The Improvement Nerds Podcast

S2 E16 - Tom West & Mark Ryan - Visual Management That Actually Works - Our Disney Experience

S2 E16 - Tom West & Mark Ryan - Visual Management That Actually Works - Our Disney Experience

🎙️ Episode Description: 

Visual Management - From Strategy Development to Ride Lines at Disney 

In this episode of The Improvement Nerds Podcast, Tom and Mark go full nerd on one of their favorite Lean topics: visual management — and then take that lens all the way to Disneyland.

We start by unpacking why effective visual management is more than hanging a board on the wall. At its best, visual management creates a true line of sight between strategy and the work, making goals, problems, and progress visible and actionable for frontline teams, leaders, and executives alike.

From there, we take Lean out into the wild. While walking the park at Disneyland, we observe visual management in action — from wait-time boards and queue design to ticketing, security flow, parade setup, and even pin trading. Along the way, we uncover real-world examples of PDCA, Little’s Law, flow, and customer experience design hiding in plain sight.

If you’ve ever looked at a wall of charts and post-its and wondered “Is this actually helping anyone?”
Or stood in a theme park line thinking “This flow could be so much better,”
this episode is for you.

So pull up a chair, eavesdrop on the conversation already in progress, and join us as we wage war on bad process.

⏱️ Episode Timestamps

00:00 – Intro
Why visual management is more than a board on the wall

02:10 – What Visual Management Is Really For
Creating true line of sight between strategy and frontline work

06:15 – When Visual Boards Fail
How boards turn into clutter, noise, and decoration

10:45 – Designing Visuals That Get Used
Clarity, flow, and information people can act on

15:30 – Taking Lean Thinking to Disneyland
Why a theme park reveals powerful process lessons

18:40 – Wait Time Boards vs. Queue Distractions
Separating critical information from entertainment

22:55 – Arrival, Ticketing, and Security Flow
Where visual management could reduce confusion and anxiety

27:30 – Movement, Flow, and Perceived Wait Time
Why moving makes waits feel shorter

31:20 – Little’s Law in the Wild
Estimating wait times through flow and capacity

35:45 – Could AI Improve Wait Time Accuracy?
Exploring real-time data and flow visibility

39:50 – Pin Trading as PDCA
How a cardboard box became a strategy experiment

46:10 – Strategy Through Small Steps
Why iteration beats big-bang execution

51:30 – Visual Management During the Parade
Tape, signals, standard work, and crowd flow

56:45 – Learning to See Everywhere
Why Lean makes you more curious — even on vacation

1:00:30 – What Disney Really Sells
Experience, escapism, and customer value

1:04:45 – Measuring Happiness
Active vs. passive voice of the customer

1:08:20 – Final Reflections
How visuals shape behavior, flow, and experience

1:10:15 – Outro
Key takeaways and closing thoughts

 

If you enjoyed this episode:

👍 Like and subscribe for more Improvement Nerd content

⭐ Leave us a review to help other nerds find the show

🔄 Share this episode with a colleague who loves Lean or process improvement

💬 Drop us a note with examples of visual management you’ve spotted out in the wild

And as always — remember to leave your processes better than you found them.

 

#LeanThinking
#VisualManagement
#ContinuousImprovement
#ProcessImprovement
#OperationalExcellence
#CustomerExperience
#Disneyland
#GuestExperience

S2 E15 - Jim Benson - Beyond the Board - Making Work More Human

📖 Description

In this episode of the Improvement Nerds Podcast, host Mark Ryan welcomes back Jim Benson, creator of Personal Kanban and co-author of The Collaboration Equation.

If you caught their first conversation, you know it was a deep dive into how visualizing work and limiting WIP can transform not just productivity—but how we think and feel about our work. In this follow-up, Jim and Mark go beyond the board, exploring what it truly means to make work more human.

Together they discuss how to connect strategy to action, align teams across levels, and navigate change through respect, visualization, and collaboration. From Kanban to Obeya, from X-Matrices to leadership maturity, this is an episode for every improvement nerd who believes that better processes start with better people.

So grab your notebook and join us as we wage war on bad process—and remember to leave your processes better than you found them.

🕒 Episode Timestamps

00:00 – Intro
Mark welcomes Jim Benson back to the show and recaps their first conversation on Personal Kanban.

02:15 – What Is Personal Kanban?
Jim breaks down the two rules—visualize your work and limit WIP—and how they lead to focus and flow.

07:30 – Cognitive Overload & the Zeigarnik Effect
How unfinished work clutters the mind—and why managing flow frees creative energy.

10:40 – Visualizing the Work Ahead
Why real-time visual systems like A3s, heat maps, and obeyas matter in a rapidly changing world.

15:50 – Obeya Explained
The “war room” concept that connects strategy to frontline work—and brings teams together in real time.

22:10 – From Goals to Tactics
Mark and Jim explore how GOST frameworks and X-Matrices help leaders see alignment across all levels.

29:45 – Flattening Power Distance
How transparency builds trust and shifts executive conversations from reporting to real collaboration.

35:20 – Coaching Through Complexity
Why maturity isn’t linear—and how great teams rebound, learn, and grow together.

47:00 – Lessons from Turner Construction
A real-world case of leadership buy-in, respect for people, and small experiments that scale big change.

55:20 – Respect for People as the Foundation of Lean
Why empathy and continuous improvement must coexist for real results.

59:45 – The Future of Lean and Agile
What’s next for improvement as organizations shift, regress, and evolve.

1:06:10 – The Recipe Book Metaphor
How blending frameworks—Lean, Agile, Six Sigma—creates better outcomes than rigid adherence.

1:10:25 – Navigating Power and ROI
Jim’s advice to CI professionals on communicating value and protecting the craft.

1:17:15 – Staying Connected and Waging War on Bad Process
Why the improvement community must stay united, adaptive, and people-focused.

1:21:00 – Outro
Mark closes the conversation with a reminder: Keep improving, keep learning, keep nerding out, and remember to leave your processes better than you found them.

💡 Key Takeaways

Visualization turns chaos into clarity.

The best systems evolve around people, not the other way around.

Maturity isn’t a destination—it’s the ability to adapt.

Respect and curiosity drive sustainable improvement.

True value is shown through engagement, not just metrics.

🔗 Connect with Jim Benson

🌐 modusinstitute.com

💼 Jim Benson on LinkedIn

📰 humaneWork.substack.com

 

Tags:

PersonalKanban, Kanban, Lean, LeanSixSigma, Obeya, VisualManagement, ContinuousImprovement, OperationalExcellence, Agile, StrategyDeployment, HoshinKanri, XMATRIX, Flow, WIPLimits, SystemsThinking, PsychologicalSafety, ChangeManagement, ProjectManagement, WorkDesign, MakeWorkMoreHuman

S2 E14 - Jim Benson - Make Work Visible, Make Work Better

Title: S2 E14 - Jim Benson - Make Work Visible, Make Work Better

Subtitle: Kanban and Lean Coffee to replace chaos with clarity

Description:
Jim Benson—co-creator of Personal Kanban, Shingo Prize winner, and co-founder of Lean Coffee—joins Mark to unpack how visual management and WIP limits reduce overload and create humane, effective teamwork. We trace the origins of Kanban for knowledge work, why “Done” should become “Learn,” and how a Seattle café experiment turned into a global pattern for better conversations and decisions.

Chapters
00:00 Intro — why “make work visible” matters
01:05 Meet Jim Benson (Personal Kanban, Shingo Prize, Lean Coffee)
03:10 Punk rock → systems thinking → urban planning
05:25 Early real-time traffic/ITS and proto-Agile roots
07:40 When iterations weren’t fast enough: Kanban emerges
10:30 The pub napkin story & early knowledge-work Kanban
13:50 Personal Kanban: visibility for humans (not just tools)
16:45 Options → Doing → Done (and why “Done” should become “Learn”)
20:20 Columns, states, collaboration rules, and where work gets stuck
22:55 Why we limit WIP: flow vs. flood & cognitive load
26:20 Social debt, decision latency, and finishing with quality
30:00 PDCA on the board: Plan / Do / Study / Adjust in practice
33:15 Trello/Asana analogies and practical board setups
35:40 WIP slots/lanes and right-sized work
38:30 Human-centered Kanban and healthier team dynamics
41:10 The Lean Coffee origin story (Seattle café → worldwide)
45:00 Mechanics that matter: voting, timeboxes, continue/stop
48:05 Leveling power distance and creating equitable meetings
52:10 Using Lean Coffee for better leadership/team meetings
55:45 Kaizen Camp & Riot Games: from stuck to momentum
01:00:30 Community impact stories; what to try on Monday
01:04:30 Closing & how to stay connected

Episode Highlights

Visual management changes conversations—not just throughput

WIP limits as guardrails against overload, rework, and hidden social costs

Turning “Done” → “Learn” to make continuous improvement continuous

Lean Coffee: simple rules that create equitable, productive discussions

Guest
Jim Benson — Co-creator of Personal Kanban; co-founder of Lean Coffee; co-founder, Modus Institute; Shingo Prize winner.

#PersonalKanban #LeanCoffee #Lean #ContinuousImprovement #VisualManagement #WIP #Flow #Agile #ImprovementNerds

S2 E13 - Mark Graban - Nerding Out on a Wide Range of Improvement Topics

Mark Graban - A Wide-Ranging Nerd Out with Mark Graban

Welcome back to the Improvement Nerds Podcast!

In this episode, we nerd out with Mark Graban—award-winning author, consultant, speaker, and senior advisor to KaiNexus. Mark has dedicated his career to showing the world that Lean isn’t confined to factory walls. He’s the author of Lean Hospitals, Healthcare Kaizen, Measures of Success, and most recently The Mistakes That Make Us.

Mark also hosts two long-running podcasts: Lean Blog Interviews (now in its 20th year!) and My Favorite Mistake, a storytelling favorite exploring how learning from failure drives growth.

In our conversation, we cover:

How Lean thinking found its way from factories to hospitals

Why reacting less can actually make leaders more effective

How psychological safety transforms improvement cultures

The mistakes that truly make us stronger

Why site visits, Japan study trips, and continuous curiosity fuel lasting improvement

Whether you’re in healthcare, manufacturing, or just looking to sharpen your improvement mindset, this episode is packed with stories, lessons, and practical takeaways.

👉 If you’ve ever heard “that won’t work here,” this conversation is your counter-example.

Timestamps

0:00 – Intro & catching up with Mark Graban
3:45 – Mark’s early career in manufacturing (GM, Dell, Honeywell)
9:20 – Transitioning Lean principles into healthcare
15:05 – The early days of Lean Hospitals & publishing Lean Hospitals
23:30 – The role of laboratories in Lean healthcare adoption
30:55 – Resistance to Lean in healthcare: “Patients aren’t cars”
37:10 – From Healthcare Kaizen to engaging frontline staff
44:40 – Measures of Success and Process Behavior Charts
54:15 – Why reacting less helps leaders lead better
1:02:20 – The “poop emoji” story and why dashboards mislead
1:11:05 – The power of psychological safety in improvement
1:20:15 – The Mistakes That Make Us and learning from failure
1:32:40 – Lessons from Toyota and Japan study trips
1:41:15 – What’s next for Mark Graban
1:44:30 – Where to find Mark online
1:46:00 – Wrap-up and key takeaways

 

#LeanThinking #LeanSixSigma #ContinuousImprovement #Kaizen #LeanHealthcare #MarkGraban #ImprovementNerdsPodcast #TheMistakesThatMakeUs #MeasuresOfSuccess #LeanHospitals #HealthcareKaizen #PsychologicalSafety #Deming #ProcessBehaviorCharts #LeanCulture #MyFavoriteMistake #LeanBlogInterviews #KaiNexus #ToyotaProductionSystem #LeanJapanTrip

S2 E12 - Rebecca Ellis - Putting the Fun in Fungibility

Title: S2 E12 - Rebecca Ellis - Putting the FUN in Fungibility, Beyond Cross-Training: The Nerdy Truth About Fungibility

🎧 Description:
What if your org chart wasn't a cage, but a launchpad? In this episode of the Improvement Nerds Podcast, host Mark Ryan sits down with Dr. Rebecca Ellis—organizational design expert and Principal at AlignOrg Solutions—to unpack the concept of fungibility in modern workforce strategy.

Dr. Ellis brings over 20 years of experience in healthcare, manufacturing, and finance to this deep dive on how flexible, compatibility-driven teams can boost employee engagement, agility, and innovation. From breaking down silos to creating systems that empower individuals to grow and pivot, this episode is packed with insight for leaders, HR pros, and CI nerds alike.

If you're rethinking job roles, exploring agile org structures, or just tired of talent being trapped in fixed boxes, this one's for you. As always, we’re waging war on bad processes—so buckle up and get ready to nerd out.

📌 Timestamps:
00:00 – Intro: Waging War on Bad Process
01:20 – What is fungibility, really?
04:32 – Job descriptions vs. capability-based hiring
08:45 – Beyond cross-training: true talent portability
11:40 – Why fungibility matters in today’s workforce
14:20 – Generational shifts and the gig mindset
17:15 – Case study: Engineers & R&D silos
22:00 – The mindset and traits behind fungible talent
26:30 – Leadership challenges: resource hoarding vs. talent sharing
30:00 – Cultural blockers and breaking rigid role identities
34:10 – Fungibility’s impact on continuous improvement and burnout
38:00 – CI teams: tips for building fungible bench strength
41:55 – Piloting fungibility: All-in or all-out?
45:10 – Governance and avoiding chaos in flexible teams
48:40 – Strategic alignment: fungibility in agile & digital transformations
52:30 – Fractional work, rotations, and breeding future execs
56:50 – HRIS, AI, and internal talent marketplaces
1:01:30 – Big org vs. small org: Is fungibility scalable?
1:03:40 – Final advice: Shift the mindset, not just the model
1:05:00 – Where to find Dr. Ellis & closing remarks

🔗 Guest Info:
Dr. Rebecca Ellis
📍 Website: https://alignorg.com
📍 LinkedIn: https://www.linkedin.com/in/rebecca-ellis-phd-ccmp/

 

#Fungibility #OrganizationalDesign #TalentMobility #ContinuousImprovement #AgileWorkforce #LeadershipDevelopment #HRStrategy #EmployeeEngagement #ImprovementNerds #LeanThinking #InternalMobility #ChangeLeadership #PodcastForLeaders #ProcessImprovement #FutureOfWork #HR 

S2 E11 - Laura Hayes - Making Accountability Make Sense

In this episode of the Improvement Nerds Podcast, host Mark Ryan sits down with leadership coach and founder of Ground Rules Coaching, Laura Hayes, to unpack what real accountability looks like—and why it’s often misunderstood. From toxic blame culture to practical tools that drive responsibility, Laura helps us reframe accountability as a path to empowerment, not punishment.

With certifications in Gallup StrengthsFinders, DiSC, Enneagram, The Five Behaviors, and Empathy Training, Laura brings a wealth of insight and heart to the conversation. Whether you’re a team leader, executive, or just trying to show up better at work, this episode is packed with actionable wisdom.

🔗 Laura’s Website: https://groundrulescoaching.com

⏱️ Timestamps
00:00 – Welcome & Introductions
02:24 – What accountability isn’t (and why people resist it)
06:55 – How to create a psychologically safe environment for real accountability
11:33 – The difference between expectations and agreements
16:50 – Addressing underperformance without shame
21:12 – The “Accountability Ladder” framework
27:45 – Tools to coach your team into ownership
34:10 – How empathy plays a key role in leadership
39:20 – Laura’s favorite client stories and breakthroughs
44:02 – Leadership self-awareness: where it starts
47:18 – Final thoughts and how to connect with Laura

🧠 Key Themes:

Redefining accountability

Tools for effective coaching conversations

Creating agreements over assigning blame

Why self-awareness is leadership’s secret weapon

#ImprovementNerds #LeadershipDevelopment #Accountability #TeamCulture #ContinuousImprovement #LeanThinking #ProfessionalGrowth #GroundRulesCoaching #LauraHayes #ManagementTips #LeadershipPodcast #EmpathyInLeadership #PsychologicalSafety #PersonalGrowth #WorkplaceWellness

S2_E10 - Chris Hayes - Wired for Excellence, Brain Science to Improve Culture & Change

🎧 Podcast Title: Wired for Excellence: The Neuroscience of Change with Chris Hayes
🎙️ Guest: Chris Hayes, Author of Wired for Excellence

🔍 Episode Description:
Don’t miss this fascinating deep dive into the brain science behind organizational change. In this episode of the Improvement Nerds Podcast, host Mark Ryan sits down with Chris Hayes, leadership expert and author of the upcoming book Wired for Excellence, to explore how neuroscience can help us lead better, think clearer, and build cultures that thrive.

Chris explains how our brain’s threat and reward systems, including the amygdala and prefrontal cortex, influence everything from team performance to psychological safety. You’ll learn how leaders can use this knowledge to create environments that reduce resistance, increase engagement, and foster excellence at every level.

Whether you're in Lean, Agile, Six Sigma, HR, healthcare, or education, this conversation will equip you with powerful new ways to lead through complexity and connect with your people.

⏱️ Timestamps:
00:00 – Intro: Why Neuroscience Matters in Change Work
02:45 – Meet Chris Hayes and Wired for Excellence
06:18 – What Happens in the Brain During Change
10:32 – The Role of the Amygdala and Threat Response
14:50 – Prefrontal Cortex: The Seat of Executive Function
19:43 – Psychological Safety and Cognitive Overload
24:17 – Brain-Smart Strategies for Leading Change
30:10 – Applications in Healthcare, Business, and Beyond
36:22 – How to Design with the Brain in Mind
42:40 – Final Reflections and a Preview of Chris’s Book
45:15 – Outro and Resources

📚 Resources & Links:

Connect with Chris Hayes: chayes@getimpacts.com

Hosted by Mark Ryan of The Green Dot Group

📢 Don’t Forget to Subscribe & Share
If this episode sparked ideas or gave you an “aha” moment, hit subscribe, leave a review, and share it with your team or fellow improvement nerds.

🔖 Hashtags 
#WiredForExcellence #NeuroscienceOfChange #OrganizationalExcellence #LeadershipDevelopment #ChangeLeadership #BrainBasedLeadership #ImprovementNerds #ChrisHayes #ProcessImprovement #LeanLeadership #PsychologicalSafety #ContinuousImprovement #ChangeManagement #NeuroscienceAndLeadership

S2 E9 - Leadership, Bandwidth, and the Brutal Truth About Strategy Execution - featuring: Karen Martin

S2  E9 - Leadership, Bandwidth, and the Brutal Truth About Strategy Execution - featuring: Karen Martin

🎙️ Episode Description:

In this episode of Improvement Nerds, we’re joined by renowned improvement expert Karen Martin to dive deep into what really makes strategy deployment work. Forget the pretty posters and endless dashboards—Karen shares hard-earned lessons about how real strategy gets deployed: through leadership habits, managing bandwidth, and building momentum with early wins.
Whether you're new to strategic planning or looking to sharpen your deployment approach, this conversation is packed with actionable insights, real talk, and the kind of "tough love" coaching that leaders need to succeed.

Tune in if you’re ready to stop drowning in projects, fix what’s painful first, and finally make your improvement plans stick.

👉 Don't forget to subscribe and leave a review if you enjoy the show!

📍 Topics and Timestamps:

00:00 - Introduction to Strategy Deployment
02:30 - Why Starting with "Fix the Pain" Builds Early Momentum
06:45 - Connecting Improvement Efforts to Organizational Strategy Over Time
11:20 - How to Tell if Strategy Deployment is Actually Sticking
15:00 - The Discipline of Managing the Strategy Deployment Plan
21:10 - Why Most Organizations Need Bi-Weekly Check-Ins
26:00 - The Game-Changing Power of an "Extra Effort Inventory"
32:30 - Facing the Brutal Truth About Bandwidth and Capacity
38:00 - Leadership Habits That Make or Break Deployment Success
44:20 - Final Thoughts: Being Honest About Priorities and Change Capacity

#StrategyDeployment
#StrategicPlanning
#ImprovementCulture
#LeanThinking
#LeadershipDevelopment
#OrganizationalChange
#KarenMartin
#ImprovementNerds
#DeployStrategy
#OrganizationalBandwidth
#ContinuousImprovement

#BusinessStrategy
#ProcessImprovement
#ChangeManagement
#LeanSixSigma
#LeadershipTips

S2 E8 - Smart Processes, Smarter Tech: Leaning Into AI with Justin Fischgrund

📈In this episode of Improvement Nerds, Mark Ryan sits down with Justin Fischgrund—Lean Six Sigma Master Black Belt, engineer, professor, and patent-holding innovator—to explore where Lean thinking and artificial intelligence collide.

They dig into how AI can complement, not replace, Lean Six Sigma; the importance of data strategy; and how improvement professionals can stay relevant in a tech-driven world. From SIPOC and DMAIC to ChatGPT and predictive analytics, this episode is packed with practical insights, cautionary tales, and some laughs along the way.

Whether you're an AI rookie or a process pro, this conversation will leave you thinking differently about how people, process, and technology can thrive together. 🎙️

#LeanSixSigma #ProcessImprovement #ArtificialIntelligence #LeanAI #DMAIC #ContinuousImprovement #ImprovementNerds

S2 E7 - Nerding Out About Nuggets with David Reid at Chick-fil-A

Chick-fil-A’s Secret to Efficiency: How They Master Process Improvement | Featuring David Reid

🚀 Ever wondered how Chick-fil-A moves so fast while delivering top-tier customer service? In this episode of the Improvement Nerds Podcast, we sit down with David Reid, Director of Industrial and Systems Engineering at Chick-fil-A, to uncover the process improvement, Lean strategies, and customer-first culture that make Chick-fil-A an industry leader.

🎧 Listen in as we cover:
✅ How Chick-fil-A trains 200,000+ employees for service excellence
✅ The secret behind their lightning-fast drive-thru operations
✅ Why process improvement is embedded in their culture
✅ Behind-the-scenes at Chick-fil-A’s Hatch Innovation Lab
✅ Lessons in Lean Six Sigma & continuous improvement

📌 Timestamps for Easy Navigation:
00:00 – Welcome to the Improvement Nerds Podcast!
01:12 – Chick-fil-A’s approach to customer service & empathy training
05:38 – How drive-thru efficiency is optimized for speed & accuracy
10:15 – The Second Mile Service philosophy—what sets Chick-fil-A apart
15:30 – How Chick-fil-A trains young employees in process improvement
20:45 – Lean Six Sigma at Chick-fil-A: Is it really Lean?
25:18 – The Hatch Innovation Lab: Where new ideas come to life
30:50 – Real-world process improvement success stories from the team
35:22 – Why Chick-fil-A turned down a $30M cost-saving idea
40:10 – The future of data, automation, and IoT at Chick-fil-A
45:33 – David’s favorite Chick-fil-A order 🍗

🔥 Don’t miss this behind-the-scenes look at how Chick-fil-A blends process excellence with customer satisfaction!

📢 Like, subscribe, and comment if you love learning about Lean Six Sigma, process improvement, and business innovation!

🎙️ Listen on Apple Podcasts, Spotify, & More: https://linktr.ee/improvementnerdspodcast

📩 Stay Updated: Subscribe for more insights on continuous improvement & Lean thinking

#ChickFilA #ProcessImprovement #LeanSixSigma #ContinuousImprovement #BusinessInnovation #CustomerExperience #LeanThinking #Efficiency #HatchInnovationLab #ImprovementNerdsPodcast #FastFoodIndustry