Here's the latest installment of “Key Tweets,” a (usually) weekly post that summarizes some of my tweets (or retweets) from the week, including pictures and other interesting stuff.
You can follow me @MarkGraban and join the fun and the conversation, but you don't need a Twitter account to view any of this. See the previous installments of Key Tweets.
#QualityQuote #QualityQuoteOfTheWeek #ThursdayThoughts pic.twitter.com/Qwu4bPUUmY
— Juran (@Juran_Institute) July 13, 2017
The manager's only reason for being is to develop others.
— Tom Peters (@tom_peters) August 1, 2017
That false dichotomy is incorrect regardless of how often its repeated. Thanks for calling it out. https://t.co/j0W29B7VR3
— Mark Graban (@MarkGraban) August 1, 2017
"One reason, certainly, is that General Motors has a history of disappointing investors" https://t.co/5VHbDZ8Xu9
— Mark Graban (@MarkGraban) July 31, 2017
Hospital pharmacist interested in #Lean: "our hospital has no processes. it's unsafe, I wouldn't want family member to be in our ICU."
— Mark Graban (@MarkGraban) July 31, 2017
Clever – song titles that evoke #Lean thoughts… Gemba Playlist: https://t.co/K73HUxRM8i
— Mark Graban (@MarkGraban) July 31, 2017
At least the subheadline also mentioned patient outcomes. Safety & quality first. https://t.co/5cJlzo1Dp7
— Mark Graban (@MarkGraban) July 31, 2017
Maybe the problem is thinking of "employee engagement" as a program instead of a way of leading and improving every day. https://t.co/kmAGXrQviu
— Mark Graban (@MarkGraban) July 31, 2017
So USA Today thinks people still wear 3-piece suits to office jobs?? pic.twitter.com/3k7OXENgwk
— Mark Graban (@MarkGraban) July 31, 2017
Studer Group What's Right in Healthcare
I had the chance to attend their 15th annual “What's Right in Healthcare” event and conference, giving a talk on Thursday about continuous improvement. Here are some of my tweets from Chicago:
Very happy to be here at #WRIHC2017!! https://t.co/GWHww2PJQz
— Mark Graban (@MarkGraban) August 1, 2017
Next up at #WRIHC2017: Craig Deao, author of The E-Factor: How Engaged Patients, Clinicians… https://t.co/LFaUryxmOq via @amazon
— Mark Graban (@MarkGraban) August 1, 2017
Deao: Nursing is the most respected profession, but also the least engaged, amongst professionals. We need to do better. #WRIHC2017
— Mark Graban (@MarkGraban) August 1, 2017
Some burnout comes from “We’ve processed improved them” – yeah, we shouldn’t be doing that TO people. Work WITH them. #WRIHC2017 #Lean
— Mark Graban (@MarkGraban) August 1, 2017
Deao: "If you’re accountable for 4000 things, you’re not getting anything done." #WRIHC2017 Sounds like #Lean "strategy deployment" too
— Mark Graban (@MarkGraban) August 1, 2017
Deao: "Accountability without training = cruelty" #WRIHC2017 Reminds me of Dr. #Deming asking "by what method?" Need more than goals.
— Mark Graban (@MarkGraban) August 1, 2017
Deao: "The difference between excellence and mediocrity is often a matter of consistency" in leader behaviors & practices #WRIHC2017
— Mark Graban (@MarkGraban) August 1, 2017
Craig Deao #WRIHC2017 – organizations don't change, people change pic.twitter.com/b15bkt96xy
— Mark Graban (@MarkGraban) August 1, 2017
“You can be both right and unsuccessful.” – Jim O’Loughlin, quoted by Craig Deao #WRIHC2017
— Mark Graban (@MarkGraban) August 1, 2017
I'd add that "wait and see" isn't a great strategy for uncertain times. #WRIHC2017 pic.twitter.com/6XdXKi7GwG
— Mark Graban (@MarkGraban) August 1, 2017
Deao: “Small is beautiful if you’re trying to change.” I'd add small changes are a great strategy to get started with big change #WRIHC2017
— Mark Graban (@MarkGraban) August 1, 2017
We need improvement AND innovation. Improve today and invent the future. #WRIHC2017 pic.twitter.com/aGIrGlydG1
— Mark Graban (@MarkGraban) August 1, 2017
"Nobody fights their own ideas."
– @cdeao #engagement @studergroup #wrihc2017 pic.twitter.com/COkfAENBNi
— Thomas Dahlborg (@tdahlborg) August 1, 2017
Deao: "There's tens of millions of cost each year in turnover for some big health systems… focus on reducing that." #WRIHC2017 #Lean
— Mark Graban (@MarkGraban) August 1, 2017
Deao: "You can’t change anyone – to be sustainable, change is always intrinsically motivated." #WRIHC2017 #Lean
— Mark Graban (@MarkGraban) August 1, 2017
Your job as an engaging leader is to help people find ideas not direct or dictate to them. #WRIHC2017
— Mike Heenan (@M_Heenan) August 1, 2017
Col. Michael Place says: if we are not rounding with (talking with) our patients we are denying ourselves the gift of feedback. #WRIHC2017
— Louise Palmer (@louisepalmer0) August 1, 2017
This – #WRIHC2017 #lean #patientsafety pic.twitter.com/hvKlnje6lt
— Mark Graban (@MarkGraban) August 1, 2017
#Deming – #WRIHC2017 pic.twitter.com/Vi98gKYTew
— Mark Graban (@MarkGraban) August 1, 2017
Human error can be expected due to complexity but avoided due to standardized process performance -Dave Marshall #WRIHC2017 #reliability
— Frank Farkash (@Frankfarkash) August 1, 2017
Example of the "normalization of deviance." #HRO #WRIHC2017 pic.twitter.com/8zoHzQYWtA
— Mark Graban (@MarkGraban) August 1, 2017
TJC: 80% of errors caused by miscommunication in transition. Not just fluffy stuff- pt. engagement & Team Communication matter #WRIHC2017
— Jason Phibbs (@jtphibbs) August 1, 2017
Bob Murphy: "Make it easy [for patients] to complain." Otherwise, they might just leave and never come back. #WRIHC2017
— Mark Graban (@MarkGraban) August 1, 2017
Too many healthcare organizations have 1000 unaligned projects. I see too much of that too. #WRIHC2017 pic.twitter.com/QnH8WCVB3f
— Mark Graban (@MarkGraban) August 2, 2017
Always great to see run charts. #WRIHC2017 pic.twitter.com/U1LMNNbUrK
— Mark Graban (@MarkGraban) August 2, 2017
Column charts are harder to read than run charts. This seems to be fluctuating, not decreasing though. pic.twitter.com/nBOSqbQJs7
— Mark Graban (@MarkGraban) August 2, 2017
“If I lead with humility and treat every individual with respect,” am I more likely to improve performance? #WRIHC2017 #Lean @ShingoPrize
— Mark Graban (@MarkGraban) August 2, 2017
DePriest: We work to "create constancy of purpose” – a #Deming expression. #WRIHC2017
— Mark Graban (@MarkGraban) August 2, 2017
Top quote reminds me of "motivational interviewing." When Change talk exceeds Sustain talk, you can make progress. pic.twitter.com/tbmBF3D2ke
— Mark Graban (@MarkGraban) August 2, 2017
Amy's system went from 19th %tile in employee engagement to 86th in one year. Sustained 3 years. #WRIHC2017 pic.twitter.com/iBLsFbkbW0
— Mark Graban (@MarkGraban) August 2, 2017
Knowledge, fact, having the "right" answer is rarely ever enough for personal or organizational change. #WRIHC2017 pic.twitter.com/7LOfeeiKbb
— Mark Graban (@MarkGraban) August 2, 2017
Dr. Don Berwick advocated for "#Kaizen" in healthcare in 1989, New England Journal of Medicine #WRIHC2017 pic.twitter.com/w7KMtPx0pH
— Mark Graban (@MarkGraban) August 3, 2017
Nurses from @StFrancisHealth explain their culture of continuous improvement so well – #WRIHC2017 pic.twitter.com/gHR5bEx2m2
— Mark Graban (@MarkGraban) August 3, 2017
An effective culture of improvement shifts from suggestion boxes to more transparent, visual methods that engage people – WRIHC2017 pic.twitter.com/9jAzvysAMP
— Mark Graban (@MarkGraban) August 3, 2017
A leader's investment in developing her team's problem solving skills pays off, allowing her to be more strategic – #WRIHC2017 pic.twitter.com/ZdPGF49mfL
— Mark Graban (@MarkGraban) August 3, 2017
Engaging people in meaningful change makes all the difference @MarkGraban #WRIHC2017 pic.twitter.com/Mwkglt6xWQ
— Louise Palmer (@louisepalmer0) August 3, 2017
We're kicking off the last day of #WRIHC2017 with a strategic session about leadership competencies. @cdeao @MarkGraban @InnosightTeam pic.twitter.com/sCrIWGCSaL
— Studer Group (@studergroup) August 3, 2017
Closing out #WRIHC2017 is @isaaclidsky pic.twitter.com/120j9NtyxH
— Mark Graban (@MarkGraban) August 3, 2017
"Fear replaces the unknown with the awful." @isaaclidsky #WRIHC2017 pic.twitter.com/zWTqKM9XuU
— Mark Graban (@MarkGraban) August 3, 2017
"I was believing the fictions of my fears." @isaaclidsky #WRIHC2017
— Mark Graban (@MarkGraban) August 3, 2017
"You will not get from A to Z if you don't get first from A to B." @isaaclidsky #WRHIC2017
— Mark Graban (@MarkGraban) August 3, 2017
Other Topics:
From the @KaiNexus blog: Why Process Control Charts are a Roadmap to Improvement https://t.co/jv2PQB54bN
— Mark Graban (@MarkGraban) August 2, 2017
$2200 raised so far for @batzpatientsafe: Practicing #Lean – A Book About Our Lean Journeys – Mark Graban https://t.co/APtsp1WWve pic.twitter.com/qIzmE8fvYe
— Mark Graban (@MarkGraban) August 2, 2017
10 key challenges from Peter Senge's 'The Dance of Change" book https://t.co/eCfM5oABfP pic.twitter.com/H7UnLSqU71
— Mark Graban (@MarkGraban) August 2, 2017
The Best Path to Long-Term Change Is Slow, Simple and Boring – #Kaizen https://t.co/Gfp0k2hH2g pic.twitter.com/M0VAuM0DwC
— Mark Graban (@MarkGraban) August 2, 2017
Cathy Stirling supervisor says "we huddle every day, we resisted at first, now we can't imagine not having it" pic.twitter.com/grVIpHgCSf
— Nate Hurle (@NateHurle) August 3, 2017
In the practice of #Lean, leaders should help connect measures to mission, connect processes to purpose.
— Mark Graban (@MarkGraban) August 3, 2017
Potential clients aren't usually this blunt: "The #Lean training is on hold for now due to the political issues surrounding healthcare"
— Mark Graban (@MarkGraban) August 3, 2017
Very helpful that @AmericanAir added this visual. Customers always had to ask each other what groups are boarding. pic.twitter.com/wdOHfNG6M3
— Mark Graban (@MarkGraban) August 3, 2017
Mark Graban
Mark Graban is an internationally-recognized consultant, author, and professional speaker who has worked in healthcare, manufacturing, and startups. His latest book is Measures of Success: React Less, Lead Better, Improve More. He is author of the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, as well as The Executive Guide to Healthcare Kaizen. He also published the anthology Practicing Lean that benefits the Louise H. Batz Patient Safety Foundation, where Mark is a board member. Mark is also a Senior Advisor to the technology company KaiNexus.