Can you Handle the Truth?

Can you Handle the Truth?

Hearing about doctors or nurses being fired for telling the truth about the lack of personal protective equipment in their hospitals or a Navy Captain being fired for bringing to light what was happening on his ship during the COVID-19 pandemic is deeply disturbing.  These doctors and nurses have every right to ask for help in protecting themselves on the front lines.  And Navy Captains should be working to protect their crew.  Why does telling the truth and asking for help pose such a threat to some leaders?  Is the organization’s pride really more important than protecting lives?

Control the Process - Part 5 of 5

Control the Process - Part 5 of 5

Last week in the fourth of this five-part series, I covered improving the situation by mitigating or eliminating the root causes will keep you on the path to ensuring the change you’re making is a sustainable solution for your organization (Click here to revisit Part 4 - Improve the Process).  The third step was to analyze the process and identify the root cause(s) of the defects (Click here to revisit Part 3 - Analyze the Process).  The second step was to measure the critical to quality (CTQ) characteristics of the process you think is causing the problem (Click here to revisit Part 2 - Measure the Process).  And the first step was to really define the problem using voice of the customer (VOC) and critical to quality (CTQ) characteristics (Click here to revisit Part 1 - Define the Problem). Now comes the fifth thing you can do to ensure your change is here to stay in the organization.   

Improve the Process - Part 4 of 5

Improve the Process - Part 4 of 5

Last week in the third of this five-part series, I covered analyzing the process and identifying root cause(s) of the defects will keep you on the path to ensuring the change you’re making is a sustainable solution for your organization (Click here to revisit Part 3 - Analyze the Process). The second step was to measure the critical to quality (CTQ) characteristics of the process you think is causing the problem (Click here to revisit Part 2 - Measure the Process). And the first step was to really define the problem using voice of the customer (VOC) and critical to quality (CTQ) characteristics (Click here to revisit Part 1 - Define the Problem). Now comes the fourth thing you can do to help ensure your change is here to stay in the organization.

A Customer’s Experience of Group Practice Doctors in MA during COVID-19

A Customer’s Experience of Group Practice Doctors in MA during COVID-19

First I want to say thank you to all the doctors, nurses, hospital staff, and healthcare professionals in the hospitals right now on the front lines, doing their best to save lives with limited supplies while putting their own health at risk. You are heroes!!!

Second, to the doctors in group practices in Massachusetts, remember your oath and who your customers are. Ask yourself, how well are you really serving patients right now? If it was your mother, your father, your son, or daughter, would you really speak to them the same way you're currently speaking to your patients? Are you doing what’s best for your patient in these trying times? Or are you doing what’s best for you?

Analyze the Process - Part 3 of 5

Analyze the Process - Part 3 of 5

Last week in the second of this five-part series, I covered measuring the critical to quality (CTQ) characteristics of the process you think is causing the problem will help ensure the change you’re making is a sustainable solution for your organization (Click here to revisit Part 2 - Measure the Process). The first step was to really define the problem using voice of the customer (VOC) and critical to quality (CTQ) characteristics (Click here to revisit Part 1 - Define the Problem). Now comes the third thing you can do to help ensure your change is here to stay in the organization.

Measure the Process - Part 2 of 5

Measure the Process - Part 2 of 5

Last week in the first of this five-part series, I covered really defining the problem using voice of the customer (VOC) and critical to quality (CTQ) characteristics will start you on the path to ensuring the change you’re making is a sustainable solution for your organization (Click here to revisit Part 1 - Define the Problem). Below is the second thing you can do to avoid your change becoming the flavor of the month.

Be Seen, Be Heard, Be Effective in Bringing about Change