Faced with a growing backlog of orders for prescription medication, members of the Central Refill Pharmacy unit-based team worked through their initial reservations and resistance to change to increase the number of workers on the night shift. This helped the team cut excessive overtime, save money and accommodate workers who wanted to spend time with family or at school during the day.
What Got Results
- Acknowledging and addressing resistance to change as the team experimented with changes
- Setting a clear goal of wanting to reduce excessive overtime
- Deploying more workers to the night shift