Lean Blog Interviews - Healthcare, Manufacturing, Business, and Leadership

My guest for Episode #498 of the Lean Blog Interviews Podcast is Jeffrey K. Liker. Jeff is Professor Emeritus from the University of Michigan, President of Liker Lean Advisors, and author of the great books in the Toyota Way series.

Episode page with video, transcript, and more

He was previously a guest here in Episodes 3, 4, 37, 39, 41, 111, and 400.

Today, we have a discussion centered around learning from mistakes in the context of Toyota and lean methodologies. The episode delves into the significance of recognizing, reacting to, and learning from mistakes within organizations that employ Toyota Production System (TPS) or lean strategies. Jeff shares his insights on how Toyota's culture of continuous improvement and learning from errors fundamentally drives its success. The conversation touches on Toyota's approach to leadership and problem-solving, emphasizing the structured response to mistakes at different levels of the organization, from the factory floor to top management.

The episode further explores the Toyota leadership model, illustrating how leaders at various levels are expected to react when mistakes occur. Liker explains the role of the andon cord system in facilitating immediate problem identification and resolution, showcasing Toyota's commitment to quality and efficiency. He elaborates on the multi-layered leadership response to errors, detailing the responsibilities of team leaders, group leaders, and higher management in fostering a culture of learning and improvement. The discussion underscores the importance of a systemic approach to problem-solving, where the focus is on understanding and addressing the root causes of mistakes rather than attributing blame to individuals. This episode offers valuable insights into the principles of lean leadership and the critical role of acknowledging and learning from mistakes in achieving organizational excellence and innovation.

• How you'd expect Toyota leaders to react to a mistake on the factory floor?
• Less likely to blame an individual?
• Root cause vs. controllable cause?
• That can be a tough lesson to teach other companies?
• Hardest habit to break is the blame habit?
• Mistakes people make in trying to help change behavior
• What's necessary, in another company's workplace culture, for people to feel safe pulling the andon cord or speaking up?
• Article about the Ford plant and andon cords in 2007
• Jeff insights on that Dearborn plant
• The mention of psychological safety in “Toyota Culture”?
• What do you think of the phrase “psychological safety”? Or just the concept of it?
• Fujio Cho – biggest surprise was that TMMK workers were afraid to pull the andon cord
• New book: Engaging the Team at Zingerman's Mail Order

The podcast is brought to you by Stiles Associates, the premier executive search firm specializing in the placement of Lean Transformation executives. With a track record of success spanning over 30 years, it's been the trusted partner for the manufacturing, private equity, and healthcare sectors. Learn more.

This episode is also brought to you by “The Optimistic Outlook,” hosted by Barbara Humpton, CEO of Siemens USA. This podcast is a hub for those passionate about transformative concepts that shape both our workplaces and our world. Find it in your favorite podcast app.

This podcast is part of the #LeanCommunicators network.

In my latest Video Podcast (here as audio podcast #103), my guest is Matthew E. May, returning to talk about his latest book, a business fable called The Shibumi Strategy: A Powerful Way to Create Meaningful Change. I’ve been reading the book and have found it be a thought-provoking about your own personal effectiveness in a complex world. You can read more about the book at Matt’s website: www.ShibumiStrategy.com. Some of the topics we discuss include: ▪ What is “Shibumi” and where does the term come from? ▪ What’s the context for lean practitioners or students of Lean and TPS? ▪ Did you reach a point of Shibumi while writing this book or in your other work? ▪ Any particular reason you chose a car dealership as the job and the setting? Is it because it’s stereotypically a very numbers-driven “get it done” setting? To point others to this, use the simple URL: www.leanblog.org/103. You can also watch video of our discussion at www.leanblog.org/v12 . For earlier episodes, visit the main Podcast page at www.leanpodcast.org, which includes information on how to subscribe via RSS or via Apple iTunes. If you have feedback on the podcast, or any questions for me or my guests, you can email me at [email protected] or you can call and leave a voicemail by calling the "Lean Line" at (817) 776-LEAN (817-776-5326) or contact me via Skype id "mgraban". Please give your location and your first name. Any comments (email or voicemail) might be used in follow ups to the podcast.

My guest for Episode #509 of the Lean Blog Interviews Podcast is Ankit Patel, the founder of My Business Care Team, a BPO company providing services for optometrists, and co-founder with his wife Classic Vision Care, an optometry group in Atlanta.

Episode page with transcript and more

With a strong background in Lean methodology, Ankit has worked as a Lean consultant at Dell and the Cleveland Clinic, driving process improvements and coaching executives.

He holds a Master's degree in Positive Organizational Development and a Bachelor's in Industrial Engineering.

Recognizing talent acquisition challenges, Ankit partnered with a Filipino team to source skilled, cost-effective staff for various business functions. He now leverages AI for hiring and automation to optimize his optometry practice and BPO services, applying Lean principles to drive efficiency and growth.

In this episode, Ankit shares insights from his journey, starting as a lean consultant at Dell and the Cleveland Clinic, and transitioning into optometry, where he focuses on building patient relationships and enhancing processes through lean principles and AI technology.

Mark and Ankit discuss the challenges and opportunities of integrating AI in business processes, the importance of positive organizational development, and how appreciative inquiry can drive team alignment and engagement. Ankit also highlights the role of the Entrepreneurial Operating System (EOS) in managing small businesses and improving training and development with AI tools, offering valuable lessons for anyone interested in continuous improvement and innovative approaches in healthcare and beyond.

• What is positive organizational development, and how did you come to study it?
• How did your experience at Cleveland Clinic influence your involvement in your current business?
• How do you balance focusing on optometry with the potential to expand into other medical practices?
• How do you prioritize where to use AI in your processes without falling into the trap of using it because it's trendy?
• Can you share an example of improving a process before thinking about automating it with AI?
• How rapidly is AI technology advancing, and how does that impact your ability to adjust its use in your business?
• How do you see AI tools facilitating faster PDCA or PDSA cycles in continuous improvement practices?
• What led you to the positive psychology approach, and how does it differ from traditional organizational development?
• How do you apply appreciative inquiry in your work, and what impact does it have on team alignment and engagement?
• Can you discuss the origin and growth of your new business involving AI and BPO for optometry?
• What role does EOS (Entrepreneurial Operating System) play in managing your business?
• How do you evaluate the effectiveness of training and development using AI tools?
• How do you communicate your practice's focus on building patient relationships in your marketing and branding?

The podcast is brought to you by Stiles Associates, the premier executive search firm specializing in the placement of Lean Transformation executives. With a track record of success spanning over 30 years, it's been the trusted partner for the manufacturing, private equity, and healthcare sectors. Learn more.

This podcast is part of the #LeanCommunicators network.

Episode page: https://www.leanblog.org/444

My guest for Episode #444 of the Lean Blog Interviews Podcast is Michele Smith. She is CEO and an Executive Coach with her firm Better Possibilities, LLC.

Michele is the former director for the Sutter Improvement System at Sutter Health. She is a Catalysis faculty member and she is is leading a workshop June 7th at the Lean Healthcare Transformation Summit called Winning the People Side of Transformation in Salt Lake City. The Summit is being held June 6 to 9 (with the main days being the 8th and 9th). I hope to see you at the Summit.

Michele is a dedicated Executive/Leadership Coach with extensive experience coaching individuals across all levels of the organization. She has broad experience as a designated leader and change management consultant, with expertise in team building, leadership development, and facilitation/coaching of leadership to arrive at an organizational strategy with aligned goals, solutions, and ultimately culture change.

Today, we discuss topics and questions including:

• Tell us a bit about Lean at Sutter — the Sutter Improvement System
• A management system?
• A roadmap vs. GPS?
• Wanting an “organization of problem solvers” – how do we define problem solving?
• How to help shift from fire fighting and workarounds to problem solving to root?
• Short-term countermeasures vs long-term countermeasures
• Management behaviors that lead to the continuous improvement culture?
• “Leaders to let go of control”
• Helping leaders through this via change management methods?
• Motivations to change?
• What is ADKAR? Awareness, Desire, Knowledge, Ability, Reinforcement
• Ah-has — Change management vs. “just change”
• Shoehorning change (communication to the masses) in at the end of an improvement event?
• Bringing the broader team along — keeping them informed, getting their input before and during the event, not just after?
• Leaders going through their ADKAR process and then how do you help others go through it???
• The important of joy / happiness in accepting change??
• Secret sauce – “The Happiness Advantage”

Show notes and links: https://leanblog.org/431

My guests for Episode #431 of the Lean Blog Interviews Podcast is Sonia Singh, a certified Lean Six Sigma Master Black Belt, executive coach, and professor with 19 years of experience in healthcare operations, management consulting, leadership development, and culture transformation.

She's worked with dozens of companies in improving their performance, resulting in a collective financial impact of $30M. She's trained and coached over 2000 emerging and experienced leaders.

Sonia is the founder of Sonia Singh International, and one of her offerings is the Influential Leadership Academy, where she helps leaders build emotional intelligence and master their influence.

She was previously an employee at some healthcare systems and Cardinal Health.

Sonia holds a degree in Psychology from Northern Illinois University, a Master's degree in Health Administration from Tulane University, and completed her professional coaching training at the University of California, Davis.

Today, we discuss topics and questions including:

• How did you first get introduced to Lean or continuous improvement concepts?
• What were some of your best experiences working in healthcare improvement?
• What was a “school of hard knocks” lesson you gained working in healthcare?
• How did you decide to start working independently?
• Why go through professional coaching school and how did that change how you coach?
• It's hard to just ask questions
• To you, what are the differences between the words “coach” vs “consultant?”
• What has it been like shifting from lean coach to leadership coach?
• Getting to root causes of behaviors or reactions?
• How to help people shift from telling to asking questions?
• Influential Leadership Academy – who is this targeted to?

“It's a strength when you can share your power.”

The podcast is sponsored by Stiles Associates, now in their 30th year of business. They are the go-to Lean recruiting firm serving the manufacturing, private equity, and healthcare industries. Learn more.

This podcast is part of the #LeanCommunicators network.