The goal of a commitment to safety is to establish a more open work environment built on shared understanding and clear expectations - one in which hierarchies are leveled so that staff can speak up regarding concerns, collectively learn from errors and respectfully work together to create a safer environment by eliminating preventable harm. How can you shift the paradigm of an event management system seen as somewhat punitive to one that establishes a more open work environment? How do you build clear expectations of accountability, encourage self-reporting and focus on the process rather than personnel? How do you improve your current event management system and engage your staff? This presentation will address how value stream mapping and the voice of the customer can be used to identify and prioritize areas for improvement in an event management system.