Acknowledgments

At last count, we have had the pleasure of working with more than 300 healthcare organizations during the last two decades. Although much of that work began in the HR and learning and development areas, many of the projects have covered technology, marketing, quality processes, and more recently, all types of processes, systems, and medical procedures. Some of the early efforts involved work at Banner Healthcare, VA Health Systems, Baptist Hospital chains, and Scripps Health. With the VA, we’ve enjoyed more than a decade of ROI use, and they have done a marvelous job of sustaining the use of ROI as a tool in their large, complex system.

We have learned much from our clients in this important field. We appreciate their willingness to invite us in to share their projects with them. It has allowed us to develop capability in their organizations for the sustained use of ROI. Without our clients, this book would not be developed.

We would like to thank Vic Buzachero and Zack Phillips for their willingness to collaborate on this project. They each bring tremendous operational experience in the healthcare field and know firsthand the applicability of the ROI Methodology to healthcare organizations.

We owe much appreciation to Rachel Robinson, who, as senior editor, has guided this project from the very beginning. She is an outstanding editor and project manager, which makes her a valuable asset well beyond her publishing responsibilities. Thank you, Rachel, for your contribution to this publication and the many others we send your way.

We would like to acknowledge Scripps Health for providing information and background on the organization, performance management process, and decision-making systems. In addition, thanks to Nancy Buzachero who provided support and for the time I spent distracted from her during vacation, grandbaby showers, and valuable evening hours after a day at work. Her patience and understanding were cherished.

I would like to thank Jack, Patti, and Vic for the opportunity to be involved in this project and Rachel Robinson for her tireless efforts in editing this book. I would also like to thank my parents Don and Ellen for their love and support. I am privileged to be associated with everyone connected with this project and look forward to a bright future showing the ROI in healthcare.