Category Archives: Hansei

World Class Blog Post

Have you dreamed of eating the Grove Café’s world famous pancakes or been lucky enough to try them yourself?  What?  You never heard of them before now?  It almost sounds like a classic Onion article.

Many hospitals aspire to be “World Class” but there is no measure to know if they succeed at it.  Just like the pancakes, only that hospital seems to define themselves as achieving that level of success.  For that matter, I am not sure what would make them stand out with that definition since a Google search of “world class” and hospital returned 47,300,000 results.

Do patients choose a hospital based on a world class definition?  Similarly, do local “top doctor” magazines drive patients to hospitals or is the US NEWS” Top Hospitals” issue a key deciding factor (despite its questionable criteria)?

I would worry about achieving the level of “World Class” (whatever that actually means) since being at the top of  a benchmark usually does not inspire people to improve once attained. 

I think a better mission for hospitals is to strive for “perfect care”.  Patients deserve predictable clinical outcomes and they shouldn’t get harmed or sicker by being in a hospital.  Patients want better customer service and should not have to experience any unnecessary waits.  Lastly, healthcare should have a fair and reasonable price for their co-pay and insurance.

Hospitals need to ask their patients if they want to be treated at someplace famous or where they will receive perfect care.  If forced to choose one over the other, which would they pick?  Focusing on the means (providing perfect care) will help hospitals achieve outcome of being deemed world class.

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Filed under Consulting, customers, Data & Charts, Gemba, Hansei, Health Care, Improve With Lean, Improvements, Kanban, Lean Hospital, Lean Hospitals, Learn Leadership, Learning Organization, Problem Solving, Quality, Respect For People

Book Review: Toyota Under Fire

 

“Toyota Under Fire” by Jeffrey Liker and Timothy Ogden is a highly recommended book for leaders, Lean-thinkers, and people interested in media criticism.

I initially thought it would solely be about the recall crisis which NASA has already vindicated the company.  The book also details the challenges faced by Toyota during the recession.  The authors provide candid information about how the company could have done better and show how they turned the crisis into an opportunity to become stronger.

The final chapter transforms Toyota’s story during the crisis into lessons other organizations can use to help them be prepared for a crisis.

The book helped understand the power of the Toyota Way and reaffirms why they are a company to be admired.  There are many great insights into the thinking of the people in the organization.  Some of my favorites were about how deeply respect for people is practiced, the examples of how important it is to be close to the problem to be able to improve it, the importance of culture, and how the five why’s were used to accept responsibility of the problem.

For those interested in media criticism, this book provides a lot of data that was distorted or omitted in the news during the recalls.  The examples of sensationalized reports with no follow-through once disproven will serve as a reminder to take what we consume from the news with a grain of salt.

One thing I found surprising in the book is that many cited sources were from bloggers and websites.  Since the traditional media seemed slanted against Toyota, these other sources appear more neutral.

Liker and Ogden’s book show how Toyota practices the Toyota Way.  It is not just about theory and philosophy but a demonstration of how it was recently done.  This was an excellent book.

Disclosure: A review copy of this book was provided to me by the publisher.

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Filed under Book Review, Business, Change Management, Communication, customers, Five Whys, Gemba, Hansei, Improve With Lean, Kaizen, Learn Leadership, Learning Organization, Problem Solving, Quality, Reflection, Respect For People, Root Cause

Is Toyota Way Principle #1 In Your Organization Right Now?

I was reviewing Liker’s Toyota Way recently and principle # 1 jumped out at me: Base your management decisions on a long-term philosophy, even at the expense of short-term financial goals.

Given the current economic situation, is management losing long-term focus?  Are immediate short-term decisions being made out-of-sync with a longer view in mind?

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Filed under Business, Hansei, Learn Leadership