The following story was told by Kristin Baird, president of Wisconsin-based Baird Consulting.
Client: A small (750 employees) Midwestern United States critical access hospital.
Problem: The hospital approached Baird for assistance because employee engagement was suffering.
Cause: Patient satisfaction was low and not improving in spite of management's efforts. Additionally, some of the organization's star performers were on the brink of leaving because their nonperforming co-workers re