Capable, competent and committed

Capable, competent and committed

As more healthcare organizations adopt Lean as a means of managing and improving the care they provide to their community, I frequently work with a Lean executive champion or Lean director struggling with hiring and retaining capable, competent and committed staff. It...
Who is my Customer?

Who is my Customer?

One of the principles of Lean Healthcare is that value is defined by the customer.  Strange as it may seem, we are not always clear who the customer is, let alone what they value.  Not too long ago we even had a great deal of discomfort using the term “customer” at...
Can You “C” Me Now?

Can You “C” Me Now?

As Lean Healthcare professionals we are all aware that value is defined by the customer.  Often it is not until we can truly see our work through the eyes of the patient that we understand what is value-add and what is waste in our work.  The subject and author of the...