Using Lean to Improve an Imaging Center Process Sally Campion, director of the VVH ACO, was very concerned about attracting new members as enrollment was flat. A market research focus group discovered that VVH had a reputation as being slow and bureaucratic which dissuaded some seniors from enrolling in their ACO. She felt she wanted to experiment with improving service speed and satisfaction. Susan Francis, CEO, suggested she start with the VVH imaging center as its staff was creative and flexible. Sally and the imaging center staff collected data during a Kaizen event. The diagram below shows the current state process for CT scanning. Imaging Center Process Map Drive to Imaging Park Enter Center Enter & Register Complete forms Center 1 minute 1 minute 2 minutes 7 minutes Move to exam Move to Lobby Wait in Exam room - remove CT Scan and wait Room clothes - 3 15 minutes 13 minutes 7 minutes minutes Exit building - Get Dressed Check out Exit the Center walk to car 5 minutes 3 minutes property 3 minutes