Comments for Lean Blog http://www.leanblog.org Mark Graban's leanblog.org - Lean Healthcare, Lean Thinking, Lean Manufacturing, Toyota Production System Sun, 27 May 2012 20:37:06 +0000 hourly 1 http://wordpress.org/?v= Subscribe with My Yahoo!Subscribe with NewsGatorSubscribe with My AOLSubscribe with BloglinesSubscribe with NetvibesSubscribe with GoogleSubscribe with PageflakesPlease visit the site at www.leanblog.org to add your own comments! Comment on “Lean Effort Pays Big” in a Colorado Springs Hospital by Management Improvement Blog Carnival #167 » Curious Cat Management Improvement Blog http://feedproxy.google.com/~r/leanblog/Comments/~3/GmB0U9572AU/ Management Improvement Blog Carnival #167 » Curious Cat Management Improvement Blog Sun, 27 May 2012 20:37:06 +0000 http://www.leanblog.org/?p=17284#comment-32015 [...] Lean Effort Pays Big in a Colorado Springs Hospital by Mark Graban – “Instead of assuming we know the problem, going to the Gemba (where the work is actually done) to observe the process and talk to customers (internal customers or patients) can be very powerful and eye opening.” [...] [...] Lean Effort Pays Big in a Colorado Springs Hospital by Mark Graban – “Instead of assuming we know the problem, going to the Gemba (where the work is actually done) to observe the process and talk to customers (internal customers or patients) can be very powerful and eye opening.” [...]

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]]> http://www.leanblog.org/2012/05/lean-effort-pays-big-in-a-colorado-springs-hospital/#comment-32015 Comment on Goodbye Dr. House, Hello “Respect for People” by Sheila http://feedproxy.google.com/~r/leanblog/Comments/~3/hCTsEEBwPIM/ Sheila Sun, 27 May 2012 15:28:26 +0000 http://www.leanblog.org/?p=17347#comment-32013 I enjoyed House till it got all convoluted. I actually Liked it BECAUSE of his cockiness. As a patient with a very hard to pinpoint and diagnose disorder, I grew tired of doctors that were wishy washy and refused to tell me they didn't know what was wrong with me and instead, opted to treat a myrad of diseases I DIDN'T have. I have been put through YEARS of unnecessary treatments because the doctor was too busy to really LOOK at me. They had so many patients that I felt more like a customer in a conveyor system. I even had one doctor once that diagnosed me with testicular cancer and I'm a woman! He came in, flipped open the chart and said "Sorry, sir, I'm going to refer you to oncology.. It seems you have testicular cancer" turned and rushed out! The doctor I have now is abrupt, arrogant and has the bedsid mannor of a baracuda but, he diagnosed me and, after trying new, unheard of treatments, I was found to have Fibromyalgia. He's been my doctor far three years now and because of his straightforward and insistent treatments, I've lost 95 pounds, gotten off the diabetes meds (A1c now 4.5 VS 8.9) and generally am healthier than I've been in 20 years. Some of us NEED a doctor like him! Love the blog, btw Sheila I enjoyed House till it got all convoluted. I actually Liked it BECAUSE of his cockiness.

As a patient with a very hard to pinpoint and diagnose disorder, I grew tired of doctors that were wishy washy and refused to tell me they didn’t know what was wrong with me and instead, opted to treat a myrad of diseases I DIDN’T have. I have been put through YEARS of unnecessary treatments because the doctor was too busy to really LOOK at me. They had so many patients that I felt more like a customer in a conveyor system. I even had one doctor once that diagnosed me with testicular cancer and I’m a woman! He came in, flipped open the chart and said “Sorry, sir, I’m going to refer you to oncology.. It seems you have testicular cancer” turned and rushed out!

The doctor I have now is abrupt, arrogant and has the bedsid mannor of a baracuda but, he diagnosed me and, after trying new, unheard of treatments, I was found to have Fibromyalgia. He’s been my doctor far three years now and because of his straightforward and insistent treatments, I’ve lost 95 pounds, gotten off the diabetes meds (A1c now 4.5 VS 8.9) and generally am healthier than I’ve been in 20 years. Some of us NEED a doctor like him!

Love the blog, btw

Sheila

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]]> http://www.leanblog.org/2012/05/goodbye-dr-house-hello-respect-for-people/#comment-32013 Comment on A Hard Habit to Break by Mark Graban http://feedproxy.google.com/~r/leanblog/Comments/~3/Aq9PwfGyXcM/ Mark Graban Sat, 26 May 2012 22:08:37 +0000 http://www.leanblog.org/?p=17350#comment-32007 Yes, you're right. Not everything requires complex problem solving. If the printer is facing the wrong direction on the nurses' station counter, we can just turn it around, "quick and easy kaizen" style. We don't necessarily need to do a Root Cause Analysis to understand why. In complex system kaizen situations, jumping to solutions can be a big waste of time if we haven't fully understood the problem. Yes, you’re right. Not everything requires complex problem solving.

If the printer is facing the wrong direction on the nurses’ station counter, we can just turn it around, “quick and easy kaizen” style. We don’t necessarily need to do a Root Cause Analysis to understand why.

In complex system kaizen situations, jumping to solutions can be a big waste of time if we haven’t fully understood the problem.

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]]> http://www.leanblog.org/2012/05/a-hard-habit-to-break/#comment-32007 Comment on A Hard Habit to Break by David Bueford http://feedproxy.google.com/~r/leanblog/Comments/~3/TdwuQwfpXG0/ David Bueford Sat, 26 May 2012 21:30:32 +0000 http://www.leanblog.org/?p=17350#comment-32006 Many of us (stubborn) baby boomers find it difficult to adjust at times. We remember how problems were solved in the olden days, with experience. I agree that there are time for RCCA's, A3's and 5 whys. For experienced employees many of the problems really are simple and the solutions really are obvious. At times we as lean practitioners beat back this fact in cult like fashion. Every (exaggerating) problem doesn't need a picture and a committee to solve. I really enjoy practicing lean however Bob in accounting might just have the answer if you ask him. Many of us (stubborn) baby boomers find it difficult to adjust at times. We remember how problems were solved in the olden days, with experience. I agree that there are time for RCCA’s, A3′s and 5 whys. For experienced employees many of the problems really are simple and the solutions really are obvious. At times we as lean practitioners beat back this fact in cult like fashion. Every (exaggerating) problem doesn’t need a picture and a committee to solve. I really enjoy practicing lean however Bob in accounting might just have the answer if you ask him.

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]]> http://www.leanblog.org/2012/05/a-hard-habit-to-break/#comment-32006 Comment on Robert Andino of the Baltimore Orioles & Dr. W. Edwards Deming by Dustin Bahm http://feedproxy.google.com/~r/leanblog/Comments/~3/Emho7rKCE_Q/ Dustin Bahm Sat, 26 May 2012 19:56:39 +0000 http://www.leanblog.org/?p=16970#comment-32005 I bet he's smiling now. In first place in late May for the first time in probably 15 years. As a lifelong Oriole fan, Cal Ripken, Jr. was my hero as a kid, I can probably say that your theory about Andino and Deming is accurate. As a fan, the beginning of each season brings joy, but not the same joy that fans of the Yankees, Red Sox, Cardinals, or Rangers are feeling when the season starts. They talk about in April while we talk about how long it will be before we quit paying attention and move on the NBA playoffs or the NFL preseason. I bet Andino is smiling ear to ear right now as the team is doing well and it looks like there is some sustainability there. Thank you for the comparison between baseball and business as we often forget how much of a business professional sports can be and in a multitude of ways and perspectives. I bet he’s smiling now. In first place in late May for the first time in probably 15 years. As a lifelong Oriole fan, Cal Ripken, Jr. was my hero as a kid, I can probably say that your theory about Andino and Deming is accurate. As a fan, the beginning of each season brings joy, but not the same joy that fans of the Yankees, Red Sox, Cardinals, or Rangers are feeling when the season starts. They talk about in April while we talk about how long it will be before we quit paying attention and move on the NBA playoffs or the NFL preseason.

I bet Andino is smiling ear to ear right now as the team is doing well and it looks like there is some sustainability there. Thank you for the comparison between baseball and business as we often forget how much of a business professional sports can be and in a multitude of ways and perspectives.

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]]> http://www.leanblog.org/2012/04/robert-andino-of-the-baltimore-orioles-dr-w-edwards-deming/#comment-32005 Comment on A Hard Habit to Break by Jamie Flinchbaugh http://feedproxy.google.com/~r/leanblog/Comments/~3/RLj947K8wy8/ Jamie Flinchbaugh Sat, 26 May 2012 13:26:53 +0000 http://www.leanblog.org/?p=17350#comment-32002 First, I agree with the premise. I said many times that if I were to take one skill from continuous improvement and bring it into K-12 education, it would be the ability to define the problem well. Second, just because I like to give credit where credit is due, it wasn't Kettering who first made this claim, it was John Dewey: "A problem well stated is half-solved." First, I agree with the premise. I said many times that if I were to take one skill from continuous improvement and bring it into K-12 education, it would be the ability to define the problem well.

Second, just because I like to give credit where credit is due, it wasn’t Kettering who first made this claim, it was John Dewey: “A problem well stated is half-solved.”

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]]> http://www.leanblog.org/2012/05/a-hard-habit-to-break/#comment-32002 Comment on My Flight Attendant’s Coffee Kaizen by Vera Vanicek http://feedproxy.google.com/~r/leanblog/Comments/~3/HS30WWnxqqc/ Vera Vanicek Fri, 25 May 2012 18:30:13 +0000 http://www.leanblog.org/?p=17288#comment-31992 To add to this unusual spark of customer service at AA, I just flew from MIA to LAX and ordered an alcoholic beverage. The flight attendant told me, at least twice and very professionally, that I would need to wait a little because she needed to get the juice from the back somewhere. I was fine with that - it's not like I was going anywhere! But to my very pleasant surprise, when she finally brought me the drink and I handed her my credit card, she said "I am not charging you because you waited very patiently for your drink". Customer service in the airline industry has managed to survive extinction - at least on rare occassions... To add to this unusual spark of customer service at AA, I just flew from MIA to LAX and ordered an alcoholic beverage. The flight attendant told me, at least twice and very professionally, that I would need to wait a little because she needed to get the juice from the back somewhere. I was fine with that – it’s not like I was going anywhere! But to my very pleasant surprise, when she finally brought me the drink and I handed her my credit card, she said “I am not charging you because you waited very patiently for your drink”. Customer service in the airline industry has managed to survive extinction – at least on rare occassions…

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]]> http://www.leanblog.org/2012/05/my-flight-attendants-coffee-kaizen/#comment-31992 Comment on A Hard Habit to Break by Adam Zak http://feedproxy.google.com/~r/leanblog/Comments/~3/28ZYO7nCURw/ Adam Zak Thu, 24 May 2012 19:33:26 +0000 http://www.leanblog.org/?p=17350#comment-31982 Like it or not we've all been conditioned from an early age to "just do it." And so - all too often - we do. Like it or not we’ve all been conditioned from an early age to “just do it.” And so – all too often – we do.

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]]> http://www.leanblog.org/2012/05/a-hard-habit-to-break/#comment-31982 Comment on A Hard Habit to Break by Donna Cangelosi Crossman, Ph.D. http://feedproxy.google.com/~r/leanblog/Comments/~3/4jSvOCR9Qek/ Donna Cangelosi Crossman, Ph.D. Thu, 24 May 2012 19:20:07 +0000 http://www.leanblog.org/?p=17350#comment-31981 Mark, this is a fascinating topic that deserves discussion. I feel the root of premature problem solving is a function of formal education, where we've been taught that for every problem there is one and only one right solution. Convergent thinking is OK for test taking, but in real life, for many problems, we need to diverge thoughts across many disciplines and synthesize knowledge. In other words, problem solving requires that we think at the highest levels of Bloom's taxonomy. Far too often, in team situations, group think grabs ahold and short circuits the problem-solution cycle. Mark, this is a fascinating topic that deserves discussion. I feel the root of premature problem solving is a function of formal education, where we’ve been taught that for every problem there is one and only one right solution. Convergent thinking is OK for test taking, but in real life, for many problems, we need to diverge thoughts across many disciplines and synthesize knowledge. In other words, problem solving requires that we think at the highest levels of Bloom’s taxonomy. Far too often, in team situations, group think grabs ahold and short circuits the problem-solution cycle.

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]]> http://www.leanblog.org/2012/05/a-hard-habit-to-break/#comment-31981 Comment on Goodbye Dr. House, Hello “Respect for People” by Karen Martin http://feedproxy.google.com/~r/leanblog/Comments/~3/UVAtE6yMLzw/ Karen Martin Thu, 24 May 2012 16:07:19 +0000 http://www.leanblog.org/?p=17347#comment-31979 Good post, Mark. I never "got" the House thing. He disgusted me more than I felt any sympathy. Certainly not a model for respect, that's for sure. Good post, Mark. I never “got” the House thing. He disgusted me more than I felt any sympathy. Certainly not a model for respect, that’s for sure.

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]]> http://www.leanblog.org/2012/05/goodbye-dr-house-hello-respect-for-people/#comment-31979 Comment on A Hard Habit to Break by Mark Graban http://feedproxy.google.com/~r/leanblog/Comments/~3/lqbdi7WEO2o/ Mark Graban Thu, 24 May 2012 14:10:29 +0000 http://www.leanblog.org/?p=17350#comment-31975 Yes, excellent point. I agree that stating a solution is not a good problem statement. I have to coach people on that all the time. Thanks for sharing those examples. Yes, excellent point. I agree that stating a solution is not a good problem statement. I have to coach people on that all the time. Thanks for sharing those examples.

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]]> http://www.leanblog.org/2012/05/a-hard-habit-to-break/#comment-31975 Comment on A Hard Habit to Break by James M. Smith, Ph.D. http://feedproxy.google.com/~r/leanblog/Comments/~3/QL_2enyxqM8/ James M. Smith, Ph.D. Thu, 24 May 2012 14:07:43 +0000 http://www.leanblog.org/?p=17350#comment-31974 Very good point in your blog. I find that "problems" are often stated as "The hospital administration needs to build more parking" or "We have to teach patients how important it is not to miss their appointments." As I point out in my presentation on "Converting Data into Information" (<a href="http://www.jamesmsmith.org" rel="nofollow">www.jamesmsmith.org</a>), this is primarily because staff are so motivated to solve the problem that they immediately think of a fix to a perceived problem and then state the problem as not implementing their fix. The problem statements above are not problem statements but rather proposed solutions to some perceived problem. Not only does this miss identifying exactly what the problem is but it also suffers because the problem statement itself affixes blame on someone, "the hospital administration" or "patients" in the above examples. Starting a problem resolution discussion by blaming someone for the problem is a very poor way to start. Very good point in your blog. I find that “problems” are often stated as “The hospital administration needs to build more parking” or “We have to teach patients how important it is not to miss their appointments.” As I point out in my presentation on “Converting Data into Information” (http://www.jamesmsmith.org), this is primarily because staff are so motivated to solve the problem that they immediately think of a fix to a perceived problem and then state the problem as not implementing their fix. The problem statements above are not problem statements but rather proposed solutions to some perceived problem. Not only does this miss identifying exactly what the problem is but it also suffers because the problem statement itself affixes blame on someone, “the hospital administration” or “patients” in the above examples. Starting a problem resolution discussion by blaming someone for the problem is a very poor way to start.

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]]> http://www.leanblog.org/2012/05/a-hard-habit-to-break/#comment-31974