KaiNexus: Continuous Improvement, Leadership, and More

The blog post This blog summarizes key insights from a comprehensive whitepaper detailing UMass Memorial Health's remarkable transformation journey. When Dr. Eric Dickson stepped into the CEO role at UMass Memorial Health (UMMH) in 2013, he inherited what most would consider an impossible situation. The healthcare system was hemorrhaging money with a record $55 million operating loss, teetering on the edge of defaulting on publicly traded debt, and struggling with poor patient and staff satisfaction scores. Decision-making had ground to a halt, with executive departures leaving leadership gaps throughout the organization. Fast-forward eleven years, and UMMH tells a dramatically different story. One that offers powerful lessons for any organization seeking sustainable transformation through continuous improvement. Here are the key takeaways from their journey:

In this special “Ask Us Anything” episode, Mark Graban and KaiNexus CEO Greg Jacobson answer listener-submitted questions and share candid thoughts on: 🔁 The five habit cues (and how to use them for lasting change) 📚 Books that shape how leaders think and grow—including new takes on familiar topics 🔍 What it really means when a measure becomes a target 🔊 Why audio learning fits modern leadership lifestyles 💡 Trust as the lubricant of continuous improvement—and why that matters now more than ever 📈 What’s coming next at KaiNexus to support improvement at scale This episode blends practical insights, thoughtful reflection, and a little humor—ideal for anyone passionate about continuous improvement, Lean leadership, or building a better workplace culture. 🔗 Learn more: https://www.kainexus.com 📘 Mark’s book: https://www.mistakesbook.com

In this KaiNexus Continuous Improvement webinar, Mark Graban (author, speaker, consultant, and Senior Advisor at KaiNexus) is joined by Tracy O’Rourke (Lean consultant, coach, and co-author of The Problem-Solver’s Toolkit) for a powerful session on:“Leveraging Psychology for Effective Behavioral Change with Process Gemba Walks.”Get slides and moreGemba walks are a cornerstone of Lean and continuous improvement, but too often they fail to create real change. Why? Because simply walking the floor and asking questions isn’t enough. To truly shift behaviors and sustain improvements, leaders need to understand the psychology of how people think, feel, and respond in the workplace.In this webinar, you’ll learn how to:✅ Use psychology to make Gemba walks more effective and engaging✅ Identify behaviors that support or undermine a culture of improvement✅ Encourage employees to speak up without fear, building psychological safety✅ Avoid the pitfalls of Gemba walks that feel like “management by walking around”✅ Reinforce positive change through coaching and structured follow-up✅ Apply practical strategies for habit formation, motivation, and cultural alignmentTracy shares lessons from her work helping organizations implement Lean in healthcare, government, and private industry, while Mark offers insights from his books Lean Hospitals, Measures of Success, and The Mistakes That Make Us. Together, they highlight how blending Lean tools with behavioral science leads to stronger, more sustainable results.Who should watch:Leaders seeking to improve employee engagement and cultureLean practitioners and continuous improvement professionalsManagers frustrated by Gemba walks that don’t “stick”Anyone interested in connecting psychology, leadership, and operational excellenceResources & Links:Learn more about KaiNexus Continuous Improvement SoftwareExplore our full webinar libraryTracy O’Rourke’s resources

Registration link To be presented Sept 30 at 5 pm ET by Tracy O'Rourke. Do you have a painful process, but people don’t seem to want to embrace change to improve it? Does it seem that people are comfortable with the status quo? One of the most powerful Change Management tools you have is…Gemba Walks! Tracy O’Rourke Co-Author "The Problem-Solver's Toolkit" Co-Founder of the Just-in-Time Café Co-Host of the Just-in-Time Café podcast Master Black Belt UC San Diego Instructor Parody Music Video CreatorA process improvement ZEALOT! we’ll explore the psychology behind Gemba Walks specificallyrelated to some of the concepts shared in “Switch” by Chip & Dan Heath andwhy Gemba Walks are a MUST when you need difficult change to be easier

In this episode, Mark Graban reads a recent KaiNexus blog post by Danielle Yoon: “What Makes Employees Actually Participate in Continuous Improvement Programs?” Here is the blog post Employee participation is the heartbeat of any Lean or continuous improvement effort. Without it, even the best strategies stall. Drawing on research by Dr. Shweta Chopra and Jayaruwani Fernando—conducted inside a healthcare organization using the KaiNexus platform—this episode explores what really motivates people to engage with suggestion systems and improvement programs. You’ll learn why performance expectancy (believing the system helps me do my job better) and social influence (seeing peers and leaders participate) are far more powerful drivers of engagement than system usability or resources alone. The findings highlight the importance of feedback loops, visible success stories, and leadership behaviors that create a culture where employees feel heard and valued. Whether you’re leading a Lean transformation, managing a suggestion system, or simply striving to boost engagement in your organization, this research-backed discussion offers practical guidance on how to build momentum and make continuous improvement sustainable.

Read the blog post Summary The continuous improvement model is a systematic approach where organizations constantly implement small, incremental improvements to services, products, and processes. Built on seven core principles, this model enables businesses of any size to reduce waste, increase efficiency, and engage employees in meaningful change that directly supports strategic goals.

Read the blog post You’ve identified inefficiencies. You have a clear roadmap. You know your improvement initiative can move the needle. What's next? You need executive buy-in. One of the most common challenges for CI and OpEx leaders is getting senior leadership to engage, support, and actively champion improvement work. It's not that leaders don't care about the performance of CI and OpEx initiatives, but because of a combination of perception gaps, systemic challenges, and competing priorities. The good news? With the right framing and structure, it's absolutely possible to turn passive approval into active sponsorship. Below, we break down how to earn executive buy-in that translates into cultural and operational impact.

The blog post Manufacturers in the automotive sector face significant pressures today, from rising material costs and supply chain disruptions to the demand for faster production times and stricter regulatory requirements. Achieving continuous quality improvement (CQI) remains critical, as it not only enhances product consistency and drives compliance but also helps manufacturers stay competitive in a market that is constantly evolving. Fortunately, continuous improvement has a long history in automotive manufacturing. Many of the tools and techniques widely used by organizations worldwide were explicitly developed to ensure the quality and efficiency of automotive manufacturing. Toyota was a pioneer of many of the CQI approaches used today. Whether you are using language like CQI, TQM, Lean, TPS, or Lean Six Sigma, these approaches described below still apply. As you might imagine, the benefits of a successful continuous improvement program are significant, including...

Link to the blog post If you’re a CI leader, you’ve likely experienced the paradox: you’re driving improvements across the organization, but your executive team still sees your program as “supporting work” and not strategic work. You may hear positive feedback, even encouragement. But behind closed doors, your program is being measured against a different standard. The good news? The C-suite isn’t intentionally withholding their expectations. They’re just operating with a set of priorities that live in another language. And until your improvement program speaks it, you’ll struggle to get traction, attention, or budget. Here’s what your C-suite actually wants from your improvement work, even if they haven’t explicitly said it, and how you can deliver on those expectations in a way that secures long-term executive support...

A webinar presented by Scott Gauvin, CEO of Macresco Consulting and the Co-founder of the Respect for People Roadmap Video, slides, and more Learning objectives: Scott Gauvin is the CEO of Macresco Consulting and the Co-founder of the Respect for People Roadmap. With 30 years of experience in operations, he has helped organizations around the world and across industries rethink the path to transformation—not just in process, but in mindset. A contributing author to Leading With Compassion: Cultivating Connection from the Inside Out, Scott believes real change happens when organizations bridge the gap between culture and strategy. Right now, he’s focused on helping organizations unlock performance by systematically cultivating the behaviors that make it possible.

Join us for a candid and compelling edition of “Ask the CEO” with Bill Canady, a seasoned global business leader with more than three decades of executive experience. Currently the CEO of Arrowhead Engineered Products and Chairman of OTC Industrial Technologies, Bill has led companies through dramatic growth—scaling OTC to $1B in annual revenue, a 43% increase, while boosting earnings by 78%. In this interactive session, hosted by KaiNexus, Bill will answer YOUR questions about continuous improvement. We’ll be able to explore the intersection of Lean, the 80/20 Principle, and real-world leadership, drawing on Bill’s creation of the Profitable Growth Operating System (PGOS)—a battle-tested framework that empowers teams to make smarter decisions and drive sustainable results. Bill is also the author of the upcoming book, "From Panic to Profit: Uncover Value, Boost Revenue, and Grow Your Business with the 80/20 Principle", launching April 29. He’ll offer a sneak preview and discuss how the 80/20 Institute is tackling Lean, pricing strategy, procurement, and more. Whether you're a CEO, CI leader, or aspiring executive, this is your opportunity to learn directly from someone who’s scaled teams, transformed cultures, and driven real P&L impact—without sacrificing people in the name of productivity. Leave with insights you can use immediately. Bill Canady has been leading companies to profitable growth for over 30 years. Working in a variety of industries and markets focused on industrial as well as consumer products and services, he brings to the table a unique Operating System and uses it in a 100-day campaign to position the company for profitable growth. Combining vision and process, Canady aligns leadership and other critical stakeholders to earn the right to grow and then to claim that right with a 3-to-5-year business plan for targeted, strategic growth. He believes in bringing the right tools to the job and developing strong leaders and management teams to use them. His experience encompasses global public, private, and sponsor-owned firms.

Watch the recording Presented by Lindsey Booty, RN, BS, CNOR, is the Supervisor of Performance Improvement Christopher Thomas, MD, is an Assistant Professor of Clinical Medicine at LSUHSC and Chief Quality Officer LeaAnn Teague, MBA, MT(ASCP), SBB, PMP, is Sr. Director of Performance Improvement from Our Lady of the Lake Regional Medical Center In many hospitals, the process of recording, prioritizing, and addressing safety concerns raised by employees during patient safety rounds is often manual, fragmented, and lacks standardization. To overcome these challenges, Our Lady of the Lake Medical Center implemented KaiNexus to streamline the documentation, tracking, and resolution of safety concerns raised during patient safety rounds, while ensuring that risks are prioritized and addressed in alignment with the SAFER Matrix. In this webinar, you'll learn how Our Lady of the Lake Regional Medical Center leveraged KaiNexus to reinforce a culture where safety is everyone's responsibility. By providing a transparent and efficient system for raising and addressing concerns, team members are empowered to speak up, knowing their input will be heard and acted upon.

In this special preview episode, Mark Graban is joined by Lindsey Booty, Supervisor of Performance Improvement at Our Lady of the Lake Regional Medical Center in Baton Rouge, Louisiana. Register for the webinar Lindsey shares how their team has built a culture of high reliability and accountability by combining weekly patient safety rounding with the powerful capabilities of KaiNexus—including weighted scoring and the SAFER Matrix. You’ll learn how they: Close the loop on safety concerns raised by frontline staff Engage leadership in weekly visibility and action Use technology to drive transparency and accountability Align improvement methodology, leadership behaviors, and digital tools This story is rooted in healthcare but packed with lessons for any industry focused on continuous improvement, safety, and culture change. 🎙️ Want to hear more? Join us for the full webinar on April 15 at 1:00 pm ET: 👉 Register here 📺 Can’t attend live? Register anyway and get access to the recording afterward. #PatientSafety #ContinuousImprovement #KaiNexus #LeanHealthcare #ZeroHarm #AccountabilityCulture #LeadershipDevelopment #ImprovementCulture #LeanLeadership #HighReliability

Read the blog post In this episode, we explore how continuous improvement serves as a key pillar within a broader operational excellence strategy in healthcare. While many organizations strive to enhance quality and efficiency, real progress happens when continuous improvement is not treated as an isolated initiative but as an embedded practice within a structured system. Operational excellence provides the strategy, alignment, and leadership framework necessary to sustain and scale improvement efforts across an organization. A critical factor in achieving operational excellence is leadership commitment. Senior leaders must do more than support improvement initiatives—they must integrate them into the organization’s strategic direction. This requires a shift from traditional command-and-control leadership to a coaching and mentoring approach, where leaders ask the right questions, remove obstacles, and create an environment where continuous improvement becomes a daily habit rather than a series of isolated projects. For continuous improvement efforts to be sustainable, organizations need a well-defined management system. Operational excellence replaces traditional project-based thinking with a structured approach that ensures improvement initiatives are aligned with long-term goals, also known as the organization's "True North." Without this alignment, improvement efforts risk becoming fragmented and disconnected from the larger mission of delivering safe, high-quality, and reliable care. Cultural transformation is another essential element of this journey. Operational excellence recognizes that meaningful change takes time, requiring organizations to "slow down to speed up." Rather than rushing through process changes, healthcare leaders must foster a culture where thoughtful planning and execution lead to lasting improvements. A common vocabulary around improvement efforts also helps ensure clarity, engagement, and a shared understanding among staff, reinforcing the connection between individual contributions and the organization's broader objectives. Prioritization is key to avoiding burnout and ensuring improvement efforts are impactful. Without clear priorities, organizations may scatter their resources across too many initiatives, leading to frustration and a lack of meaningful progress. Operational excellence encourages a focused approach, typically emphasizing three to four high-impact priorities that align with strategic goals and drive breakthrough improvements. Technology also plays a vital role in continuous improvement. Modern improvement platforms help teams collaborate, share data, and measure the health of their improvement culture. Real-time reporting and analytics enable organizations to identify challenges faster and address root causes more effectively, ensuring that improvement efforts lead to measurable and sustainable results. Ultimately, continuous improvement is most effective when embedded within an operational excellence framework. This integration helps healthcare organizations channel the passion of their workforce into practical, long-term solutions that enhance quality, lower costs, and improve patient outcomes. By fostering a culture where continuous progress is part of daily operations, organizations can achieve sustainable success and drive meaningful change for years to come.

Join Mark Graban and Greg Jacobson, CEO & Co-Founder of KaiNexus, as they explore the intersection of continuous improvement, checklist best practices, and the power of habit science. In this engaging episode of the KaiNexus Continuous Improvement Podcast, the duo discusses:Checklist Strategies: How simple cues and error-proofing techniques keep processes on track—whether in a live webinar, office, or remote setting.Habit Science in Action: Practical insights from influential books like Atomic Habits, Tiny Habits, and The Power of Habit that explain how structured routines lead to greater reliability and success.Lean Transformation & Technology: Reflections on the Lean Transformation Summit, the role of technology in driving lean initiatives, and how integrating these concepts can boost both quality and efficiency.Real-World Applications: Anecdotes and lessons learned from diverse industries, emphasizing how a well-designed checklist and a culture that respects continuous improvement can transform both business and personal practices.KaiNexus Innovations: A look at how KaiNexus is breaking records with its upcoming KaiNexus conference and its ongoing commitment to empowering organizations through efficient improvement strategies.Whether you're a lean expert or just beginning your journey in continuous improvement, this conversation offers actionable strategies and thought-provoking ideas to enhance your processes.

Join Mark Graban on the KaiNexus Continuous Improvement podcast as he sits down with Jeff Roussel, KaiNexus’ Chief Revenue Officer, to explore the evolving role of sales, marketing, and leadership in driving continuous improvement and operational excellence within organizations. In This Episode, You’ll Learn: Career Evolution & Leadership:The Importance of Commitment:Building a Business Case for Continuous Improvement:Cultivating a Culture of Improvement:Key Takeaways: Why Listen? Whether you’re a champion of operational excellence or a business leader aiming to align improvement efforts with strategic goals, this conversation offers actionable insights and thoughtful reflections to help you build a more resilient and agile organization. Connect with KaiNexus: Explore the KaiNexus platform and learn how it can enhance your organization’s continuous improvement journey.

Watch the recording Presented by Shawna Forst, Performance Excellence, Quality & Risk Coordinator at MercyOne Newton Medical Center What do physical education teachers and performance excellence professionals have in common? More than you think! This session will feature one former P.E. Teacher's perspective on the similarities between coaching kids and leading quality and improvement efforts in the workplace while also sharing how to leverage KaiNexus to support and encourage those endeavors. In this webinar, you'll learn: Shawna is the Performance Excellence Quality & Risk Coordinator and Lean Healthcare Coach at MercyOne Newton Medical Center. Shawna has been a Lean Healthcare facilitator since January 2007 and has two years of experience as a technician in a cardiac unit. Since then, she has had various roles in Healthcare Quality and Safety. Shawna graduated from Simpson College in 2002 with a Bachelor of Arts in Physical Education and a Coaching Endorsement. In 2010, she became a Certified Professional in Healthcare Quality (CPHQ) and received her LEAN Green Belt certification in 2014. She also received her Masters in Business Administration from Western Governors University in 2018. About the Presenter:Shawna Forst

Register to view the webinar (live or the recording)Welcome to another engaging episode of the KaiNexus Continuous Improvement Podcast, hosted by Mark Graban. In this session, we present a sneak peek into our upcoming webinar featuring Shawna Forst, a former Physical Education teacher turned Process Excellence professional. The webinar, scheduled for March 5th at 1:00 PM Eastern, will explore the fascinating parallels between PE teaching and process improvement in professional settings.Key HighlightsCareer Journey: Gain insights into Shawna's unique career path from physical education to healthcare process improvement.Coaching & Communication: Learn about the importance of adapting coaching and communication styles to different individuals, drawing from Shawna's experiences with sports and behavior disorder children.Lean Methodology: Discover how lean methodologies can be applied to reduce waste and enhance efficiency in various professional environments.Join us for this insightful discussion that promises to offer valuable leadership tips and process excellence strategies, applicable across diverse industries beyond healthcare.Don’t miss out on this valuable opportunity to learn how coaching strategies from the field of physical education can inspire and influence process excellence in the workplace. Register now and be part of the conversation!Prepare to be inspired by Shawna’s journey and the skills that transcend industry boundaries. See you there!

Learn more and register In this engaging episode of the KaiNexus Continuous Improvement Podcast, hostMark Graban welcomesGreg Jacobson, Co-Founder and CEO of KaiNexus, to discuss the much-anticipated KaiNexicon, the company's annual user conference. The conversation not only highlights the logistics and plans for the 2025 KaiNexicon but also dives into the essence of continuous improvement and the unique setup that makes this conference such a valuable experience. Key Discussion Points Introduction to KaiNexicon 2025: Greg Jacobson shares his enthusiasm for the ninth annual KaiNexicon, emphasizing the conference’s goals and its role as a vital gathering for KaiNexus users. Reflections on 2024 and Forecasting for 2025: Greg talks about how closing out the previous year impacts a small team and shares optimism regarding the financial outlook for 2025. Importance and Impact of KaiNexicon: The dialogue explores the significance of KaiNexicon, especially the cultural cross-pollination among industries that attend. Continuous Improvement and Engagement: Both speakers discuss the structured feedback process used to enhance the conference each year, reflecting KaiNexus' commitment to improvement. Unique Features of KaiNexicon: Key aspects such as the SpeedNexus session, as well as interactive opportunities available to users, are highlighted. Product Sneak Peeks and Innovations: Greg shares his passion for product development and how Kinexicon serves as a platform to preview upcoming advancements. Memorable Quotes: Greg Jacobson: "When you start realizing that you’re not copying and pasting even within industry, you can get a really excellent manifestation of what should lean or continuous improvement look like in your organization." Mark Graban: "It’s not the type of event where you sit there passively for the whole time. There are interactive sessions." Greg Jacobson: "At the fundamental core, all businesses are based on revenue, expenses, and people." Tune in next time for more insightful discussions on enhancing continuous improvement efforts.

To view the webinar recording, for slides, and more Presented by Mark Graban Hosted by Linda Vicaro Are you looking for practical ways to eliminate errors and enhance efficiency in your organization? Join us for "Mistake-Proofing in Action: Real-World Examples Across Industries," an insightful webinar showcasing how organizations across healthcare, manufacturing, and service sectors have successfully implemented mistake-proofing techniques. Discover innovative solutions that prevent errors before they occur, improve safety and quality, and save valuable time and resources. Through inspiring case studies and actionable takeaways, you’ll learn how to adapt these proven approaches to your unique challenges. Don’t miss this chance to gain practical tools and insights to drive continuous improvement and operational excellence. Register today and see mistake-proofing in action!