Continuous improvement specialists are challenged to solve problems for their organizations or clients. They have acquired a wide array of tools, methods, and techniques for that purpose. If ...

Are you relying on gut feel to diagnose difficult problems in your organization? If the answer is yes, there is a good chance you are going to be led astray. Why? Because “until you really take the ...

How do you fix broken customer experience and other business problems? Get to the root cause of the problem — the actual root cause. In my previous CMSWire article, I wrote about whether it’s better ...

At an Huntsman Cancer Institute Clinic, providers are often delayed in how soon they see a patient during a new visit appointment. Typical delays (wait time) from check-in to provider page was 20 ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

In a previous article entitled, "What Are Problems?" we theorized that problems cannot or do not exist—at least, not in the way we've been taught to think about them. Because all we have are ...

Do you play pool? I sure don’t. But I know enough about the game to use it as a metaphor for the hidden reasons we don’t do what we say we will. The object is to get balls into pockets using a big ...