The Improvement Nerds Podcast

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

S2 E6 Lean Leadership & People Centered Processes with Katie Anderson

In this episode of Improvement Nerds, we’re joined by Katie Anderson, lean leadership expert and author of Learning to Lead, Leading to Learn. Fresh from her latest study trip to Japan, Katie shares powerful insights on people-centered leadership, continuous improvement, and how strategy deployment connects leaders and frontline teams.

Discover the secrets behind Toyota-inspired practices, the importance of psychological safety, and how to balance technical expertise with transformational leadership. Whether you’re a seasoned Lean Six Sigma practitioner or just starting your improvement journey, this conversation is packed with actionable takeaways!

 

💡 Key Topics Covered:

Lessons from Katie’s Japan study trips
Connecting strategy deployment (Hoshin Kanri) from leaders to the frontline
The critical role of Nemawashi (tilling the soil) in decision-making
Creating psychological safety in high-performing organizations
Developing leadership skills with the Katalyst model

 

📍 Timestamps:
0:00 - Introduction: Lean leadership and Katie Anderson’s Japan study trips
4:00 - People-centered processes: Lessons from Japan and Toyota
8:30 - Hoshin Kanri: How strategy deployment connects leaders to the frontline
14:20 - Nemawashi: Building alignment and support for lasting change
20:10 - Psychological safety: Building trust while achieving results
25:45 - Moving from technical expert to transformational leader
32:10 - Developing influence skills: The Katalyst model
38:00 - Advice for new Lean leaders and practitioners
42:00 - Where to find Katie’s resources: Learning to Lead, Leading to Learn and Chain of Learning podcast

 

🌟 Connect with Katie Anderson:
Website: kbjanderson.com
Book: Learning to Lead, Leading to Learn
Podcast: Chain of Learning

 

🎧 Don’t forget to like, subscribe, and leave a review!

S2 E5: The People Factor: Leveraging Job Relations for Sustainable Change

The People Factor: Leveraging Job Relations for Sustainable Change

 

In this episode of the Improvement Nerd Podcast, we dive into Job Relations (JR)—a cornerstone of Training Within Industry (TWI). April Thomas Schmidt, a TWI expert, shares how JR helps leaders build trust, strengthen relationships, and drive sustainable change within organizations.

 

Learn how Job Relations transforms workplace culture by focusing on people-centered leadership and practical problem-solving techniques. Whether you're tackling resistance to change, improving employee engagement, or looking to create a culture of continuous improvement, this episode is packed with actionable insights to help you succeed.

 

What You'll Learn in This Episode:
✔️ What is Training Within Industry (TWI)?
✔️ The Four Foundations of Good Job Relations
✔️ The Four-Step Problem-Solving Method for Leaders
✔️ How JR Supports Change Management and Continuous Improvement
✔️ Real-world examples of transformation through Job Relations

 

🎙️ About Our Guest:
April Thomas Schmidt is a passionate advocate for unlocking human potential and leveraging relationships to achieve organizational success. With deep expertise in TWI, she helps leaders create thriving, people-focused workplaces.

 

📌 Chapters:
0:00 – Intro to Job Relations and TWI
3:15 – The History of TWI
7:30 – The Foundations of Good Job Relations
12:45 – Overcoming Resistance to Change with JR
18:20 – Real-Life Success Stories from the Workplace
25:40 – Building Trust as a Leadership Skill

 

💡 Subscribe for more insights on leadership, Lean methodologies, and continuous improvement.

👉 Don’t forget to like, comment, and share your thoughts on today’s episode!

 

📣 Keywords for this episode:
Training Within Industry, Job Relations, TWI Explained, Leadership Skills, Continuous Improvement, Lean Six Sigma, Change Management, Employee Engagement, Building Trust in Teams

S2 E4 - Training Within Industry: From World War II to Modern Excellence

S2 E4 - Training Within Industry: From World War II to Modern Excellence

The Timeless Power of TWI: Building High-Performing Teams Through Training Within Industry

In the world of process improvement, few methodologies have stood the test of time like Training Within Industry (TWI). Born out of necessity during World War II, TWI helped the U.S. ramp up production, train a new workforce, and ultimately achieve success in wartime manufacturing. But what makes TWI even more fascinating is its continued relevance in today’s fast-paced, technology-driven world.

In our latest Improvement Nerds podcast episode, we had the privilege of diving into the world of TWI with Mark Warren, a Lean and process improvement expert with decades of experience. Mark not only unpacks the history and structure of TWI but also shows how this methodology can transform organizations by putting people at the heart of improvement. Here’s a glimpse of what we explored.

What Is TWI and Why Does It Matter Today?
At its core, TWI is a training methodology designed to help organizations standardize work, improve processes, and build strong relationships between employees and leaders. Originally developed during World War II, TWI equipped an untrained workforce—many of them women stepping into manufacturing for the first time—to perform highly technical tasks efficiently and safely.

While TWI’s roots are in manufacturing, its principles are universal. Any organization looking to improve its operations, from healthcare to tech, can benefit from adopting TWI.

The Three Pillars of TWI: JI, JM, and JR
TWI consists of three main components, each addressing a specific need in the workplace:

Job Instruction (JI):
JI focuses on standardizing work processes and training employees effectively. By breaking down tasks into clear steps, identifying key points, and explaining the reasons behind them, JI ensures employees understand not just what to do, but why they’re doing it. This approach dramatically shortens training times and reduces quality issues.

Job Methods (JM):
JM is all about improving processes. It teaches leaders to evaluate workflows and identify ways to eliminate waste, reduce cycle times, and boost efficiency. Think of it as industrial engineering simplified, making it accessible to anyone tasked with process improvement.

Job Relations (JR):
Often overlooked, JR addresses the people side of work. It helps leaders resolve conflicts, build trust, and foster positive relationships with their teams. By focusing on clear communication and proactive problem-solving, JR creates a foundation for a healthy, high-performing workplace culture.

Why TWI Still Works in the Modern World
Despite being over 80 years old, TWI’s principles are more relevant than ever. As Mark Warren shared, TWI laid the foundation for Toyota’s production system, which is still celebrated as a gold standard in Lean manufacturing. Today, companies across industries are rediscovering TWI as a way to build leadership, improve training outcomes, and engage their workforce.

One of TWI’s greatest strengths is its human-centered approach. In a world increasingly dominated by automation and AI, TWI reminds us that people remain the heart of any organization. By focusing on clear communication, effective training, and strong relationships, TWI ensures employees feel empowered and equipped to succeed.

Real-World Impact: TWI in Action
Mark shared compelling examples of how TWI has transformed organizations:

Faster Training: Companies using JI have cut training times from weeks to days, enabling new employees to hit the ground running with confidence.

Improved Retention: By providing clear instructions and meaningful training, organizations have reduced turnover and created a more engaged workforce.

Enhanced Productivity: One aerospace company Mark worked with doubled productivity over five years without expanding its physical footprint, simply by integrating TWI principles into its operations.

These results highlight why TWI isn’t just a training program—it’s a leadership and strategy tool that drives sustainable improvement.

How to Get Started with TWI
If you’re intrigued by TWI and want to bring its benefits to your organization, here’s where to start:

Understand Your Needs: Identify the specific challenges you want to address—whether it’s improving training, reducing turnover, or streamlining processes.

Involve Leadership: Successful TWI implementation requires buy-in from top management. Leaders should participate in training and model the behaviors they want to see.

Start with Job Instruction: JI is often the best entry point, as it lays the groundwork for standardizing work and building effective training programs.

Commit to Practice: TWI isn’t a one-and-done initiative. It requires consistent practice and reinforcement to become part of your organizational culture.

There are also excellent resources available, including training guides and historical materials that detail how to implement TWI effectively. Mark Warren has authored several books and guides that can help organizations navigate this journey.

The Takeaway: A Leadership Development Program Disguised as Training

As Mark Warren pointed out, TWI might look like a simple training program, but it’s much more than that. It’s a leadership development program that empowers organizations to improve processes, engage employees, and achieve lasting success.

So whether you’re managing a factory floor, leading a service team, or driving strategic initiatives, TWI has something to offer. By putting people at the center of improvement, it delivers results that stand the test of time.

S2 E3 - Political Savviness and the Workplace with Betsy Jordyn

Key Topics Discussed:

1. The Art of Political Savvy

Office politics is often viewed in a negative light, but as Betsy explains, it’s all about balance and perspective. Politics doesn’t have to be toxic—it can actually foster collaboration and drive initiatives forward. She shares how understanding the balance of power and aligning different departments can fuel positive change.

Betsy offers a deep dive into her work at Disney, showing how she balanced the needs of various departments to create the successful “Basics” initiative that’s now taught globally. This case study highlights how political savvy can lead to innovative results when handled ethically.

2. Good vs. Bad Politics

In the podcast, we break down the difference between good and bad politics. While good politics aligns teams toward common goals, bad politics leads to dysfunction, competition, and, in some cases, toxic environments. Betsy helps us understand the key indicators of both and how to encourage a positive culture that thrives on collaboration.

3. Dealing with Toxic Work Environments

We also tackle the tough subject of workplace toxicity. What happens when politics turn toxic? Betsy shares stories of working in toxic environments and how she maintained her integrity while guiding organizations through tough transitions. Whether you’re leading a team or consulting with a client, this part of the conversation is packed with insights into managing toxicity and staying true to your values.

4. Strategic Framing and Listening

Another key takeaway from the episode is the importance of deep listening and strategic framing. Betsy explains how truly understanding what different stakeholders need—and framing projects accordingly—can be a game-changer. By asking the right questions and listening closely, you can uncover the true goals behind a project and set it up for success.

5. Tools for Success

In the episode, Betsy also introduces her Consulting Toolbox, designed for internal and external consultants to improve their political savvy, manage stakeholder relationships, and navigate challenging environments with confidence. She’s made these tools available to help consultants and leaders thrive in any organizational setting.

Why You Should Listen: This episode is perfect for anyone working in leadership, consulting, or continuous improvement roles. Whether you’re trying to break down silos, manage complex stakeholder relationships, or handle toxic environments, Betsy Jordan provides practical advice and real-world examples that will help you succeed.

You’ll walk away with:

• Strategies for managing office politics ethically and effectively
• Insights into balancing different perspectives for organizational success
• Tips on dealing with toxicity and maintaining your professional integrity
• Real-life stories from transformative projects, including Betsy’s work at Disney

S2 E2 - From Pooh Bear to Process Mapping with Betsy Jordyn

🔍 S2 E2 - From Pooh Bear to Process Mapping: Authenticity in Branding and Improvement | Betsy Jordyn Interview 🎙️

In this insightful episode, branding expert and organizational development (OD) strategist Betsy Jordyn joins us to explore the powerful connection between branding and continuous improvement. Betsy shares her passion for helping individuals and teams express their authentic selves, offering practical tips for branding professionals in process improvement roles. Discover how empathy, political savvy, and relationship-building skills can transform your approach to continuous improvement and drive lasting, impactful change within your organization. 💡

This conversation is packed with actionable advice on how continuous improvement professionals can better position themselves by understanding departmental dynamics, adapting their communication for different audiences, and navigating organizational politics. Whether you're a change agent, consultant, or anyone passionate about improvement, this episode is a must-watch for those looking to boost their influence and effectiveness. 🌟

 

Timestamps:

00:00 Intro: Nerding Out with Betsy Jordyn 

00:23 Betsy’s Journey & Passion for Authentic Branding 

01:16 Authenticity Meets Continuous Improvement 

02:30 Aligning Improvement with Organizational Goals 

03:43 How to Brand & Position Your CI Team 

08:56 Tailoring Language for Various Audiences 

13:14 Tips for Personal & Team Branding Success 

18:21 Navigating Organizational Politics Effectively 

24:55 Conclusion & Contact Info for Betsy Jordyn

 

Don’t forget to like, subscribe, and hit the notification bell to stay updated on the latest episodes from the Improvement Nerds Podcast! 

 

👉 Contact Betsy Jordyn: Betsy Jordyn | Consulting & Coaching Business Mentor

 

🎧 Listen to more episodes: Improvement Nerds Podcast - Hosted by The Green Dot Group

 

Keywords: Branding, Continuous Improvement, Organizational Development, Empathy, Political Savvy, Change Management, Process Improvement, Lean Six Sigma, Authentic Branding, Betsy Jordyn, Improvement Nerds Podcast

S2 E1 - Passing the Torch

Get ready for an exciting comeback as Tom West, the mastermind behind the Improvement Nerds podcast, returns from a well-deserved hiatus to introduce a brand-new co-host, Mark Ryan! In this episode, Tom reflects on the heart and soul of the podcast—bringing together passionate guests to geek out over the tools, techniques, and experiences that drive real improvement.

But that's not all! Tom’s buzzing with excitement about the fresh direction the podcast is taking and the addition of a stellar new team member. Tune in as Tom and Mark share their epic journey of friendship, from Lean Coffee events to their mutual obsession with all things Disney.

Mark dives into his roots in Lean Six Sigma, revealing his transformation from automotive mechanic to improvement science aficionado. He’s thrilled to join the podcast and can’t wait to explore some human-centered improvement topics with you in future episodes.

And here’s the big moment: Tom officially passes the hosting torch to Mark, who’s ready to bring you the same nerdy goodness you love—plus some fresh, exciting content to keep you hooked. This episode is packed with energy, nostalgia, and a promise of great things to come. Don’t miss it!

Bonus Episode - More on Leadership Speech Acts with Mary Andrawis

If you listened to Episode 40, in which Mary Andrawis and I explore the topic, and nerd out a bit about Leadership Speech Acts, you probably sensed that we had a lot more that we wanted to talk about. And you'd be right.

 

In this bonus episode Mary and I revisit Leadership Speech Acts and dive a bit deeper sprinkling in a few complimentary topics such as "Yes, and...", "Loose/Tight", "Power of Choice", and "Assuming Positive Intent".

 

As Mary puts it, "our words can help shape the future if we use them intentionally."

 

To connect with Mary, please refer to the preferred communication channels listed below:

• Website - www.serafinahealth.com
• Email - Mary@serafinahealth.com
• LinkedIn Personal - https://www.linkedin.com/in/mary-andrawis-416a68/
• Twitter - https://twitter.com/MaryAndrawis

Keywords - leadership, leadership speech acts, share a vision, speech act theory

Episode 40 - Leadership Speech Acts with Mary Andrawis of Serafina Health Strategy

In Episode 40, Mary Andrawis and I explore the topic, and nerd out a bit about Leadership Speech Acts. As Mary puts it, "our words can help shape the future if we use them intentionally."

In this Episode we explore the four common speech acts of...

• declarations
• attestations and assessments
• requests and offers
• acknowledgments

This is an episode you will want to listen to again in again.

Mary A. Andrawis, Pharm.D., M.P.H. is Founder and President of Serafina Health Strategy. She has more than 20 years of experience in quality improvement and patient safety, complex program planning, management, and leadership with expertise in medication safety, data analysis, strategic thinking, and regulation interpretation. She founded Serafina Health Strategy in 2020. 

Dr. Andrawis brings unique perspective and a wealth of experience from her training at and leadership of various organizations including CMS; HSAG, the nation's then-largest Quality Improvement Organization (QIO); HRET HIIN, the nation's then-largest Hospital Improvement and Innovation Network (HIIN); the American Hospital Association; the American Society of Health-System Pharmacists, and Johns Hopkins Hospital. 

She received the Pinnacle Award in 2016, the highest award in Pharmacy, for her work with the Partnership for Patients, which resulted in an estimated 87,000 lives saved, 2.1 million fewer patient harms, and $19.8 billion in cost savings. 

Dr. Andrawis has nationally recognized communication skills (both written and verbal) and has several publications on quality measures related to medication-related outcomes. She has also led government negotiations which resulted in more than $100 million in savings to taxpayers. 

Her leadership of a team of nearly 55 individuals achieved substantial results in reductions in patient harm in 1,600 hospitals nationwide. Her collaboration with one hospital system to track and trend rates of adverse drug events and implement interventions resulted in 65.5% reduction in harm over a ten-month period across 35 hospitals.

Dr. Andrawis is a Certified Professional in Healthcare Quality (CPHQ) and proficient in teaching and applying quality improvement tools (including LEAN, Six Sigma, and High Reliability), coaching techniques, facilitation, capturing quality measure data, and creating compelling visual displays to drive sustainable improvements in quality. She is a nationally recognized leader in the field of pharmacy and adverse drug event quality measurement.

She trained in patient safety through Johns Hopkins Hospital’s Pharmacy Administration residency in Baltimore, Maryland, and is a graduate of South Dakota State University College of Pharmacy and the Johns Hopkins Bloomberg School of Public Health. She was born and raised in Brookings, South Dakota. 

To connect with Mary, please refer to the preferred communication channels listed below:

• Website - www.serafinahealth.com
• Email - Mary@serafinahealth.com
• LinkedIn Personal - https://www.linkedin.com/in/mary-andrawis-416a68/
• Twitter - https://twitter.com/MaryAndrawis

Keywords - leadership, leadership speech acts, share a vision, speech act theory