Dr Gareth Goodier, CEO of Cambridge University Hospitals, joins the Process Excellence Network to discuss what was once described as ‘the most granular business intelligence tool in the world’, and what he refers to as the ‘balanced scorecard approach’. The system takes on board every patient, consultant, drug and test to go through the hospital, assessing levels including safety, satisfaction, quality and efficiency. In this exclusive interview, Dr Goodier, who has a background in Australian Lean practices, outlines how the system works.