Podcast #325 – Andrea Hardaway, Making Metrics Matter


Joining me for Episode #325 of the podcast is Andrea Hardaway, an operational leader and the executive director of the Association for Vocal Disorders.

Andrea and I first crossed paths through LinkedIn, seeing what she shares there and vice versa. We also had a chance to visit a hospital together in Florida last year to learn about their Lean improvement work. We have enough professional interests in common, I thought it made sense to record a conversation and share it here with the listeners.

Andrea has worked in manufacturing, healthcare, and other parts of the service sector and has seen common themes across industries. This includes the opportunity to better use metrics in a way that resonates with staff and is connected to improvement work, something I'm also very interested in.

So, we talk about that and more in this episode.

Streaming Player:

podcast subscribe

For a link to this episode, refer people to www.leanblog.org/325.

For earlier episodes of my podcast, visit the main Podcast page, which includes information on how to subscribe via RSS, through Android appsor via Apple Podcasts.  You can also subscribe and listen via Stitcher or Spotify.

New! Subscribe and listen with Spotify:

Topics and notes for this episode:

  • Can you share a bit of your background as it relates to metrics in the workplace?
  • What are some basic best practices for metrics?
    • Can data lead to better decisions (and not just based on one data point)
    • What is actually happening? What's the story?
  • Common themes:
    • Quality, Finance, Schedule, Morale, Satisfaction
    • Are there differences in services? If so, what?
  • What are indicators that a metric is actually resonating with a team or department?
    • How do metrics connect to me?
    • A “visceral response” to fluctuations? Are there “random reactions?”
  • How are empathy and efforts to build trust taken into account?
    • Why does Andrea go into a situation assuming she is not trusted?
  • What makes a really good goal?
  • How can you get the teams to challenge themselves?
  • What can you do if you feel a metric is not resonating?
  • Her book recommendation: How to Measure Anything 

What do you think? Please scroll down (or click) to post a comment. Or please share the post with your thoughts on LinkedIn – and follow me or connect with me there.

Did you like this post? Make sure you don't miss a post or podcast — Subscribe to get notified about posts via email daily or weekly.

Check out my latest book, The Mistakes That Make Us: Cultivating a Culture of Learning and Innovation:

Get New Posts Sent To You

Select list(s):
Previous articleOperational Excellence Mixtape: November 23, 2018
Next articleListen to (Some of) “Practicing Lean” as a Podcast
Mark Graban
Mark Graban is an internationally-recognized consultant, author, and professional speaker, and podcaster with experience in healthcare, manufacturing, and startups. Mark's new book is The Mistakes That Make Us: Cultivating a Culture of Learning and Innovation. He is also the author of Measures of Success: React Less, Lead Better, Improve More, the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, and the anthology Practicing Lean. Mark is also a Senior Advisor to the technology company KaiNexus.


Please enter your comment!
Please enter your name here

This site uses Akismet to reduce spam. Learn how your comment data is processed.