Operational Excellence is a mindset that embraces certain principles and tools to create a culture of excellence within an organization. Operational excellence means every employee can see, deliver, and improve the flow of value to a customer.
Steve Jobs once said: “Be a Yardstick of Quality. Some people aren’t used to an environment where excellence is expected” Therefore a Quality Mind-set will only pervade the organisation when the Leadership actively models the behaviour. Only by living the approach to Quality that they desire can Leaders truly drive the change to a Culture…
I wrote the first version of this article four years ago and have been updating it every year since. I have had a great many people remark to me that it has helped them a great deal (which is the point, I guess.) I have also had several people give me some new ideas and, of course,…
There is a lot of content created around Operational Excellence and its companion disciplines – including; Leadership, Lean, Six-Sigma, Theory of Constraints, Project Management, and so on – which together comprise Operational Excellence (including the content produced by myself). But are all of these concepts as “new” as some would have you believe? Have they…
This is Part II of a two part series – part 1 here Robert P. Thames, FACHE, FHFMA, President and CEO, Northern Arizona Healthcare PART II: STAGES OF EVOLUTION – AND HOW TO MIGRATE “You are here” and the Gretzky factor[i] To assist in gaining perspective on ‘where are we now?’ in the context of…
This is Part I of a two part series Robert P. Thames, FACHE, FHFMA, President and CEO, Northern Arizona Healthcare “Everything looks like failure in the middle.” – Rosabeth Moss Kanter SUMMARY: All senior leader teams get stuck on their improvement journey. Examination of common stuck points for senior leader teams on their improvement journey…
We all remember poor customer experience, and we are not afraid to share the poor experiences we have had with others – perhaps even going out of our way to share using social media as the medium for our opinions? How many times have we read bad reviews on hotels or restaurants as compared to…
