Karen Martin on the Power of Mistake Proofing in Lean: A Candid Conversation with Mark Graban

My guest for Episode #510 of the Lean Blog Interviews Podcast is Karen Martin, Founder and CEO of TKMG and TKMG Academy, appearing for the fifth time.
Episode page with links, transcript, and more: leanblog.org/510
She is the author of books including The Outstanding Organization, Clarity First, and Value Stream Mapping.
In this episode, we discuss mistake-proofing in lean practices, exploring its significance in various industries. The conversation begins with a light-hearted discussion about the “five-timers club” and Mark's “ZERO hat” from the Patient Safety Movement Foundation, which symbolizes the goal of zero harm in healthcare.
Karen shares her extensive background in quality improvement and lean management systems, emphasizing the importance of building quality at the source. Drawing on the teachings of Dr. W. Edwards Deming and the Toyota Production System, Karen and Mark discuss the psychological impact of striving for zero harm, debating whether it is an inspiring goal or potentially demotivating.
The episode also explores real-world examples of organizations achieving zero harm and the cultural shifts required to reduce errors. Karen introduces the TKMG Academy and its comprehensive courses designed to enhance lean practices, including the new mistake-proofing course co-developed with Mark. Her passion for quality improvement and continuous learning shines through, offering listeners valuable insights into achieving operational excellence.
Questions, Notes, and Highlights:
Why is quality such a passion for you?
Why did you want to add the mistake-proofing course to the TKMG Academy catalog?
What are some common barriers to achieving zero harm in healthcare?
How do you differentiate between mistakes and errors?
How do you handle situations where the work system isn't at fault, but the individual continues to make mistakes?
Can you tell us more about the “slow work” movement?
What are your thoughts on final inspection versus quality at the source?
How do you address the challenge of maintaining standards in training and process design?
Could you elaborate on the spectrum of mistake-proofing from 100% prevention to error reduction?
How does the TKMG Academy help organizations with continuous improvement?
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00:01:29: Introduction of TKMG
00:02:03: Importance of Quality Improvement
00:03:00: Discussion on the Two Pillars of the Toyota Way 0
0:03:57: Ongoing Conversations and TKMG Academy course
00:05:24: Importance of Solving Errors in Organizations
00:07:59: Mistakes within Healthcare
00:10:06: The Role of Culture in Error Prevention
00:11:43: Japanese Airport Case Study
00:13:31: Mistake Proofing and Starbucks Mistakes
00:15:33: Safety and Commercial Performance
00:17:48: Obsession with Improvement and Process Design
00:19:05: Discussing respect for people and work conditions
00:20:21: Dealing with mistakes with empathy
00:21:11: The emotional impact of causing harm
00:21:33: Processing and moving past mistakes
00:23:27: Importance of proactive coaching
00:24:13: Consistency and training at Starbucks
00:25:01: Changes in standards of service at Starbucks
00:26:21: Strive for mistake-proofing in services
00:28:48: The challenge of maintaining a high standard in service delivery
00:30:46: Balancing respect for individuals with the need for automation
00:31:51: Necessity of maintaining standards in creative and transactional processes
00:33:53: The importance of pacing and inspection in process
00:35:23: Making room for error identification and correction in a work culture
00:36:48: Dealing with inevitable errors
00:39:31: Avoiding punishment for mistakes
00:40:18: Instances when the work system isn't at fault for mistakes
00:40:31: Need for job rotation and mental freshness
00:41:04: Rushing through work vs. enjoying the process 00:42:37: Exploring the concept of "going slow to go fast" 00:44:06: Discussion on "mistakes" vs "errors" 00:49:22: Context of acknowledging and learning from errors/mistakes 00:52:36: About TKMG Academy, its courses and benefits 00:56:24: How to access the courses and subscriptions available in TKMG Academy 00:57:15: Ending note and future collaboration

[@Jubayer-cy6wy]

Very Nice