Mecklenburg EMS Agency, Charlotte, NC, USA

Charlotte is one of the fastest-growing metropolitan EMS systems in North America. Dr. Williams advised the leadership team on a multi-year engagement as they pursued enhancing the organization through adopting quality as an organizational strategy. The process involved a multi-stage change effort to define the organizational purpose, understand the organization as a system, collect and display a vector of measures, develop approaches to gathering information, planning for improvement, and managing individuals and teams to execute strategic projects. Mecklenburg EMS Agency was the first in the ambulance industry to adopt this leading approach to enhancing organizational performance.