This project was undertaken to explore the journey to productivity improvement by a local hospital. The hospital recently implemented two process improvement tools, 5S and TQM. The project assessed the company’s adoption level for the two lean tools they implemented, as well as assessing how the implementation impacted productivity and service delivery at the hospital. Current performance levels were also established in an endeavor to find if indeed what is reported is actually what is happening at the hospital. Results indicate that the implemented process improvement tools, 5S and TQM, did not produce the desired results.