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  • Do We Practice What We Preach? Part 2.

    Clinical laboratorians sometimes complain, “Well, they didn’t ask the lab!”  As someone who has held administrative positions outside the laboratory, I noticed very quickly that the lab was not present at the table for many decisions.  Having come from the lab, I was not totally surprised. What really shocked me, however, ...
  • Celebrating Differences

      There are differences all around us: at work, in society, and even in our own family or circle of friends. We tend to focus on the differences a lot. Just look at the news and see how all of societal ills are being blamed on those who are different from us.   This weekend I have been catching up on my reading. I just read ...
  • The Clinical Gap

    There are two types of people in a hospital. Clinical professionals care for the patients, perform diagnostic testing, and make decisions that directly affect the quality of care. Everyone else should be in a crucial supportive role to that primary mission of healing our patients: housekeeping, plant maintenance, dietary, bookkeeping, ...
    Posted to Stepwise Success (Weblog) on November 8, 2013
  • Importance of Effective Onboarding

    A few years ago I was part of a team appointed by a national hospital company to study and make recommendations for staff retention. The organization had a horrendous record for turnover; in fact in some key areas like nursing assistants the turnover rate was 40 percent! Such a high rate was untenable because of its cost to the organization, but ...
  • Do What Helps Your Customers

    With so much customer service happening these days, you’d think it would be better. Its fallibilities are built into our systems. Why do we have to use an “express lane” in supermarkets? Why do we have to pay at the first window and not the second? And why do we have to wait in line, register for lab work, and then wait again? Investopedia ...
    Posted to Stepwise Success (Weblog) on June 26, 2013
  • Run Toward the Roar

    To succeed, seek out change and action. Dr. Emmett Murphy, CEO of the Murphy Leadership Group, teaches a course called “Run towards the roar.” This is a clever play on the tale that prides of lions will sometimes use a specific brand of divide and conquer to capture prey. The older, slower male lions will form a line and roar loudly. The ...
  • Lessons Learned From 'The King's Speech'

    This year's Best Picture winner at the Academy Awards (and nominated for twelve Oscars), was The King’s Speech, the story of King George VI of England who was suddenly forced to ascend the throne when his brother Edward VIII abdicates for love. The king, the father of the current Queen Elizabeth II, and whose nickname was Bertie (Prince Albert) ...
  • Who Causes Poor Morale?

    In a lab of twenty employees, three care enough to pick up the slack, five work hard to yank it away, and twelve just hope another job comes along. Everyone’s frustration is compounded by knowing that people at the top don’t care about them, don’t want them to do well, and don’t listen to what people say in the community. On the list of what ...
    Posted to Stepwise Success (Weblog) on January 26, 2011
  • Share Your Agenda

    Recently, our CEO asked managers to share meeting agenda formats. Are we all using the same one? he wondered. I have a sense the answer is no, or none at all. I attend many meetings without any agenda or with barely an idea of why there’s a meeting at all. It’s hard to imagine a bigger waste of time and money. Ideally, you enter a meeting and ...
    Posted to Stepwise Success (Weblog) on December 29, 2010
  • Doing Your Job

    Amidst ballyhoo at a recent customer service seminar, we shared stories of people in the organization who went the extra mile, put in extra effort, were completely onboard, and otherwise sucked up like a black hole next to a bowl of Rice Krispies. Finally, someone said, ''It isn't enough for people to come to work on time, do their jobs, and go ...
    Posted to Stepwise Success (Weblog) on May 7, 2010
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