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@MarkGraban

From the #Lean Blog archives: The State of This Restaurant’s Suggestion Box Didn’t Really Surprise Me Much leanblog.org/2017/07/state-…

4:33 pm · August 18, 2018

Mark Graban

@MarkGraban

I paid @FedEx $21 to reschedule 3 packages being delivered to me from Friday to Saturday, when I'm home. Of course, they delivered 2 of the 3 yesterday. Told me 3rd was coming Sat. AM. Now, the 3rd package is arriving on TUESDAY. How is FedEx so bad at being FedEx recently?

4:21 pm · August 18, 2018

Mark Graban

@MarkGraban

Does Chipotle want you to think the workers are the problem? Weren’t they trained before? If so, was the training insufficient? How will the training be different now?Or, there’s more to it than “training.” pic.twitter.com/D1N0e0Wfx5

8:17 pm · August 17, 2018

Mark Graban

@MarkGraban

“[NCAA] football’s dirty little secret is that we are killing our players,” Anderson wrote, “not in competition, almost never in practice, and rarely because of trauma—but primarily because of non-traumatic causes in off-season sessions...” apple.news/AGwuD68_tSEisK…

7:24 pm · August 17, 2018

Mark Graban

@MarkGraban

Thanks to @FedExHelp. Another example of getting better service through Twitter than I've gotten over the phone. Good support for problems that shouldn't happen. And, no, I don't believe the customer service theory that says I'm happier now than if there was no problem at all.

5:40 pm · August 17, 2018

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Book Endorsements:

"Mark Graban is the consummate translator of the vernacular of the Toyota Production System into the everyday parlance of health care. With each concept and its application, the reader is challenged to consider what is truly possible in the delivery of health care if only standardized systems borrowed from reliable industries, were implemented. Graban provides those trade secrets in an understandable and transparent fashion."
-- Richard Shannon, MD
Executive Vice President for Health Affairs, University of Virginia

"The concepts outlined in this book are the most powerful tools that I have ever encountered to foster innovation, ownership, and accountability at the front line staff level. This is a must read for any leader in today’s increasingly complex healthcare industry."
-- Brett Lee, Ph.D., FACHE
Market Chief Executive Officer, Tenet Healthcare

See more endorsements

Mark Graban’s Blog

The One Where I’m Interviewed About Lean in Healthcare (and Also Talk Metrics) August 17, 2018
#TBT: The Carrot and the Stick on Steroids August 16, 2018
Podcast #314 – Skip Steward & Brandon Brown, on TWI & Kata in Healthcare August 15, 2018
My Article for the LEI “Lean Post”: React Less and Improve More… August 14, 2018
#Lean Shouldn’t be a Reason for Nurses to Strike August 13, 2018