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Customer Journey Map Customer journey mapping (or journey mapping) is a visual story of how your customers interact with and experience your products, processes, and services.The customer journey map is a visual map that illustrates the customers’ ...

Episode 40 Leadership Speech Acts Do you know what Leadership Speech Acts are? I didn’t either. But now that I know what they are, you can bet I will be more intentional in using my words to shape the future. Huge thanks to Mary Andrawis......

Episode 39 Hire By Design In Episode 39, I have the great privilege of nerding out with the bestselling author, Jodi Brandstetter as we discuss how the improvement method, Design Thinking can be applied to HR –  helping to identify, recruit, o...

Elevator Speech A common framework for helping to articulate why a project is important and what success looks like is to use an Elevator Speech, or Pitch. An Elevator Speech is a short, persuasive speech you use to introduce yourself, your project, ...

Episode 38 Becoming an Improvement Nerd Generalist In Episode 38, AJ Hobbs and I discuss the multiple ways an belt can add value to an organization. During our conversation we discuss the advantages of becoming a generalist when it comes to improveme...

Design Sprint A common framework for applying Design Thinking to solve a problem is use of a Design Sprint.  The Design Sprint seeks to solve big problems in a rapid fashion, over a week’s timeline, using Design Thinking tools. The primary foc...

Episode 37 Process Mapping at the Speed of Conversation In Episode 37, I get to nerd out with Craig Willis about the importance of process mapping. Craig’s goal is to make process mapping and analysis easy and accessible so that anyone can do i...

Hosting Effective Meetings Meetings are an important part of the organization’s ability to share information, build consensus, and making decisions. To get started on improving your organization’s meetings, check out the provided resource...

5 Whys The 5 Whys exercise helps project teams to identify the root cause issue(s) of a specific problem by repeating the question “Why?” until the underlying root cause issue or issues are identified. As the exercise is performed, the Belt will ...

Process Mapping Process mapping is the activity of documenting and visualizing the process steps taken to create/deliver the organization’s products and services to its customers. Process maps are useful for many reasons. Process maps help mana...

Forms of Waste The concept of waste is important to understand for a variety of reasons. Waste is the inefficiencies that exist within a process. Waste consumes valuable resources, and in most cases, it goes unnoticed Henry Ford and other improvement...

SMART Aim Statement The SMART Aim Statement helps the project team to articulate the project’s goal. The acronym SMART stands for specific, measurable, attainable, relevant, and time-bound. Need help completing your SMART Aim Statement? Schedul...