After all the best practices, quality measures attainment, process re-engineering and other initiatives in healthcare organizations, workforce computer literacy will be a key market differentiator for organizations that want the biggest competitive edge. This belief, which I’ve held for 15 years, drives my approach to organizational leadership.

Historically, when information technology was a back office function during the batch processing era, there was little or no attention paid to workforce workflow and processes. In fact, during this period, outside of perhaps the finance department, there was no workforce awareness or concern whether systems were even up or down because there was no impact on operations outside of IT. In this idyllic world of yesteryear, things ran smoothly as long as there was appropriate paper stock and a sufficient filing and retrieval system.

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