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…
Mark’s note: Today’s post is by a new guest blogger, Paul Serafino. This initial post will be followed by a series of three posts with strategies that he tees up in this post. By Paul Serafino: The door to the…
The past two weeks have been very busy, to say the least. Thanks to the guest bloggers who contributed posts to help reduce my personal overburden (this particular overburden, of course, being a “First World Problem,” as they say). My…
Today’s Throwback Thursday looks back to an article from April 2010: Should Have Posted a “Caution: Don’t Knock Our House Down” Sign? A house in Denton, Texas (not far from where I now live in the DFW area) was knocked…
Aviation lessons for patient safety anchor this conversation with Steve Montague, a retired Navy fighter pilot and commercial airline pilot who consults with hospitals on high-reliability practices. We get into checklists done well and done badly, why most hospital mistakes…
As Patient Safety Awareness Week continues, thanks to all of you who shared this PBS News Hour story with me via email or Twitter. If you ever see something you think might be of interest, please let me know. On…
This week is the annual Patient Safety Awareness Week. As the National Patient Safety Foundation says, “Every day is patient safety day.” I’ve expressed similar sentiments here on the blog before. I think we need more ongoing efforts to raise…
TL;DR: Trump’s “if I say do it, they’re going to do it” reflects a command and control leadership style that even the military is moving away from. Toyota, Gen. McChrystal, and decades of evidence point to something better. Command and…
Joining me again for Episode #244 is Dan Markovitz. Today’s episode is part 2 of our discussion about his most recent book Building the Fit Organization: Six Core Principles for Making Your Company Stronger, Faster, and More Competitive, a recipient of the Shingo…
I wrote a new piece for LinkedIn that I hope would be of interest to you even if you’re in healthcare. Why? It’s a story about what an organization does when you don’t have enough (or any) direct work for your front-line staff to do. Toyota would continue paying employees and would put them to...
If you follow the auto industry, you might have seen headlines this week about how Toyota is being forced to shut down production in its Japanese factories next week (see one article, via Bloomberg). If you’re a devotee of the Toyota Production…
My blog turned 11 years old last month. Thanks to everyone for reading! I looked back, as a Throwback Thursday, and found a number of really good posts that were published on this date...