Author Archive: Mark Graban

Mark Graban's passion is creating a better, safer, more cost effective healthcare system for patients and better workplaces for all. Mark is a consultant, author, and speaker in the "Lean healthcare" methodology. He is author of the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, as well as The Executive Guide to Healthcare Kaizen. His most recent project is an eBook titled Practicing Lean that benefits the Louise H. Batz Patient Safety Foundation, where Mark is a board member. Mark is also the VP of Improvement & Innovation Services for the technology company KaiNexus.

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Why Would a New Healthcare CEO Kill a Lean Program?

Why Would a New Healthcare CEO Kill a Lean Program?

Back in September 2015, I wrote a post (“Learning to be Lean” – An Inside Look at a Rapid Improvement Event“) that linked to a Modern Healthcare article about a Rapid Improvement Event at Presence Health in Illinois. The piece was written by journalist Sabriya Rice, who had been allowed to participate in the event. The […]

Key Tweets from @MarkGraban – Week of April 25, 2016: Patients Aren’t Cars, Cats on Computers

Key Tweets from @MarkGraban – Week of April 25, 2016: Patients Aren’t Cars, Cats on Computers

Here’s the latest installment of “Key Tweets,” a weekly post that summarizes some of my tweets (or retweets) from the week, including pictures and other fun stuff. Follow [email protected] join the fun and the conversation. See the previous installments of Key Tweets here. If you’re reading this via email or RSS, you might get a better […]

My Internet Problems Continue… Bad Customer Service Continues

My Internet Problems Continue… Bad Customer Service Continues

Hi – No blog post with actual, typical Lean content today… as you might have read earlier in the week, my experience as a new Frontier FIOS internet customer was a complete disaster. I’m on Day 10 without working home office internet, which is both frustrating AND very time consuming. read more

A Radical Idea in Healthcare: Refunds for Dissatisfied Customers

A Radical Idea in Healthcare: Refunds for Dissatisfied Customers

I love stories of humility and customer focus in healthcare. Let me share two such stories with you today. Oh, and, I ended up sharing a story of mine that’s related and might just recount a few screw ups on my part… but I think I eventually did the right thing. Failing (?) the NorthBay […]

#FrontierFail & Frontier Lies… Why Competence is Required Before Lean

#FrontierFail & Frontier Lies… Why Competence is Required Before Lean

I think I’m done complaining about Frontier Communications on Twitter. It’s been a very frustrating week, as I’m on day 6 of a complete internet outage. You can read my long rant about it here on LinkedIn: How Frontier Communications Uses Twitter as Just One More Way to Chase a Customer Away read more

Key Tweets from @MarkGraban – Week of April 18, 2016: Frontier #FAIL, Plank Meetings, A Lean Learner on NPR

Key Tweets from @MarkGraban – Week of April 18, 2016: Frontier #FAIL, Plank Meetings, A Lean Learner on NPR

Here’s the latest installment of “Key Tweets,” a weekly post that summarizes some of my tweets (or retweets) from the week, including pictures and other fun stuff. Follow [email protected] join the fun and the conversation. See the previous installments of Key Tweets here. If you’re reading this via email or RSS, you might get a better […]

Gemba Academy Visits Franciscan St. Francis Health to Learn #Lean & #Kaizen

Gemba Academy Visits Franciscan St. Francis Health to Learn #Lean & #Kaizen

Our friends at Gemba Academy produce some really nice online Lean education materials. It’s a subscription service, but you can see some free videos on YouTube. As part of their “Gemba Live” series, host Ron Pereira visited Franciscan St. Francis Health in Indianapolis. That’s the hospital, of course, of my Healthcare Kaizen co-author Joe Swartz. read more

Updates: NICU Innovation, Labs, MLB Netting, VA Waiting (and Cheating)

Updates: NICU Innovation, Labs, MLB Netting, VA Waiting (and Cheating)

I recently saw some updates and new details related to some topics I’ve covered here on the blog, so I’m combining them into this batch update. In this post, we cover everything from a hospital NICU, to baseball, to healthcare waiting times and a scandal there that won’t die. The Innovative Franciscan NICU Mattress Cover […]

Coming in August… A New Event in Wisconsin: “Skillsfest”

Coming in August… A New Event in Wisconsin: “Skillsfest”

My friend, fellow Lean practitioner, and fellow MIT LFM/LGO program graduate Jason Schulist is organizing a new event that I wanted to share with you. Skillsfest is being held in Appleton, Wisconsin, which is a great town to visit in the summer. Here’s what Jason shared via email (and allowed me to share here): read more

Podcast #248 – Drew Locher, Lean Office to Lean Enterprise

Podcast #248 – Drew Locher, Lean Office to Lean Enterprise

Joining me for episode #248 of the podcast is Drew Locher, an author, consultant, speaker, and, also like me, a faculty member for the Lean Enterprise Institute and the ThedaCare Center for Healthcare Value. You can read his bio via his consulting website, Change Management Associates. Drew’s books include Value Stream Mapping for Lean Development: A How-To Guide for […]

Key Tweets from @MarkGraban – Week of April 11, 2016: Don Berwick, Darius Rucker, & More

Key Tweets from @MarkGraban – Week of April 11, 2016: Don Berwick, Darius Rucker, & More

Here’s the latest installment of “Key Tweets,” a weekly post that summarizes some of my tweets (or retweets) from the week, including pictures and other fun stuff. Follow [email protected] join the fun and the conversation. See the previous installments of Key Tweets here. If you’re reading this via email or RSS, you might get a better […]

#TBT: Looking Back at Taiichi Ohno’s Book: Lean, Layoffs, Henry Ford, and More

#TBT: Looking Back at Taiichi Ohno’s Book: Lean, Layoffs, Henry Ford, and More

Thanks to my Amazon Kindle app on my iPad, I get to carry much of my book collection with me. Sometimes, while on the road, I end up eating dinner alone with my iPad. Recently, I was in a Japanese restaurant and decided to revisit parts of Taiichi Ohno’s classic book Toyota Production System: Beyond Large-Scale […]

Dr. John Toussaint Responds to the NEJM Piece: What Lean Really Is

Dr. John Toussaint Responds to the NEJM Piece: What Lean Really Is

Regular readers will remember my post about the New England Journal of Medicine piece on Lean by Pamela Hartzband, M.D., and Jerome Groopman, M.D. that so badly confused Lean with top-down Taylorism. John Toussaint, M.D., the former CEO of ThedaCare and CEO of the ThedaCare Center for Healthcare Value wrote a long response that was […]

Upcoming Webcasts & Webinars – #Lean Healthcare, KaiNexus, and More

Upcoming Webcasts & Webinars – #Lean Healthcare, KaiNexus, and More

Hey everyone… I’m doing a few different webinars or webcasts in the next few weeks. But first, while I’m promoting stuff, Amazon has a GREAT deal on the pre-order of the 3rd edition of my book Lean Hospitals, which is supposed to be available in June. The cover price is going to be $49.95, but you […]

Key Tweets from @MarkGraban – Week of April 4, 2016: Fishbones, Kaizen, Green Belt Nun

Key Tweets from @MarkGraban – Week of April 4, 2016: Fishbones, Kaizen, Green Belt Nun

Here’s the latest installment of “Key Tweets,” a weekly post that summarizes some of my tweets (or retweets) from the week, including pictures and other fun stuff. Follow [email protected] join the fun and the conversation. See the previous installments of Key Tweets here. Wednesday’s blog post was mostly a collection of tweets about the “Kaizen Live!” […]

#KaizenLive: Asking, Not Telling… Not Just About Solutions, But About Problems

#KaizenLive: Asking, Not Telling… Not Just About Solutions, But About Problems

Wow, we had a great time at Franciscan St. Francis Health this week. We had the “Kaizen Live!” class and workshop Monday through Wednesday. Yesterday, I got to spend the day with Joe Swartz and his “Franciscan Transformation” team from across the system. There are so many great lessons to share from the time there. […]

#TBT: An Old Podcast with Dr. Jack Billi and a Future #Lean Physician Webinar in May

#TBT: An Old Podcast with Dr. Jack Billi and a Future #Lean Physician Webinar in May

For those of you who have been around Lean healthcare for a while, I hope you’ve met or at least heard of Dr. Jack Billi from the University of Michigan. He’s currently the Associate VP of Medical Affairs and he’s been a champion of Lean for a long time. For this Throwback Thursday, I’m going […]

#KaizenLive: Building a Culture of Continuous Improvement Takes Time, Other Reflections

#KaizenLive: Building a Culture of Continuous Improvement Takes Time, Other Reflections

I want to express my gratitude to Joe Swartz and his colleagues at Franciscan St. Francis Health for hosting our “Kaizen Live!” event. Yesterday was the first full day and everybody (24 attendees) will be back this morning to continue the learning and discussion. The Franciscan story and our other Kaizen experiences are documented in […]