Tag: Customer Focus

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...

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

My guest for episode #170 is Stephen Parry, joining us from England. He is a keynote speaker at the upcoming Lean Kanban North America...

Thanks to Patrick Vlaskovits, a guest in my Podcast episode #99, for posting a photo of a Southwest Airlines magazine blurb about Steve Blank,...

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

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

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

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

I really enjoyed having the chance to be in Cincinnati yesterday to participate in a Lean Healthcare workshop put on by TechSolve, a non-profit...

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

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

tl;dr: The blog post criticizes the focus on 100% utilization of resources in businesses like American Airlines and Verizon FIOS, arguing that it leads...