Tune into this insightful conversation with Rick Chen, a seasoned process improvement leader, as he explores the critical shift from individual accountability to process accountability. He discusses why sustainable improvement requires a structured “board-to-floor” approach, and how organizations can build a culture where teams feel safe to identify inefficiencies while leaders drive change through visibility and engagement.

Through practical examples, including how ice rink booking data uncovered hidden inefficiencies, Rick shows how data-driven insights can transform service delivery and community outcomes. He also shares why leaders must move from command-and-control to servant leadership to create lasting impact across teams.