Change Management for Healthcare

Todd Sperl brings a unique perspective to his work with healthcare organizations, as they navigate the challenges of today and prepare for the unknowns of tomorrow. He has introduced thousands of healthcare professionals across the country to the principals and philosophies of Change Management and Lean Six Sigma. His books are greatly influenced by his experiences and the stories shared with him by others along the way. The book we discussed in the podcast was Practical Lean Six Sigma for Healthcare - Using the A3 and Lean Thinking to Improve Operational Performance in Hospitals, Clinics, and Physician Group Practices. You can find Todd at Lean Fox Solutions.

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Value Stream Mapping for Breakthrough Thinking

Author of The Complete Lean Enterprise: Value Stream Mapping for Office and Services, Second Edition, Drew Locher, is my podcast guest this week and we touched about how the innovative a Value Stream Mapping process could or as drew put it should be. You can learn more about Drew at his company web page, Change Management Associates.

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Optimize the Customer Experience with Service Design

Ben Reason is a founding partner of Livework having set-up the company in 2001. He now leads the London studio on service design and innovation projects for both UK and international clients. In his time at Livework, he has worked with multinational companies and start-ups with a focus on service thinking and developing their service design methods and approach. His background is with internet and digital projects having previously worked for a number of large digital agencies. 

Ben is co author of Service Design: From Insight to Implementation and his latest work, Service Design for Business: A Practical Guide to Optimizing the Customer Experience.

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How do Lean CEOs Think?

The The Lean CEO: Leading the Way to World-Class Excellence reveals the true power of Lean through in-depth interviews with CEOs who have gone beyond tool adoption and established Lean as a corporate-wide management system. The all-star cast of twenty-eight leaders represents a wide variety of organizations, including global manufacturers Ingersoll-Rand and Barry-Wehmiller, healthcare icons Thedacare and Virginia Mason, the states of Connecticut and Washington, historical icons such as Wiremold, and many more. – From Amazon 

Jacob Stoller is an author, speaker, and consultant specializing in communication between experts and outsiders in areas such as Lean management, information technology, accounting, and engineering.

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Engage to Beat the Competition

Shawn Casemore is a consultant, speaker, and author investing significant time studying top performing organizations around the world, consulting with and advising CEOs on how to build a more empowered organization in order to dramatically improve performance, create a compelling competitive advantage, and maximize profits.  You can find Shawn at CasemoreandCo.com

Our discussion centered around Shawn’s new book, Operational Empowerment: Collaborate, Innovate, and Engage to Beat the Competition.

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A Million Books in Print: Podcast with DM Scott

The New Rules of Marketing & PR opened people’s eyes to the new realities of marketing and public relations on the Web. Six months on the BusinessWeek bestseller list and published in more than twenty languages, New Rules is now a modern business classic. He has a popular blog and participated in hundreds of speaking engagements around the world give him a singular perspective on how businesses are implementing new strategies to reach buyers.


 David Meerrman Scott, author of 10 books with the most popular being the classic,The New Rules of Marketing and PR: How to Use Social Media, Online Video, Mobile Applications, Blogs, News Releases, and Viral Marketing to Reach Buyers Directly. This book is now in its 5th edition and nearing 1 Million copies sold. David is my podcast guest this week and what a way to kick off the new year but with a set of New Rules.

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Product to Customer Centric: The Mercedes Benz Journey

 At TheMichelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide short-term and extended consulting services, keynote and workshop presentations, and bestselling books to meet your needs. Our culture of service excellence is anchored to our mission, vision, and values. – Joseph A. Michelli

Joseph Michelli is my guest this  week and as always, Joe made the podcast…well, a Michelli Experience. We discussed his new book, Driven to Delight, which I recommend. When you reflect for a moment on how a product-centric Mercedes-Benz transformed into a customer-centric organization, well it is very difficult to even imagine. The culture not only had to change at Mercedes-Benz but also in their long established dealer chain. Michelli tells the story like no one else could. The preceding link will enable a few bonuses by utilizing the code “VIP”.

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Lean Marketing eBooks (More Info): Excerpt from the Lean Marketing House

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Sales Strategy and Execution

Dave Brock (Partners in Excellence) is recognized as a thought leader, sales and marketing, new product introductions, and strategic partnering. Dave helps organizations develop and execute high impact strategies and programs in these areas.  Not only a leading thinker and strategist, Dave further distinguishes himself by supporting his clients in the implementation and execution of strategies in these disciplines.  His approach is focused and pragmatic, producing results many never thought possible.

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Lean Marketing eBooks (More Info): Excerpt from the Lean Marketing House

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A Sales Conversation with Apollo

Bob Apollo is the founder and principal consultant behind Inflexion-Point Strategy Partners, one of the UK’s leading B2B sales and marketing performance improvement specialists. Bob works with promising early stage companies to help them “Cross the Chasm” from early adopters to mainstream markets, and with established organizations to refocus their sales and marketing activities and revitalize revenue growth.

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Lean Marketing eBooks (More Info): Excerpt from the Lean Marketing House

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How to Create, Collaborate, and Succeed in the Sharing Economy

Digital storyteller, trend forecaster, and executive producer, Billee Howard is a 20-year creative professional dedicated to studying the rising intersection of culture and commerce and identifying the issues and trends that are defining our future in the new era of engagement. In her new book, We-Commerce: How to Create, Collaborate, and Succeed in the Sharing Economy, Billee lays out a road map to navigate this largely uncharted business landscape, from how to build brand loyalty through social media to how to maintain scale and innovation while realizing growth. Billee is based in New York and is founder and chief engagement officer of Brandthropologie, and president of Mojo Risin Studios.


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Hyken on Customer Service

Shep Hyken is a customer service expert, professional speaker and bestselling author who works with companies and organizations who want to build loyal relationships with their customers and employees and this week’s Business901 Podcast guest. I encourage you to take a look at the Shepard Virtual web-based training solution that focuses on bringing you and your organization some of the best training in a format that is fresh, innovative and very effective. As Shep says, "The best organizations in the world know the importance of creating a corporate culture that fulfills and excites their employees. One of the keys to creating that culture is to give the employees the tools they need to be the best they can be." If you haven't already done so, check out the course outline and experience a short sample of their training.

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Lean Marketing eBooks (More Info): Excerpt from the Lean Marketing House

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Cespedes on Sales Strategies (Part 2 of 2)

Frank V. Cespedes is a Senior Lecturer of Business Administration in the Entrepreneurial Unit at Harvard Business School. He has run a business, served on boards for start-ups and corporations, and consulted to many companies around the world. He is the author of five books as well as articles in Harvard Business Review, the Wall Street Journal, California Management Review, Organization Science, and other publications. His latest book is Aligning Strategy and Sales: The Choices, Systems, and Behaviors that Drive Effective Selling.

Book Summary

Be Sure to listen to last week's episode: Cespedes on Sales Strategies  (Part 1 of 2)

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