Tag: Customer Focus

Transparency in Healthcare: Patients *Can* Handle the Truth

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Mark's Note: Here is another guest post from Drew Locher. I'm hoping that he'll contribute occasionally to the blog as a guest author. My...

What Virginia Mason’s CEO Dr. Gary Kaplan Warns Against With Lean

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Dr. Gary Kaplan is the CEO of Seattle's Virginia Mason Medical Center, considered one of the world leaders in the adoption of Lean healthcare...

Weekend Fun: Toast Kaizen or Coffee Kaizen?

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I like to do some fun and lighthearted posts on the weekends... a blog segment I call "Weekend Fun" (not so creative, I realize). An...

Lean: The Toyota Production System is Mainly About the Philosophy

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There's a triangle diagram on the TSSC webpage that describes an "integrated system" that consists of: technical methods, managerial methods, philosophy. All of this is "focused on people development," Jamie told me for the book. The model starts with people and human development in the middle, as "people are the most valuable resource," says Bonini.

Take Care of Employees, They Can Take Care of Customers

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As my breakfast platter was being rung up, I saw this sign behind the register (and came back to discretely take a picture)... click for a larger view.

How this Kaizen Prevents New Moms From Feeling Like They’re Being...

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I wanted to share a recent Kaizen improvement story that I heard from a hospital. Great things can happen when we: Listen to our patients Take action...

How to Create a Dysfunctional Culture Where Employees & Customers Are...

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On this blog, I write a lot about how to create a "Lean" culture where employees and customers are happy. Engaged employees lead to...

Did GM Forget that the Customer Should Come First? And Who...

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I wrote an article for LinkedIn yesterday about the recent GM ignition problem controversy and recall. I commented mainly on the video put out...

Guest Post: Book Chapter on VIBCO and “Captain Karl”

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Mark's note: Today's guest post is an excerpt from the book Remarkable by Toby LaVigne. Toby's bio can be found at the bottom of this...

Like Lean: Hotels Involve Customers ala “Lean Design”

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A few weeks back, USA Today published an article that made me think of some of the approaches being used by hospitals under the...

Gemba Wine: Variation in Wine Seals and Variation in Customer Needs

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My wife and I just got back from four days in Napa and Sonoma counties doing, ahem, "gemba walks" at a number of wineries,...

“The Executive Guide to Healthcare Kaizen” Coming Soon – Preview a...

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Joe Swartz and I are building upon our well-received (and Shingo Research Award winning) book  Healthcare Kaizen  with a new special edition aimed at...