Thanks as always to Ryan McCormack for this…
Healthcare – Creating Value for Patients
Customer Experience practices are being more widely adopted in healthcare. Patient satisfaction surveys are no longer enough to put the patient experience at the centre of care.
I was excited in 2018 when Atul Gawande was announced as the CEO of Haven – a joint venture of Amazon, Berkshire Hathaway, and JP Morgan whose mission is to reduce costs of healthcare. Two years later, Atul Gawande announces he is stepping down, with little progress made to date.
Electronic healthcare records are complex, and data structures make it difficult to look at patient process and flow using traditional reporting. Process mining in healthcare can save lives.
Integrated data and technology in healthcare has long been elusive. Microsoft launches Cloud for healthcare.
Operational Excellence
What does ‘going to see' look like in a digital wfh workplace? Toyota is rethinking what it means to ‘go and see for yourself'.
Most organizations are enduring a ‘digital transformation' in some form. Digitization invites new levels of (sometimes) value-added complexity, but many organizations fail to remain vigilant in removing non value added variability while transforming. Simplify your business processes to improve your digital transformation.
Suggestion boxes are outdated management technology and should be placed in the utility shed with your rotary phones and fax machines. Digitization has led to instant feedback, voting, and transparency that were unimaginable during the golden age of suggestion boxes. Suggestion boxes are clunky, slow, and simply don't work. To reduce the time it takes to ‘process' suggestions, use simple kaizen or daily improvement instead of suggestion boxes.
Still thinking about installing a suggestion box? Here's why the suggestion box must die.
Michael Balle offers up a lean thinking playbook for organizations navigating the covid crisis.
Leading & Enabling Excellence
Start with why. We assume it's easiest and fastest to communicate what and how to people, but Good Leadership Is About Communicating the Why.
Staff want autonomy, not oversight. Reduce stress by giving people more control.
Coaching – Developing Self & Others
“We trained everyone, but not everyone is following the new procedure. Let's train them again (the exact same way!)”. I've always been a fan of TWI instruction methods in order to share the ownership of understanding between instructor and student. Here's how to instruct using TWI so that you know that they know.
Books, Podcasts, Videos
Check out this LEI podcast with Dan Heath, author of Switch and the new book Upstream. I'm currently reading Upstream.
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