Winning Customers by Keeping Promises, featuring Jeff Toister

It's Episode 68 and Tracy & Elisabeth got to interview Jeff Toister about his latest book, The Guaranteed Customer Experience: How to Win Customers by Keeping Your Promises. Jeff took the classic product guarantee and came up with a formula to apply that to customer experience, which every business needs! They'll give you the scoop on an App for acknowledging employees, colleagues, and mentors with colorful celebration boards. And for Q&A, they find out what happens when you bring Lean techniques home—if you dare. It's another great day at the cafe!

Timeline

• 2:30 Hot Apps
  • "Kudoboard" lets you send kudos for a job well done with gifs, videos, and text.
• 6:00 Q&A
  • Question: What techniques do you use to make standard work successful at home?
• 15:35 Featured Guest
  • Interview with Jeff Toister, author of The Guaranteed Customer Experience
• 43:39 Upcoming Events:
  • Webinar June 10th: How To Use Lean Thinking To Create an Antiracist Organization
  • Webinar June 24th: How To Use Task Cards to Create Better Leader Behavior
  • Next Podcast Episode July: Katie Anderson, author of Learning To Lead, Leading To Learn (1 year anniversary)
  • UC San Diego Class starts June 15th: Lean Six Sigma Leadership
  • Workshop: In the Moment: Using Improv as a People Skill

Thanks for Listening!
Listen to more podcasts at JITCafe.com. Link to the video version of this podcast: https://youtu.be/yfd6dWJV5c4

Inventing a Lean Vaccine Super Station, Featuring Lilly Angelocci and Brian Hand

It's Episode 67 and Tracy and Elisabeth get the scoop from Brian Hand and Lilly Angelocci of UC San Diego Health. We'll get details of what drove the success of the vaccine super stations and how they've been improving healthcare with Lean. We'll let you in on an App that allows you to do real-time polling and cutting edge audience engagement techniques, and for Q&A, We'll address the fact that reading a book doesn’t guarantee you’ll remember anything from it...and what you can do about that! We're double-vaxed and ready for anything at the cafe!

Also Listen On: Stitcher, Apple Podcasts and Spotify

Timeline
 • 2:18 Hot Apps: "Mentimeter" uses word clouds and innovative interactions to drive engagement
 • 6:17 Q&A: What's the best way to remember the books we read?
 • 12:36 Featured Guests: Interview with Lilly Angelocci and Brian Hand of UC San Diego Health
 • 49:42 Upcoming Events:
 ◦ Webinar: How To Solve Complex Problems in a Virtual Lean Environment
 ◦ Next Podcast Episode: Debbie Barnard of the Joint Commission International
 ◦ UC San Diego Course: Lean Six Sigma Leadership
◦  Workshop: In the Moment: Using Improv as a People Skill

Thanks for Listening!
Listen to more podcasts at JITCafe.com. Link to the video version of this podcast: Inventing a Lean Vaccine Super Station, Featuring Lilly Angelocci and Brian Hand

Care for People & Animals Drives Award-Winning Improvement, featuring Audrey Lang and Tina Nguyen

It's Episode 66 and Tracy & Elisabeth find out how the San Diego Humane Society won the "Top Workplace" Award. Organizational leaders Audrey Lang and Tina Nguyen describe how their care-centered culture improves their ability to rehabilitate animals while simultaneously driving improvement efforts with employee "bliss." We’ll let you in on an app we’re using to jazz up learner engagement and for Q&A we’ll dig into a paradox: The opposite of talking isn’t listening, it’s waiting to talk. Come enjoy spring at the cafe!

Also Listen On: Apple Podcasts, Stitcher and Spotify

Timeline
 • 2:00 Hot Apps: "Kahoot!" amps learner engagement with competition
 • 6:45 Q&A: “Is the opposite of listening waiting to talk?”
 • 16:57 Featured Guest Interview: Audrey Lang & Tina Nguyen of The San Diego Humane Society
 • 49:42 Upcoming Events:
 ◦ Webinar: How the Shingo Model Can Revolutionize Your Culture
 ◦ UC San Diego Course: Lean Six Sigma Leadership
◦ Next Podcast Episode: Brian Hand and Lilly Angelocci of UC San Diego Health

Thanks for Listening!
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The Video Podcast: Care for People & Animals Drives Award-Winning Improvement, featuring Audrey Lang and Tina Nguyen is posted on JITCafe.com.

The Toyota Way Brings Kata Into the Mix, Featuring Jeff Liker

It's Episode 65 and 16 years later, The Iconic Toyota Way gets a remodel. In this month’s interview, author Jeff Liker discusses his coffee talks with former student Mike Rother that led to a second edition. Tune in for Jeff’s take on artificial intelligence, Toyota Kata and grit. For our In The News segment, we’ll highlight how Lean Six Sigma supported UC San Diego Health’s collaboration with the San Diego Padres to hit the goal of getting the entire city vaccinated. For Q&A we’ll answer a question about the impact of COVID-19 on productivity: Has it gone up or down? And then we’ll tell you all about upcoming webinars and courses. It’s warm at the cafe—so stick around!

Also Listen On: Apple Podcasts, Stitcher and Spotify

Timeline
 • 2:20 In The News: UC San Diego Health and the San Diego Padres create a vaccine superstation
 • 4:40 Q&A
 ◦ “Has productivity decreased during the pandemic?”
 • 10:40 Featured Guest
 ◦ Interview with Jeff Liker, Author of The Toyota Way, second edition
 • 49:42 Upcoming Events
 ◦ Webinar: How Lean Six Sigma Problem Solvers can Hone their People Skills
 ◦ UC San Diego Course: Lean Six Sigma Leadership

Thanks for Listening!
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The Video Podcast: Just-In-Time Cafe, Episode 65 –The Toyota Way Brings Kata Into the Mix, Featuring Jeff Liker is posted on JITCafe.com.

Turning Problem Solvers into Innovators, Featuring Bella Englebach

It's Episode 64 of the Just-in-Time Cafe Podcast! Is creativity seen as "fluffy?" Is Six Sigma seen as "old hat?" Are you struggling to reconcile creativity with Lean problem solving? Check out this month's interview with Bella Englebach, who’s new book, Creatively Lean, guides problem solvers to be better innovators. For our “Hot Apps” segment we’ll cover one of the virtual white boards that people are buzzing about since they can’t gather around a flip chart. And for Q&A, we’ll answer a question about alternatives to a controversial word, “countermeasure.” Okay, we started that controversy, but it's true--people want alternatives! There's a line out the door, but if you put something in a mug you can join us from your couch!

Timeline
 • 1:55 Hot Apps: Virtual White Board—MURAL
 • 5:58 Q&A
 ◦ “How do you feel about the word, 'countermeasure'?”
 • 10:40 Featured Guest
 ◦ Interview with Bella Englebach, Author of Creatively Lean
 • 41:41 Upcoming Events
 ◦ Webinar: How to Apply Visionary Planning to Personal Goal Setting
 ◦ Webinar: How Lean Six Sigma Problem Solvers Can Hone their People Skills
 ◦ Next Podcast Episode: Interview with Jeff Liker, Author of the new second edition of The Toyota Way
 
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Solving the People Problem

It's Episode 63 of the Just-in-Time Cafe Podcast! Come join Tracy O'Rourke and Elisabeth Swan for a relaunch of their beloved Continuous Improvement gabfest. The highlight is their interview with Brett Cooper and Evans Kerrigan, Co-Founders of Integris Performance Advisors where they discuss their new book, “The People Problem”. They've come up with some tactical steps we can take to improve our EQ (Emotional Intelligence) and solve one of the biggest problems in organizations today.

For the "In The News" segment, Tracy describes what’s happening at Kitchens for Good. A San Diego nonprofit that is both feeding and employing those in need. They are attracting a lot of local Lean talent who are applying process improvement so this nonprofit can make the most of its resources. And for Q&A, they'll answer a question about the success of the recent trend toward remote Lean events. Come join them for a jolt of Lean caffeine. It's a great day back at the cafe!