Tag: Customer Focus

I had a chance to visit one of their community hospitals, Hillcrest Hospital, as well as the main campus. It was a very stimulating visit and it was great to see the progress they were making in building a “culture of improvement.”

I love stories of humility and customer focus in healthcare. Let me share two such stories with you today. Oh, and, I ended up...

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...

Mark's note: When I first started in healthcare, I worked for a team called ValuMetrix Services, a part of Johnson & Johnson that did...

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...

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...

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...

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.

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.

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...

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

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