as quantitative

and qualitative analysis, decision-making assessments, finance
and budgeting, job analysis and design, planning structures and
processes, computer skills, and the like. Each process construct
of the model has both science and art aspects; an integration of
the two must be consistently used to ensure successful
leadership of an organization.
Art of leadership includes the elements involved in
interpersonal relationships, network building and maintenance,
intuition, coalition development, and the like.
DCL Model Constructs
Technical competence, relationship building, emotional
intelligence, morality and trust building, and environmental and
situational analyses are required at sufficient levels (and should
be at high levels) across the leadership and management team to
successfully lead people and manage the resources of the health
organization.
Congruent vision, mission, strategies, goals, and organizational
values are essential so that a culture of consistency is developed
throughout the organization. The leadership and management
team must consciously assess the external environment (macro
and micro factors) and predetermine these directional,
competitive, adaptive, and cultural development strategies for
the organization.
The external environment comprises all organizational
stakeholders (anyone or any group that influences, serves, gets
service, or is connected to the organization), the macro
environmental factors, the micro environmental factors, and the
synthesized set of expectations of the health organization.
DCL Model Process Constructs
Communication improvement is the leadership and management

team engagement in predetermined modeling, training,
rewarding, and assimilating of the communication environment
into the organization in the means that best contributes to an
effective organizational culture. In health organizations, a
confirming and supportive communication environment that is
cognizant of media richness of communication channels and
competent in conflict management should be the most effective,
efficient, and efficacious.
Strategic planning (includes operational planning) is the
structured, inclusive process of planning to determine a
mission, vision, strategies, goals, objectives, and action steps
that are consistent with organizational values and that meet the
external environment’s expectations of the organization.
Subordinate, internal, and external stakeholders should be
included, as appropriate to level and responsibilities, in the
planning process. Continuous and “living” planning is a cultural
imperative in dynamic environments.
Decision-making alignment involves aligning decisions with the
strategic and operational plan while understanding reality-based
decision making (i.e., pushing down decisions appropriately and
using policies and standing operating procedures for routine and
consistent decisions).
Employee enhancement is the assessment of employee
knowledge, skills, abilities, experience, and trustworthiness and
the practice of increasing or reducing responsibilities (such as
making decisions) appropriate to the unit, group, and individual
in line with the organizational culture as part of development
and the strategic and operational plans.

Knowledge management and organizational learning involves
capturing what the organization knows and what it has learned
so that improvements to effectiveness, efficiency, and efficacy
can be achieved. Leadership, willingness, planning, and training
are facilitators of organizational learning.
Evaluating, reflecting, and retooling is the leadership and
management team’s honest assessment of the DCL model cycle
and ways to improve the cycle in the next repetition.
Busch, M., & Hostetter, C. (2009). Examining organizational
learning for application in human service organizations.
Administration in Social Work, 33(3), 297–318.
DCL Assessment Categorization
Leadership team assessment and alignment are important. This
figure illustrates the leadership team assessment (Step 1 in DCL
Process Figure) for 10 members of a hospital leadership team as
it compares to the current operational environment and the
expectations of the external environment.
Figure 9-3
DCL Assessment Categorization
There is a tension between what the leadership team tends to be
(more leadership oriented with a reasonable science and art
balance) and the more management and science emphasis in
leadership demanded by the external environment; the operating
environment can be found between that tension.
The external environment requirements, as perceived by the

leadership team, are skewed toward management and science
(the “analytical manager” quadrant).
The perception of leadership would lead one to believe that the
external environment requires greater cost control,
accountability, and adherence to policies and rules, although
relationships are still important, as is some leadership focus.
An assessment that looks at leadership as a team, across
organizational levels, operating environments, and external
environment needs, is far better than simply relying on only
individual leader assessments.
44
Comparison: Two Community-Based Hospitals
Two community hospital leadership teams were assessed using
the DCL Leadership Alignment Assessment Tool.
The first hospital is a military community hospital in the
Western United States and the other hospital is in the North
Central/Midwest United States.
The two hospitals, with similar services and case mix indexes,
are highlighted.
Table 9-3
Hospital Comparisons
When comparing the two hospitals, both Hospital A (Federal)
and Hospital B (nonprofit) are skewed strongly towards
“Leadership” and somewhat towards “Science.”
Hospital A is slightly higher on both areas than Hospital B.
There is a moderate amount of diversity in the area of “Art” and
little in the “Management” area for both hospitals, with
Hospital B having slightly higher scores.

Both hospitals leadership teams demonstrate the Analytical
Leader, as compared to the Relationship Leader or Relationship
Manger team composites.
The perceived operating environment for both Hospital A and
Hospital B is fairly balanced. However, Hospital B is now
slightly skewed towards “Art” and Hospital A towards
“Science.”
The external environment requirements, as perceived by
Hospital A, are skewed toward “Management” and “Science”
(the Analytical Manger quadrant), and for Hospital B, slightly
skewed toward “Leadership” and “Science” (analytical Leader).
For Hospital A, the perception is that the external environment
requires greater cost control, accountability and adherence to
policies and rules, whereas with Hospital B, there is a balanced
focus on vision and decision making based on analysis.
When leadership style by organizational level is compared,
there is much more propensity for “Leadership” than
“Management” as you go down the organizational hierarchy.
However, and most interestingly, Level 3 and Level 4 are
balanced with a slight skew for “Art” and “Science” for both
Hospital A and Hospital B. At this level of the organization,
both scientist and artist are needed to deal with dynamic
environments.
The DCL Leadership Alignment Assessment summaries and
charts follow.

DCL Scores
Table 9-4
Table 9-5
Hospital ‘A’ Charts – Government, Federal
Figure 9-6
Figure 9-7
Figure 9-8
Figure 9-9
Figure 9-10

Table 9-6
Hospital ‘B’ Charts – Voluntary, Not for profit
Figure 9-11
Hospital ‘B’ Charts – Voluntary, Not for Profit
Figure 9-12
Figure 9-13
Figure 9-14
Figure 9-15

Table 9-7
DCL and Organizational Culture
To see the reality of the dynamic nature of organizations today,
one need simply consider the changes wrought by increased
human diversity, information overload, the evolution of
technology, the increasing sophistication of the consumer, and
the introduction of e-commerce.
62
How Do Leaders Shape Culture?
Schein suggests that leaders have the greatest potential for
embedding and reinforcing aspects of culture with the following
five primary mechanisms:
Attention: Leaders communicate their priorities, values, and
concerns by their choice of things to ask about, measure,
comment on, praise, and criticize.
Reaction to crisis: This reaction increases the potential for
learning about values and assumptions.
Role modeling.
Allocation of resources.
Criteria for selection and dismissal: Leaders can influence
culture by recruiting people who have particular values, skills,
and traits, and then by promoting (or firing) them.
Schein also described five secondary mechanisms:
Design of organizational structure: A centralized structure
indicates that only the leader can determine what is important; a

decentralized structure reinforces individual initiative and
sharing.
Design of systems and procedures: Where emphasis is placed
shows concern and ambiguity reduction issues.
Design of facilities.
Stories, legends, and myths.
Formal statements.
63
DCL Model Recommendations
An assessment of the organization’s leadership team and
ultimately the development of a team should focus on building a
team that is diverse in terms of the leadership, management, art,
and science attributes, while simultaneously being rooted in the
fundamental values, beliefs, and mission of the organization.
An organization’s leadership should focus on communication
improvement, strategic planning, decision-making alignment,
employee enhancement, and learning organization improvement,
in a regular, cyclical
sequence.
Leaders should become competent in the use of the process
constructs (e.g., communication improvement, strategic
planning) included in this model, so that predetermined and
consistent alternative strategies and applications can be selected
based on the situation.
The sequence should be repeated based on the tempo of change
in the environment: Rapid change creates a need to work
through the sequence at a faster pace. It is estimated that in
health care today, this sequence should be planned for every
three to four years.

Bolman and Deal’s Reframing Leadership and Management in
Organizations Model
With Bolman and Deal’s model, a leader must pay attention to
the four organizational constructs [structural, human resources,
political, and symbolic], each of which has assumptions,
attributes, and imperatives for the leader to consider.
The structural construct (called a “frame”) deals with how
organizations “structure” work processes, how they establish
formal relationships, and how groups facilitate coupling
(coupling is the level of adherence to organizational policies,
rules, procedures, and social expectations).
Bolman and Deal: Choosing a Frame
Table 9-9
Bolman and Deal’s Reframing Leadership and Management in
Organizations Model
The four frames, when integrated, form a unique culture for
each organization.
How do leaders effectively utilize Bolman and Deal’s model?
First we need to understand which actions leaders use in each
frame. Let’s look at each frame in an overview.
Leaders do their homework.
Leaders develop a new model of the relationship of structure,
strategy, and environment for their organization.
Leaders focus on implementation.
Leaders continually experiment, evaluate, and adapt.
Summary

Throughout the course of this chapter we looked at several
prominent leadership theories and models.
Some of these models are standalone and work to explain
industry phenomenon and others are designed to be integrated
into a personal leadership model.
It is important to note that while some theories are more
applicable in certain situations, there is no one “best” theory.
Discussion Questions
Describe the concepts, theories and models of leadership
presented in this chapter in the context of the healthcare supply
chain.
Relate, discuss and provide areas of integration between the
Leadership Model.
related models.
framework for leading the healthcare supply chain team.
within a healthcare supply chain context
Exercises
Describe the concepts, theories and models of leadership most
important to you in the context of the healthcare supply chain.
principles in leading healthcare supply chain operations based
on your ‘leadership model.’
Relate, discuss and provide two areas of integration between the

Leadership Model and support your areas of integration.
models in a one page summary.
framework for leading the healthcare supply chain team in two
pages or less.
within a healthcare supply chain context.
Journal
Answer the following:
What leadership and management principles were presented in
the chapter that would work best for leading the healthcare
supply chain?
In one to two pages, what type of leadership model and
management model (it is fine to create a synergistic model for
yourself) would you utilize for leading people and managing
resources in the healthcare supply chain?

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