The Customer Wanted ONE Person to Blame: Kyle Kumpf

The Customer Wanted ONE Person to Blame: Kyle Kumpf

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My guest for Episode #82 of the My Favorite Mistake podcast is Kyle Kumpf. He has founded a few businesses, has been a consultant, and is currently working in the financial services industry. Kyle has a bachelor's degree in packaging engineering technology from Indiana State University.

Like me, he's been deeply involved in process improvement work (Lean Six Sigma) and his current mission is “ending human suffering as it relates to process in Financial Services.”

In this episode, Kyle talks about his “favorite mistake” involving a time when he “disobeyed one of his personal values” — the customer wanted someONE to blame, and he wrote up an employee. Why did he regret this action and how did he realize it was a mistake? We talk about that, mistakes related to his passion of playing golf, and more.

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Automated Transcript (Likely Contains Mistakes)

Mark Graban is an internationally-recognized consultant, author, and professional speaker who has worked in healthcare, manufacturing, and startups. His latest book is Measures of Success: React Less, Lead Better, Improve More. He is author of the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, as well as The Executive Guide to Healthcare Kaizen. He also published the anthology Practicing Lean that benefits the Louise H. Batz Patient Safety Foundation, where Mark is a board member. Mark is also a Senior Advisor to the technology company KaiNexus. He is also a Senior Advisor and Director of Strategic Marketing with the healthcare advisory firm, Value Capture.