The following professionals are confirmed to present at the Lean Healthcare Summit 2017:

John Toussaint, MD, is one of the foremost figures in the adoption of lean principles in healthcare. Under his leadership since 2008, Catalysis (formerly the ThedaCare Center for Healthcare Value), headquartered in Appleton, Wisconsin, has launched peer-to-peer learning networks, developed in-depth workshops, and advanced the idea of healthcare value through care delivery redesign, transparency of healthcare performance measurement, and payment reform.

Dr. Toussaint’s healthcare improvement work using the Toyota Production System principles has been well documented in healthcare industry publications and he has been recognised for his work in transforming healthcare by the Association of Manufacturing Excellence (AME), which inducted him into its 2012 Hall of Fame, and the Jon M. Huntsman School of Business at Utah State University, which hosts the annual Shingo Prize for Operational Excellence. In 2011, he was appointed a lifetime member of the Shingo Academy. In 2005, Wisconsin Governor Jim Doyle honored Dr. Toussaint with a Certificate of Commendation for Innovation from the State of Wisconsin.

As a much sought after speaker, Dr. Toussaint has addressed audiences at The Association for Manufacturing Excellence, The Agency for Healthcare Research and Quality, The Center for Medicare and Medicaid Services, The Shingo Institute, The Lean Enterprise Institute, The Institute for Healthcare Improvement, The American College of Healthcare Executives, and many international conferences. He also regularly speaks on the topic of healthcare value to state and national legislators, Medicare leaders, and government staff.

To read more about Dr Toussaint’s presentation, ‘Transforming healthcare delivery using lean principles‘, please see the abstract here.


Stefan Metzker is a Medical Doctor and currently holds the position of CEO at the hospital of Maennedorf, Zürich in Switzerland after he served 5 years as Executive Director of a hospital group. He is also a Non-Executive Director at PrionTexMicronclean (Pty) Ltd Group of companies and Ram Mountaineering (Pty) Ltd, South Africa. During his career, he has held various roles in South Africa as Executive and Non- Executive Director both at PrionTexMicronclean and Capestorm which he also co-founded. In keeping with his medical qualification he has also consulted to the Swiss Air Ambulance and the Lung Unit & ICU at the University Hospital of Stellenbosch.  Prior to this is he worked as a Registrar in Internal Medicine, Surgery and Anesthetics in Switzerland.

In addition to his medical qualification, Dr. Metzker has specialized both in Internal and Emergency Medicine. He holds a Diploma in Business Management as well as an Executive MBA from the GSB UCT, Cape Town.

He is a founding member of the Lean Institute Africa. As a driver of Lean healthcare in Switzerland he is also supporting the change in Europe with a group of hospital CEOs from all over Europe and with assistance of Catalysis.

To read more about Dr Metzker’s presentation ‘Lean in light of the postmodern challenges of Healthcare‘, lease see the abstract here.


The Hollard Continuous Improvement team, including (from left to right), Francois de Jager, Malcolm Davidson and Gerda Lewis, has the purpose to not exist within 3 years.  This can only be achieved if the team can transform Hollard into a lean organisation.  In the team’s transformation journey over the past 20 months they have facilitated:

  • Financial performance improvement of R28m to date in the group claims Recoveries and Liabilities area
  • Increased sales in a pilot field sales team by 335% in a period of 2 months
  • Decreased the financial month end reporting process of a pilot division from 45 days (6 staff) to 4 days (4 staff) in a period of only 6 weeks with no automation
  • Decreased standard complaints by 38% and escalated complaints by 60% within 6 months in one of the major business units
  • Reduced inbound queries by 30% in a major business unit through improved problem solving
  • Reduced the error rate of the HR team in their people movement process from 77% to 3%
  • Reduced aged debtors over 60 days in a specific business unit from R426m to R227m resulting in a provision release of R30m
  • Improved policy renewal performance in a specific business unit by R4,3m in 4 months.

The team has achieved some good momentum to date, have made a lot of mistakes, learnt a lot of lessons that may be worthy to share, and is pushing full steam ahead to achieve a total Hollard transformation within the next 3 years.

To read more about Hollard’s Presentation ‘Lean at Hollard: The Journey thus far‘, please see their abstract here.


Dr Richard Chivaka is an Associate Professor of Business Strategy & Supply Chain Management at the University of Cape Town, Graduate School of Business. Dr Chivaka is the Founding Director of Spark Health, a partnership between the University of Cape Town Graduate School of Business and Johnson & Johnson Partnership. Spark Health is an intensive mentoring and team transformation program that strengthens health systems through culture change, with a strong focus on reducing vertical transmission of HIV. He has been the Director for the Johnson & Johnson Southern Africa Management Development Institute, a healthcare leadership programme that is offered in conjunction with University of California, Los Angeles, from 2009 until 2016. Dr Chivaka is a visiting Professor and the inaugural Research Scholar of the Stanford Business School’s Institute for Innovation in Developing Economies (SEED), at Stanford University, USA. His work with SEED focuses on supporting the development of African entrepreneurs to scale up and sustain their business. In this regard, Dr Chivaka teaches Value Chain Innovations and Operations Management on the Stanford SEED Transformation programs in West and East Africa Centers of Excellence.

Dr Chivaka’s main interests, experience, and specialist skills are in the following: Business strategy, value chain innovations, supply chain management, and health systems strengthening through leadership and management capacity development. His mission lies at the nexus of poverty reduction and improved healthcare. Dr Chivaka strongly believes that it is possible to improve the welfare of Africans, provide better economic opportunities and promote social cohesion by enhancing the competitiveness of businesses on the one hand, and improving public healthcare service delivery, on the other. In order to generate more and better economic opportunities, innovation (in its various facets) should be at the heart of enterprise development, improved business competitiveness and economic growth. The healthcare-economic development link to poverty reduction ought to be strengthened through through public policies, program and projects that acknowledge the reality that it is much harder for sick people to get out of poverty because they cannot physically work for themselves as well as healthy people can.

Chipo Mupure is an avid operations and supply chain management practitioner with years of experience in the implementation of process improvement strategies across diverse industries in several countries in Africa. Chipo currently holds the position of Deputy Director of a leadership and management development program at Spark Health where she is responsible for program management from planning through to implementation. This includes stakeholder analysis, engagement and management; coordination of multiple stakeholders as well as direct mentorship support.

Prior to Spark Health, Chipo was driving the journey towards excellent processes across the Maersk Line offices in Africa as the Regional Process Excellence Partner.  She has also served in the capacity of Research Associate with the Lean Institute Africa where she also discovered her passion for coaching and teaching.

Chipo has a strong interest in the improvement of service delivery in the public healthcare sector. She recently completed a USAID funded project to improve clinical efficiency in hospitals in Malawi, working closely with the second largest healthcare provider in the country. During her tenure at the Lean Institute Africa, she spearheaded a pilot program for the introduction of continuous improvement using lean principles in selected hospitals across South Africa’s nine provinces.  

To read more about Spark Health’s Presentation ‘Health Systems Strenghening Through Culture Change: A Paradigm Shift‘, please see their abstract here.


Stephan Fourie is a Medical Doctor and also holds an MBA from Stellenbosch University. Currently, as Director in the Western Cape Department of Health, he is involved with numerous specialised projects. Previous roles in the Department include Medical Manager for Red Cross War Memorial Children’s Hospital as well as the Provincial Clinical Operations Coordinator.

He leads the newly established Collaborative Healthcare Improvement (CHI) initiative team that drives lean healthcare in the Western Cape Department of Health, supported by the Lean Institute Africa and Catalysis.


Rose Heathcote is the founder of Thinking People, and her purpose is to advance the learning and application of Lean Thinking in Africa.

For more than 20 years, she has focused on raising the performance of enterprises in most industry sectors in Africa, Middle East, UK and India through Lean Thinking and Best Practice. She has been privileged to work with 100+ companies, from micro through to large internationals, supporting them with:

  • Strategy and Execution in Lean Thinking
  • Corporate and Individual Learning and Development

She has a background in Industrial Engineering and Business Management and is the author of ‘Making a Difference’ and ‘Clear Direction’.

Contact Rose by visiting www.thinkingpeople.co.za.

To read more about Rose Heathcote’s workshop ‘Introduction to Lean Thinking‘, please see the workshop outline here.



Heather Tuffin is a medical doctor turned improvement scientist. She works with staff in the Western Cape provincial health system to improve patient care processes, with the joint aims of improving health outcomes and creating a greater level of joy in the workplace.

She has recently been appointed as Project Manager for the newly formed Collaborative Healthcare Improvement (CHI) office for the Western Cape Department of Health.

She is an honorary lecturer for the faculty of Emergency Medicine at UCT, where she teaches Patient Safety and Improvement Science as part of their Masters programme.

In 2014, Lean Institute Africa awarded Heather the De Beers Diamond Award for “Excellence in making South Africa a better place for all”.

To read more about Heather Tuffin’s workshop ‘Our Province’s experience with lean management‘, please see the workshop outline here.