Chick-fil-a’s Lean Journey

I’ve been a fan of Chick-fil-a for too many years to count. Over the past several years, I’ve been a first-hand witness to a precipitous decline customer service across most industries. There are few places where this sad state is more glaring than in the fast-food business. Happily, there are a few exceptions. At the top of the list of is Atlanta-based Chick-fil-a. I’ve been watching joyfully as CFA improved their processes, while maintaining exceptional food that is delivered quickly, by invariably cheerful and smiling staff members.

I strongly encourage you to listen to this wonderful interview with CFA;s David Reid, conducted by Industry Expert, Mark Graban.

Bob Hubbard / 2019-08-12

Lean Blog podcast #344 – David B. Reid, P.E., Lean & Kaizen Across Chick-fil-A Stores

Joining me for Episode #344 is David Reid, a mechanical engineer whose career has taken him from improvement work at Michelin Tire, to being a pastor, to […]

Source: Podcast #344 – David B. Reid, P.E., Lean & Kaizen Across Chick-fil-A Stores – Lean Blog

Contact Mark Graban

Want to know how to lead? Follow this outstanding example.

This brief speech from the movie Gettysburg is a wonderful example of how great leaders communicate.

Joshua Chamberlain was an American college professor from the State of Maine, who volunteered during the American Civil War to join the Union Army. He became a highly respected and decorated Union officer, reaching the rank of brigadier general (and brevet major general). He is best known for his gallantry at the Battle of Gettysburg, for which he was awarded the Medal of Honor. He became commander of the 20th Maine Volunteer Infantry Regiment in June 1863. On July 2, during the Battle of Gettysburg, Chamberlain’s regiment occupied the extreme left of the Union lines at Little Round Top. Chamberlain’s men withstood repeated assaults from the 15th Regiment Alabama Infantry and finally drove the Confederates away with a downhill bayonet charge.

When It Comes to Your Career, Numbers Matter

No matter where you are in your career journey, get in the habit of chronicling your achievements. It is critical that you show metrics associated with your work. Here are some reasons to make this a habit.

  1. Keeping up with your work makes the dreaded annual review process a snap.
  2. When you hit a low energy point and start to feel burn out creeping in, looking back over your accomplishments buoys the spirit.
  3. By keeping up with your accomplishments, you are keeping up with your resume.

In today’s turbulent business environment, it is in your best interest to keep your resume and your LinkedIn profile up to date.

This video is a great place to start.

Have ideas on ways to keep your resume fresh? Add to the comments below, we’d love to hear from you!

09 July 2018



Leaders Should Be Adept at Asking Questions

More great tips from David Marquet. I highly recommend David’s “Leadership Nudge” series.
bh 4/18/2018

Let’s talk about how we ask questions as leaders. Some questions are better than other questions. You don’t want to ask a question where your people will have to respond negatively: “Have you completed the project yet?” “Well, no but we’re almost done.” Instead, ask a question that they can respond positively to: “Have you […]

via Leadership Nudge™ – Let Them Say Yes! — David Marquet

The Time for Healthcare Leaders to Implement Lean Is Now – Stat!

This is a great article by Helen Zak from the Lean Enterprise Institute’s blog.

The Time for Healthcare Leaders to Implement Lean Is Now – Stat!

December 7, 2017

“A bad system will beat a good person every time.” These sage words from W. Edwards Deming, sum up what many healthcare leaders face on a daily basis: bad systems working directly against the ability to deliver quality outcomes for patients.

Click to read the entire post: The Time for Healthcare Leaders to Implement Lean Is Now – Stat!

I, Pencil, How Smart are We really?

 “I, Pencil: My Family Tree as Told to Leonard E. Read” originated as an essay by Leonard Read. First published in the December 1958 issue of The Freeman, it was reprinted in May 1996 and as a pamphlet entitled “I… Pencil” in May 1998. It can help us understand that we may not know as much as we think we know about anything, even the lowly pencil.

bh 2018-02-28


If Russ Ackoff had given a TED Talk

Understanding Dr. Ackoff’s 1994 thoughts on systems thinking are essential in 2017 and beyond

It seems we haven’t learned much from intellectual giants like Russ Ackoff and W. Edwards Deming. In this short video, Dr. Ackoff destroys our current understanding of how we manage companies and how we proport to educate students. His comments are pointed and topical even more than 20 years after they were made.

bh 11/30/2017