Customer Focus

I wrote an article for LinkedIn yesterday about the recent GM ignition problem controversy and recall. I commented…

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

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

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

Joe Swartz and I are building upon our well-received (and Shingo Research Award winning) book  Healthcare…

I've added to a new post to my LinkedIn Influencers series: "The Ability to Iterate is Not an Excuse to Do It…

MP3 File (run time 32:07) My guest for episode #170 is Stephen Parry  (@LeanVoices on Twitter),…

Thanks to Patrick Vlaskovits, a guest in my Podcast episode #99, for posting a photo of a Southwest Airlines…

I recently "fired" my primary care physician. I'm lucky to not have to go to the doctor very often, but the last…

I saw this article last week in the USA Today while traveling, with the online headline "Products nipped, tucked to…

This might seem like a random topic, but what the heck, it's a Friday. I arrived in Orlando yesterday for the  …

Today's post isn't strictly about Lean, but I was reminded by a reader to mention something really cool that I saw…

I really enjoyed having the chance to be in Cincinnati yesterday to participate in a Lean Healthcare workshop put…

It's sort of cliche' to complain about long lines at the U.S. Post Office , along with generally surly or…

The other day, I had a DirecTV service tech coming to the house to make a repair (their customer service has been…

I have as many bad customer service experiences as the next guy, both in healthcare and other businesses. As I've…

Article Link: "Shorter hospital stays through better coordination" Is Lean a global phenomenon, or what?…

Sunday, I read this New York Times article about Apple's "App Store" for the iPhone and iPod Touch (I've been a…