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Full-Text Articles in Business

Comparison Of 1d-Convolution Neural Network And Hilbert Huang Transform-Based Features For Ecg Signal Classification, Baqir Ahmed Hussein, Rabab Abdulrida Saleh Apr 2026

Comparison Of 1d-Convolution Neural Network And Hilbert Huang Transform-Based Features For Ecg Signal Classification, Baqir Ahmed Hussein, Rabab Abdulrida Saleh

Journal of Economics and Administrative Sciences

The electrocardiogram (ECG) signal is one of the primary biological signals used in the diagnosis of cardiac arrhythmias. However, conventional analysis and classification methods are often limited by the nonlinear and non-stationary nature of ECG signals. This research aims to evaluate the performance of a one-dimensional convolutional neural network (1D-CNN) and hybrid models that integrate Hilbert–Huang Transform (HHT)-based features with 1D-CNN for ECG signal classification. Five standard diagnostic categories (N, S, V, Q, and F) were considered. A comparative framework was developed, including a standalone 1D-CNN model and three hybrid models based on different HHT-derived features. Model performance was assessed …


Consistency-Based Computing Of Fuzzy Eigenvalues And Fuzzy Eigenvectors: Method And Application, Kamala. R. Aliyeva Prof., Nihad Mehdiyev, Shamil Mehdi Apr 2026

Consistency-Based Computing Of Fuzzy Eigenvalues And Fuzzy Eigenvectors: Method And Application, Kamala. R. Aliyeva Prof., Nihad Mehdiyev, Shamil Mehdi

Chemical Technology, Control and Management

The computation of eigenvalues and eigenvectors under uncertainty is a fundamental problem in fuzzy linear algebra and decision analysis. When matrix elements are represented by fuzzy numbers, classical spectral methods cannot be directly applied due to nonlinearity, ambiguity in ordering, and the propagation of uncertainty. Moreover, in many practical applications, particularly those involving pairwise comparison matrices, the reliability of eigenvalue-based results strongly depends on the consistency of the underlying data. This paper proposes a consistency-based framework for computing fuzzy eigenvalues and fuzzy eigenvectors that explicitly integrates consistency analysis into the spectral derivation process. The proposed method preserves the fuzzy structure …


Product Variety And Asset Pricing, Florin Bidian, Carlos Nunez, Ajay Subramanian, Baozhang Yang Apr 2026

Product Variety And Asset Pricing, Florin Bidian, Carlos Nunez, Ajay Subramanian, Baozhang Yang

Business Faculty Articles and Research

We develop a general-equilibrium multi-industry model with endogenous product variety and study its implications for asset prices. We estimate the model with both the Generalized Method of Moments (GMM) and the Simulated Method of Moments (SMM) and show that the equity premium and risk-free rate are consistent with empirically reasonable risk aversions and discount factors. The market risk premium increases significantly with the interindustry product complementarity. The model also generates the additional novel predictions that the market risk premium increases with the intraindustry product substitutability, and that industries with more substitutable products have higher excess returns. We show support for …


The Influence Of Relationship Marketing On Customer Satisfaction In The Jordanian Banking Sector, Balqees Almestareehi, Seyfettin Ünal Apr 2026

The Influence Of Relationship Marketing On Customer Satisfaction In The Jordanian Banking Sector, Balqees Almestareehi, Seyfettin Ünal

Journal of Economics and Administrative Sciences

This Paper aims to analyze the impact of relationship marketing dimensions on customer satisfaction in the Jordanian banking sector. It uses a comprehensive measurement model based on confirmatory factor analysis (CFA) and structural equation modeling (SEM). The study's problem stems from the need to understand how relationship-marketing practices affect customer satisfaction in rapidly changing and highly competitive banking environment. The research relied on a field survey of 677 Jordanian bank customers. A standardized questionnaire measured the seven dimensions of relationship marketing and customer satisfaction. The results showed statistically significant positive effects for all dimensions on customer satisfaction. Customer bonding strengthening …


The Impact Of Forensic Accounting On The Effectiveness Of Fraud Detection In Private-Sector Banking And Merchandising Companies: Evidence From Sulaymaniyah City, Kurdistan Region, Iraq, Barham Khalid Hassan Apr 2026

The Impact Of Forensic Accounting On The Effectiveness Of Fraud Detection In Private-Sector Banking And Merchandising Companies: Evidence From Sulaymaniyah City, Kurdistan Region, Iraq, Barham Khalid Hassan

Journal of Economics and Administrative Sciences

This study examines the impact of forensic accounting techniques, challenges, and accountants' skills on fraud detection effectiveness in the private sector of Sulaymaniyah City, Kurdistan Region of Iraq. The study employed a quantitative research design, with preliminary semi-structured interviews conducted to inform questionnaire development. In the qualitative phase, purposive sampling was used to interview eight forensic accountants with experience handling multiple fraud cases in Sulaymaniyah. Insights from these interviews guided the creation of a structured questionnaire, which was subsequently distributed to Seventy-four accounting professionals from private banks and merchandising firms for the main data collection. Data were analysed using SPSS …


Combined Hybrid Ardl-Garch-Bigru Model In Analyzing And Forecasting Currency In Circulation Issued By The Central Bank Of Iraq, Abdulrazzaq Tallal Akram, Omar Abdulmohsin Ali Apr 2026

Combined Hybrid Ardl-Garch-Bigru Model In Analyzing And Forecasting Currency In Circulation Issued By The Central Bank Of Iraq, Abdulrazzaq Tallal Akram, Omar Abdulmohsin Ali

Journal of Economics and Administrative Sciences

This research examines the dynamics and forecasting performance of currency in circulation (CIC) in Iraq. It uses a theoretical framework that recognizes long-run equilibrium relationships, short-run adjustment, volatility clustering, and nonlinear patterns. These complexities limit the adequacy of traditional linear models and motivate hybrid approaches. Accordingly, a triple hybrid model is employed. This combines autoregressive distributed lag (ARDL), Generalized Autoregressive Conditional Heteroskedasticity (GARCH) with Generalized Error Distribution (GED) to capture heavy-tailed behavior, and Bidirectional Gated Recurrent Unit (BIGRU). Stationarity is assessed using ADF tests. Residual diagnostic tests confirm heteroskedasticity, thereby justifying the inclusion of a GARCH component. The proposed model …


The House Capstone Project, Josh Delange Apr 2026

The House Capstone Project, Josh Delange

Celebrating Scholarship and Creativity Day (2018-)

Capstone project on The House


Building Sustainable Competitive Advantage Through Customer Centricity: Evidence From Fmcg Firms In Indonesia, Oskar Fajar Damanik, Elliot Simangunsong, Fathony Rahman, Eka Ardianto Apr 2026

Building Sustainable Competitive Advantage Through Customer Centricity: Evidence From Fmcg Firms In Indonesia, Oskar Fajar Damanik, Elliot Simangunsong, Fathony Rahman, Eka Ardianto

The South East Asian Journal of Management

Research Aims: This study aims to develop a comprehensive model that leverages customer-centric strategies to build sustainable competitive advantage within the dynamic and complex context of changing consumer behaviour.

Design/Methodology/Approach: Data were obtained from 235 sales and marketing managers across 63 Fast Moving Consumer Goods (FMCG) firms using a convenience sampling method. A structured questionnaire employing Likert-scale items was distributed via Google Forms. The data were analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM) in SmartPLS 3 and further validated through semi-structured interviews with top management practitioners.

Research Findings: The findings of the study indicate that a customer-centric strategy …


The Influence Of Top Management Commitment On Competitive Advantage Through Supply Chain Resilience, Supply Chain Digitalisation, And Supply Chain Responsiveness, Hotlan Siagian, Sautma Ronni Basana, Widjojo Suprapto, Zeplin Jiwa Husada Tarigan Apr 2026

The Influence Of Top Management Commitment On Competitive Advantage Through Supply Chain Resilience, Supply Chain Digitalisation, And Supply Chain Responsiveness, Hotlan Siagian, Sautma Ronni Basana, Widjojo Suprapto, Zeplin Jiwa Husada Tarigan

The South East Asian Journal of Management

Research Aims: This study aims to analyse the influence of top management's commitment on competitive advantage through supply chain digitalisation, responsiveness, and resiliency.

Design/Methodology/Approach: Data were collected using a five-point Likert-scale questionnaire distributed to manufacturing practitioners with a minimum supervisory position. A total of 203 valid questionnaires were analysed. Data processing was performed using SmartPLS version 4.0 to test measurement and structural models.

Research Findings: The study results indicate that eight hypotheses are accepted and one is rejected. Top management commitment positively impacts supply chain digitalisation, responsiveness, and resilience. Furthermore, supply chain digitalisation and supply chain resilience both positively impact …


Unveiling Ai Deployment And Social Support On Customer Value Co-Creation And Stickiness In Social Commerce: A Pls-Sem And Nca Approach, Zandro M. Catacutan, Christian Edwin M. Perlado Apr 2026

Unveiling Ai Deployment And Social Support On Customer Value Co-Creation And Stickiness In Social Commerce: A Pls-Sem And Nca Approach, Zandro M. Catacutan, Christian Edwin M. Perlado

The South East Asian Journal of Management

Research Aims: This study examines AI deployment and social support in fostering customer value co-creation and customer stickiness towards S-commerce applications in online shopping.

Design/Methodology/Approach: This study employed a cross-sectional survey design, incorporating purposive and snowball sampling, and a sample size of 625 participants. PLS-SEM and NCA were utilised to test the hypotheses of this study.

Research Findings: The study results showed that AI deployment and social support were significant determinants and essential factors in facilitating customer value co-creation for S-commerce. However, it is not a prerequisite for maintaining customer stickiness in S-commerce. Customer value co-creation was found to have …


The Path To Impulse: A Cognitive-Affective-Conative Model Of Live E-Commerce Behaviour Across Southeast Asia, Any Urwatul Wusko, Aminullah Aminullah Apr 2026

The Path To Impulse: A Cognitive-Affective-Conative Model Of Live E-Commerce Behaviour Across Southeast Asia, Any Urwatul Wusko, Aminullah Aminullah

The South East Asian Journal of Management

Research Aims: This study investigates how cognitive and affective mechanisms jointly shape impulse buying intentions in live e-commerce environments, using the Cognitive-Affective-Conative (CAC) model, with a focus on Southeast Asian consumers.

Design/Methodology/Approach: A quantitative, cross-sectional survey was conducted with 430 respondents from Indonesia, Malaysia, Thailand, Vietnam, and the Philippines. Data were gathered from participants with recent live-shopping experience on platforms such as TikTok Shop and Shopee Live. Structural Equation Modelling (SEM) using SmartPLS was employed to test the proposed relationships.

Research Findings: Perceived authenticity and interactivity significantly influence emotional arousal and fear of missing out, which in turn predicted impulse …


The Digitalisation Of Administrative Processes And Institutional Agility In Sucs Cebu City: The Mediating Role Of Employee Digital Readiness, Leovigilda L. Bithay Apr 2026

The Digitalisation Of Administrative Processes And Institutional Agility In Sucs Cebu City: The Mediating Role Of Employee Digital Readiness, Leovigilda L. Bithay

The South East Asian Journal of Management

Research Aims: This study examines how the digitalisation of administrative processes influences institutional agility in SUCs in Cebu City, Philippines, and explicitly investigates employee digital readiness as a mediating capability that translates digital investments into organisational adaptability.

Design/Methodology/Approach: A quantitative predictive research design was employed using a structured survey administered to 300 administrative employees selected through purposive sampling. PLS-SEM was used to test direct and indirect relationships.

Research Findings: The digitalisation of administrative processes has a significant positive effect on institutional agility. Employee digital readiness partially mediates this relationship, indicating that technological modernisation alone yields limited gains in agility unless …


The Role Of Relational Capital As A Dynamic Capability And Its Effect On The Relationship Between Directors’ Network And Firm Performance, Saiful Bakhtiar Masduki, Norman Mohd Saleh, Lokhman Hakim Osman, Mara Ridhuan Che Abdul Rahman, Kamarul Baraini Keliwon Apr 2026

The Role Of Relational Capital As A Dynamic Capability And Its Effect On The Relationship Between Directors’ Network And Firm Performance, Saiful Bakhtiar Masduki, Norman Mohd Saleh, Lokhman Hakim Osman, Mara Ridhuan Che Abdul Rahman, Kamarul Baraini Keliwon

The South East Asian Journal of Management

Research Aims: This study aims to examine how directors’ networks (DIRNET) improve firm performance and how relational capital (RELCAP) helps mediate this relationship in Malaysian public-listed firms.

Design/Methodology/Approach: The adopted research design makes use of secondary data that involves 579 publicly listed firms within the period of 2017-2019. DIRNET and RELCAP measured through social network analysis techniques. Panel regression is applied to test the models and ensure robustness of the research findings.

Research Findings: DIRNET is positively related to firm performance, and this effect is partially mediated by RELCAP, which positively influences performance. However, the relationship between DIRNET and firm …


Cultural Perspectives On Work-Life Balance: A Literature Review Of Cultural Differences Relating To Work-Family Conflict And Occupational Well-Being, Emma Rosengartner Apr 2026

Cultural Perspectives On Work-Life Balance: A Literature Review Of Cultural Differences Relating To Work-Family Conflict And Occupational Well-Being, Emma Rosengartner

Honors Theses

The focus of this review is to explore four different cultural views on work-life balance (WLB) and work-family conflict (WFC). The terms WLB and WFC have become increasingly popular in the business world as people struggle to separate their home life and work life due to technology blurring the lines and women becoming an equal force in the workplace. When individuals experience high levels of WFC or do not have stable WLB, well-being is often negatively affected and work performance declines. This review explores literature on WLB and WFC in Japan, Mexico, Sweden, and the United States to make connections …


Personal Tendencies And Traveler Preferences: A Study On Personality-Driven Travel Marketing, Evelyn Filleman Apr 2026

Personal Tendencies And Traveler Preferences: A Study On Personality-Driven Travel Marketing, Evelyn Filleman

Honors Theses

This study examines the influence of personality typing (as outlined by the International Personality Item Pool test structure) on travel decision-making as it relates to marketing matrix strategies. Understanding the relationship between personality type and travel is crucial, as individuals will have different need hierarchies and place decision-making factors on different levels of priority. This study uses the theoretical frameworks of Clifford Geertz and Michael Pacanowsky (Cultural Approach to Organizational Communication) and Judee Burgoon (Expectancy Violations Theory) to inform, direct, and explain the results of the completed research. A total of 261 participants were asked to take a survey outlining …


Bill Brand Interview By Alex Morris, April 6, 2026, Bill Brand, Alexander Morris Apr 2026

Bill Brand Interview By Alex Morris, April 6, 2026, Bill Brand, Alexander Morris

HIST 4798/5798: Recording Memory: Methods and Uses of Oral History

In this 2026 interview, Bill Brand, a former corporate executive and, since 2023, a trustee on the Ohio University Foundation Board, discusses his lifelong connections to Ohio University (OU) and Athens, Ohio. An OU alum, Brand earned a Bachelor of Science from the Scripps College of Communication in 1987. He discusses what about OU—from when he first visited in the early 80s up until now—has continued to entice him into involvement with the university. In particular, he touches on the strong sense of community within both the university and Athens as a whole, which he asserts serves as a safe …


The Benefits Of Micro Mentorship In Supporting Student Learning And Growth, Laura A. Book Apr 2026

The Benefits Of Micro Mentorship In Supporting Student Learning And Growth, Laura A. Book

UNLV Best Teaching Practices Expo

An overview of how pairing students with industry mentors can benefit their growth post graduation.


Getting Students To Stop Having Ai Do Their Homeworkfor Them, Todd Jones Apr 2026

Getting Students To Stop Having Ai Do Their Homeworkfor Them, Todd Jones

UNLV Best Teaching Practices Expo

There are three simple rules, that, if followed, should cut down on the amount that students use AI to do their homework for them.


Bridging The Divide Between Theory & Practice: A Framework For Fostering Relevant Learning Environments, Elsa Lopez-Martinez Apr 2026

Bridging The Divide Between Theory & Practice: A Framework For Fostering Relevant Learning Environments, Elsa Lopez-Martinez

UNLV Best Teaching Practices Expo

This poster presents a framework for bridging the gap between theory and practice in teacher education by designing relevant learning experiences that better prepare preservice teachers. Grounded in seminal teacher education literature, the approach explicitly connects coursework to professional applications while preserving the integrity of theoretical foundations. The framework emphasizes ongoing communication of purpose and alignment across courses. Additional strategies include integrating career-focused activities, facilitating reflective exercises, inviting practitioner perspectives, and providing applied assignments. Evidence from student feedback highlights increased engagement, confidence, and perceived relevance.


Transparency And Personalized Feedback Curb Ai Misuse In Asynchronous Online Biology, Elana A. Paladino Apr 2026

Transparency And Personalized Feedback Curb Ai Misuse In Asynchronous Online Biology, Elana A. Paladino

UNLV Best Teaching Practices Expo

The rapid expansion of generative AI (Gen-AI) has reshaped teaching and assessment in online, asynchronous introductory biology courses, creating new challenges for academic integrity and meaningful learning. This poster examines practical strategies to promote ethical AI use while maintaining student engagement. Transparency of instructions and timely, personalized feedback were found to curb AI misuse in online discussion posts. Structured use of AI tutors encouraged responsible engagement with Gen-AI, and surveillance methods for summative exams had mixed effects.


Evaluating The Benefits Of “Science Of Learning To Learn” In Foundational Undergraduate Biology Courses, Kathryn M. Rafferty, Jenifer Utz, Christy Strong, Matthew Bernacki Apr 2026

Evaluating The Benefits Of “Science Of Learning To Learn” In Foundational Undergraduate Biology Courses, Kathryn M. Rafferty, Jenifer Utz, Christy Strong, Matthew Bernacki

UNLV Best Teaching Practices Expo

Our objective was to foster increased retention of freshman student and subsequent progression into upper division coursework by incorporating learning skill development and motivational activities into the Introductory Biology courses (BIOL190/191). Enhancement of the introductory biology courses at UNLV has the potential to improve the educational experiences of thousands of students, since about 600 to 800 students enroll in the introductory biology courses each semester. We have previously developed a multimedia learning skill intervention called "The Science of Learning to Learn" which covers the importance of self-testing, spacing out and scheduling study sessions, and managing one's goals, habits, and learning …


From People To Algorithms: Does Bpm Maturity Shape An Ai-Ready Workforce?, Piotr Sliż, Jędrzej Siciński, Beata Jackowska Apr 2026

From People To Algorithms: Does Bpm Maturity Shape An Ai-Ready Workforce?, Piotr Sliż, Jędrzej Siciński, Beata Jackowska

European Management Studies

Purpose: Introducing AI into an organization should not be limited to technological implementation alone. It also requires a coherent management framework that supports this transformation – especially regarding the workforce. The research focuses on the question: What are the relationships between BPM maturity, AI implementation, and workforce maturity in the organizations studied? The main objective is to examine how these three elements interact and what this means for organizations aiming to build readiness for AI-driven change.

Design/methodology/approach: To explain the relationships between BPM maturity, AI implementation, and workforce maturity, a survey-based study was conducted among a convenience sample …


Esg Greenwashing And Ownership Structure Under Information Asymmetry, Luu Thu Quang, Nguyen Dang Hai Yen, Vo Thien Trang, Tran Hoang Vu Apr 2026

Esg Greenwashing And Ownership Structure Under Information Asymmetry, Luu Thu Quang, Nguyen Dang Hai Yen, Vo Thien Trang, Tran Hoang Vu

European Management Studies

Purpose: This is the first paper to investigate how ownership structure influences ESG greenwashing, with a focus on the moderating role of information asymmetry. The study is set in Vietnam’s stock market, where state ownership remains significant and disclosure standards are still developing.

Design/Methodology/Approach: We construct a unique hand-collected dataset of annual reports from listed firms between 2020 and 2024. Greenwashing is measured using both disclosure–performance gaps and narrative-based textual analysis. Ordinary least squares and two-stage least squares regressions are employed, with robustness checks using alternative proxies for information asymmetry.

Findings: Results show that in transparent environments, …


Nonprofit Leaders’ Perceived Top Struggles: A Qualitative Study With Descriptive Quantification Of Capacity, Funding, And Operational Barriers, Angie Holzer Apr 2026

Nonprofit Leaders’ Perceived Top Struggles: A Qualitative Study With Descriptive Quantification Of Capacity, Funding, And Operational Barriers, Angie Holzer

Journal of Nonprofit Innovation

Nonprofit organizations are widely understood to operate under conditions of persistent constraint, yet less is known about how nonprofit leaders themselves perceive and prioritize their struggles. This study presents findings from a qualitative analysis with descriptive quantification of open-ended responses from 77 nonprofit leaders who were asked to identify their biggest challenges. Using thematic coding, frequency counts, and order-based sequencing analysis, the study distinguishes between perceived struggles, immediate needs, and capacity-focused structural blockers. While funding and financial sustainability were the most frequently cited perceived struggles, capacity-related challenges—including board governance, staffing and volunteers, compliance burden, operational systems, and leadership bandwidth—emerged as …


Enhancing Assessment Tools For Foster Youth: A Phenomenological Approach To Preparing For Independent Living, Karen M. Armstead Apr 2026

Enhancing Assessment Tools For Foster Youth: A Phenomenological Approach To Preparing For Independent Living, Karen M. Armstead

Journal of Nonprofit Innovation

Abstract

Foster youth transitioning to independent living often face challenges that extend beyond technical life skills. This qualitative phenomenological study explored the lived experiences of 10 former foster youth (ages 18–21) regarding readiness for independent living and the adequacy of preparation they received. Semi-structured interviews were guided by an 18-question instrument reflecting real-world transition domains commonly addressed by nonprofit independent living programs. Thematic analysis yielded three primary themes: (1) lack of preparation, (2) emotional strain and abandonment, and (3) life skills training. Findings indicate that readiness is multidimensional and shaped by practical preparation, emotional readiness, and relational support. For nonprofit …


Factors Affecting Purchase Intention Toward Second Hand Clothes, Soumaya Mounir Kaakour, Fouad Saad Apr 2026

Factors Affecting Purchase Intention Toward Second Hand Clothes, Soumaya Mounir Kaakour, Fouad Saad

BAU Journal - Society, Culture and Human Behavior

Although the purchase of second-hand clothing remains a debated research topic, it is widely acknowledged that second-hand clothing (SHC) benefits society by reducing the waste of natural resources and promoting sustainability, however, it is yet to be determined whether the motivation behind buying second-hand clothing is driven by concerns for self, community, and nature.

This research aimed to investigate the impact of the five following factors frugality, perceived environmental knowledge, attitude, environmental concern, and mindful consumption on the purchase intention of second-hand clothing. A quantitative approach was used, and data was gathered online using Google Forms, where 308 responses were …


Enhancing Provider Engagement Through Peer-To-Peer Coaching: The Provider Ambassador Program, Jason Vallee, Jodi Stewart, Sam Verkhovsky, Steve Del Giudice, Janet Aug, Amanda Higgins, James Perry, Alice Kennedy, Brant Oliver Apr 2026

Enhancing Provider Engagement Through Peer-To-Peer Coaching: The Provider Ambassador Program, Jason Vallee, Jodi Stewart, Sam Verkhovsky, Steve Del Giudice, Janet Aug, Amanda Higgins, James Perry, Alice Kennedy, Brant Oliver

Patient Experience Journal

Provider burnout and disengagement are associated with diminished patient satisfaction, reduced clinical quality, and adverse organizational outcomes. Peer-to-peer coaching has emerged as a promising, scalable intervention to support provider engagement and improve the patient care experience. This study evaluates the effectiveness of the Provider Ambassador Program, a structured peer-to-peer coaching initiative designed to improve patient satisfaction by enhancing provider communication, professional behavior, and patient engagement skills. A pre-post quasi-experimental design was used to assess changes in provider CG-CAHPS ``Provider Overall'' top-box scores following coaching. Eligible providers (n = 83) across five BLANK Health locations were identified based on top-box scores …


A Hybrid Coaching Model In A Multi-Center Networked Care Experience Learning Collaborative, Elizabeth Rizzo, Victoria Adams, James Perry, Nicole Szalay, Samuel Verkhovsky, Megan Morse Holthoff, Alice Mae Kennedy, Brant Oliver Apr 2026

A Hybrid Coaching Model In A Multi-Center Networked Care Experience Learning Collaborative, Elizabeth Rizzo, Victoria Adams, James Perry, Nicole Szalay, Samuel Verkhovsky, Megan Morse Holthoff, Alice Mae Kennedy, Brant Oliver

Patient Experience Journal

Coaching teams and leaders conducting quality improvement (QI) has shown to be an effective method for project success. Our coaches were well versed in Lean Six Sigma and IHI Model for Improvement methods. Certified Lean Six Sigma Blackbelts coaches were assigned to project teams. Routine participation in project team meetings and one-on-one coaching sessions reenforced tools necessary to complete improvement work. Additionally, coaches met with one another to discuss their methods, work through challenges, and celebrate successes. Fourteen improvement teams led work in Care Experience related projects. Eleven project leaders certified in Lean Six Sigma methodology through the Value Institute …


Documentation And Dashboard Driven Quality And Safety Improvement In Interpreter Services For Limited English Proficient Patients, Richard T. Dillehay, Samuel Verkhovsky, Andrew Bohm, Harley Friedman, Dawn Welshman, Ann Morong, Vidya Karthikeyan, Jessica Dampier, Amanda Racine, Brant Oliver Apr 2026

Documentation And Dashboard Driven Quality And Safety Improvement In Interpreter Services For Limited English Proficient Patients, Richard T. Dillehay, Samuel Verkhovsky, Andrew Bohm, Harley Friedman, Dawn Welshman, Ann Morong, Vidya Karthikeyan, Jessica Dampier, Amanda Racine, Brant Oliver

Patient Experience Journal

Limited English Proficiency is known as an independent driver of disparities in patient's access to healthcare and their healthcare outcomes. The Joint Commission standards require that health systems document language services delivery to patients with limited English proficiency in a systematic way. Our health system had not historically utilized a methodical system for documenting language services utilization prior to the launch of this initiative. By utilizing a Lean Six Sigma approach, a project team comprised of leaders from interpreter services, operations, data analytics, and data informatics codesigned an Epic SmartForm data collection instrument and series of Tableau dashboards to monitor …


``We'll Be Right With You'', Improving Patient Experience With Complaint Management Within A Learning Health System Collaborative, James J. Perry, Mackenzie Hahn, Angela Kmiec, Brant J. Oliver Apr 2026

``We'll Be Right With You'', Improving Patient Experience With Complaint Management Within A Learning Health System Collaborative, James J. Perry, Mackenzie Hahn, Angela Kmiec, Brant J. Oliver

Patient Experience Journal

An improvement team at Cheshire Medical-Dartmouth Health participated in the Care Experience Collaborative aimed at enhancing the patient and workforce experience. Utilizing a hybrid Lean Six Sigma DMAIC approach alongside modified Institute for Healthcare Improvement learning techniques, local teams were coached by quality improvement specialists. The project's focus was on improving the complaint management process to boost hospital ratings and recommendations. Initial assessments revealed significant inefficiencies, such as delays in response times and poor tracking of complaint resolutions. Implementing a new digital monitoring system in conjunction with standardized training resulted in substantial improvements: complaint resolution times decreased by 53%, while …