Recently, I had the opportunity to do a podcast about The Toyota Way to Service Excellence: Lean Transformation in Service Organizations, with Mark Graban. Mark Graban is a lean consultant, author and expert on Lean in healthcare. His blog posts and podcasts have been attracting viewers to his blog, LeanBlog.org since 2005.
Mark and I discussed many topics including:
- Why lean is more important in services than manufacturing
- The importance of correct practice with a coach
- The difference between lean transformation and striving for actually create and deliver peak service experiences
I hope you enjoy listening to the podcast.
