Accountability and reliable promises, pt. 3

Part 3 in a 3-part series In the first two parts of this series, we used the example of nurses filling foam canisters in hospitals (to increase the odds of hand washing that protects patients from infection) to demonstrate what it takes to build accountability in an organization. Accountability requires promises, which in turn require […]

Accountability and reliable promises, pt. 2

Part 2 in a 3-part series What does it mean to have accountability? As we observed in an earlier post, piggybacking off of Mark Graban, if a hospital manager expect nurses to be responsible for filling foam canisters to increase the odds of hand washing to protect patients, there needs to be an explicit promise […]

Accountability and reliable promises, pt. 1

Part 1 in a 3-part series What do we mean by accountability? In a recent post, I suggested that it’s silly to hold someone responsible for fulfilling a promise when they never actually made a promise. After all, request + acceptance = promise. Let’s connect this to an insightful take on the same question provided by Mark […]