Don’t Lie to Your Customer About Scores or Seats (or Anything) Mark Graban Jun 30, 2021 0 Blog Back in 2014, I wrote a blog post about being annoyed by companies pressuring you to give good customer service!-->…
When “Required” Doesn’t Actually Mean Required When it Comes to… Mark Graban Jun 16, 2020 12 Blog tl;dr: Airlines, including American and Delta say that masks are "required" on board, but enforcement of this!-->!-->!-->…
Operational Excellence Mixtape: June 5, 2020 Ryan McCormack Jun 5, 2020 0 Mixtape Thanks as always to Ryan McCormick for this... Healthcare - Creating Value for Patients Electronic!-->!-->!-->!-->!-->!-->!-->!-->!-->…
Standard Work for Being as Safe as Possible When Staying at a Hotel Mark Graban May 18, 2020 5 Blog Here is the second post in a series about how to be safe when traveling (if you have to now or when things start!-->…
In the Relentless Pursuit of the Perfect Pint of Guinness Mark Graban Nov 13, 2019 3 Blog I'm writing this on Tuesday morning in Dublin, Ireland, where I have been since Sunday morning. It's my first!-->…
So Who Else Forgot to Pack Socks? Mark Graban Feb 6, 2019 4 Blog Last week, I had the chance to teach and facilitate a Lean education session for a group of health system!-->…
Could Lean Thinking Have Prevented the Recent Disney Tragedy? Paul Critchley Jul 6, 2016 0 Blog For many families, making a trip to Walt Disney World is the quintessential family vacation. My wife and I started!-->…
The Need for Standardized Work When Ordering Whiskey Mark Graban Jun 3, 2016 2 Blog Ah, whiskey. I like whiskey. I’m not afraid to say that. I’ve blogged about whiskey (or whisky) once before: Why…
These Two Things Are Designed Badly, But Nobody Gets Hurt… Mark Graban May 11, 2016 5 Blog Last Thursday, I flew to Ohio after my 93-year-old grandfather was moved from the hospital to hospice. He passed…
Helpful Visuals for an International Flight, a Hospital, or a Dentist Mark Graban Jun 29, 2015 6 Audio My wife and I are getting ready to leave tomorrow night for a two week vacation, so it jogged my memory about this…
A Hotel, Time Quotas, Systemic Problems, and Employees Not Having the Right Tools Mark Graban Dec 9, 2014 7 Blog I travel a lot and, thanks to my work, I'm pretty well attuned to the idea of not blaming individuals for systemic…
A Warning Sign Means It’s Badly Designed Mark Graban Jan 30, 2014 5 Blog If you have to add a warning or instruction label to something that should be obvious in its use, then the item is…
LinkedIn Post: American Airlines Cannot or Will Not Serve Their Customers? Mark Graban Dec 7, 2013 1 Blog I wrote a post for the LinkedIn Influencers series: American Airlines Should Own Their Situation, Not Just Blame…
Like Lean: Hotels Involve Customers ala “Lean Design” Mark Graban Dec 3, 2013 2 Blog A few weeks back, USA Today published an article that made me think of some of the approaches being used by…
Learning Not to Blame: “Jerk Bartender” Mark Graban Nov 21, 2013 6 Blog In the Lean methodology, building upon the teachings of Dr. W. Edwards Deming, we work hard to shift away from…
If a Toilet Requires Instructions, It’s Probably Badly Designed Mark Graban Nov 12, 2013 12 Blog One of the more trivial things I saw on my recent vacation to Scotland and England was a badly designed toilet on a…
Iterating or Improving vs. Doing It Right the First Time Mark Graban May 28, 2013 1 Blog I've added to a new post to my LinkedIn Influencers series: "The Ability to Iterate is Not an Excuse to Do It!-->!-->!-->…
Can SPC Show if American Airlines Pilots are Staging a “Sick Out”? Mark Graban Sep 24, 2012 18 Blog As a frequent flyer on American Airlines and a former DFW-area resident, I pay a lot of attention to the troubled…