The ‘Control Tower’ Approach to Optimising Complex Service Delivery Performance

People tend to think the prime purpose of organisational performance management is learning from the past to improve the future. While this is certainly helpful, it is by no means the whole answer. Often overlooked is the other other important purpose, namely exploring the future to deliver better outcomes.

Our recent paper (see 12-11-12 MBE Control Tower Paper v2.5 Final) uses the analogy of air traffic controllers managing the flow of planes coming in to land to illustrate how hospitals around the world can optimise appointments for outpatients coming in for treatment by adopting what we call the Control Tower approach.

It also explains how this approach has been derived from generic principles underpinning the optimisation of complex service delivery performance, notably including Lean Thinking and Connected Performance.

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