Workshop: Accelerating Customer Value Creation in Healthcare: Greater Focus, Better Metrics

Hosted and facilitated by Jeff Hunter and Mark Graban

Tentative: Orlando, Florida — March 7 and 8, 2019 (or Date TBD)

$599 per person

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Workshop Description:

As the pressure grows for traditional healthcare systems to transform their business model, they are seeking systems and tools that enable them to create meaningful differentiation with customers against competitors. As they try to implement these systems and tools, they are often frustrated by the inability to prioritize and stick to the critical few initiatives that will create unique value for customers, the inability to distinguish real progress through meaningful measurement, and the inability to “fail fast” through rapid learning cycles.

This workshop engages the participants in learning principles and practices that enable them to make critical choices, deploy and evaluate those choices with rapid learning cycles, and measure what matters so they can create real solutions that solve real customer needs. The result is a system for managing value creation, whether it be enterprise-wide strategy or unit-level improvement…all focused on customer value creation. A key aspect of learning and improving an organization’s strategy is learning to distinguish “signal” from “noise” in performance metrics, which allows an organization to focus on systematic improvement.

Attendees will learn and practice through a number of participatory exercises, including the famed “Red Bead Experiment” that teaches important lessons about understanding variation and performance improvement in our metrics.

Learning Objectives:

  • To learn methods for identifying the key issues to be solved for, from a senior management and organizational level to a front-line operating unit level.
  • To apply Plan-Do-Study-Adjust thinking to solving the key issues, whether they are strategic or operational.
  • To learn how to choose the right way to measure what winning looks like, and how you will know if you are really winning.
  • A method for generating hypothetical solutions to key issues, strategic or operational, and setting up the strategy deployment process for rapid experimentation and learning.
  • Measuring progress by separating meaningful information from noise with a method called “Process Behavior Charts”.

Intended Audience:

This workshop is for organizational strategists, senior executives, operational leaders, and central improvement professionals. Individuals and teams are encouraged to attend. 25-30 total attendees.

About the Facilitators:

Jeff Hunter and Mark Graban

Jeff Hunter — President, Jeff Hunter Strategy

Jeff Hunter has extensive experience in healthcare leadership, strategy formulation and strategy deployment. He excels at helping individuals and teams build their capability to manage vision and purpose with strategic agility. His peers respect his ability to analyze and synthesize complex information and ideas; communicate them in clear, understandable, and actionable terms; and facilitate strategic thinking among leadership teams with engaging, visual methods.

Jeff has a special interest in facilitating strategic thinking for “professional organizations” such as healthcare, higher education, and service organizations, as well as not-for-profit community agencies. He is the author of Patient-Centered Strategy: A Learning System for Better Care, published by Catalysis in 2018.

Jeff is on the faculty of Catalysis (formerly the ThedaCare Center for Healthcare Value), and the Donald J. Schneider School of Business and Economics at St. Norbert College. He is also a Strategic Planning Fellow for Sg2, a leading provider of health care intelligence, analytics, and consulting.

From 1991 until his retirement in 2015 he was the Senior Vice President, Strategy and Marketing for ThedaCare, a community-sponsored system of hospitals, physicians, behavioral health services, and home care based in Appleton, Wisconsin. He was primarily responsible for strategic planning, marketing, government relations, philanthropy, and e-health.

Prior to joining ThedaCare in 1991, Mr. Hunter managed the consulting practice for Brim Healthcare in Portland, Oregon.  He began his career in healthcare with Presbyterian/St. Luke’s Medical Center in Denver, Colorado. Mr. Hunter received his B.S. in Economics (summa cum laude) from the University of Detroit and his M.A. in Health Services Administration from the University of Wisconsin-Madison.

Mr. Hunter is actively involved in his community, is a member of the Board of Visitors of the Donald J. Schneider School of Business and Economics at St. Norbert College, and Past President of the Board of Directors of the Boys and Girls Club of the Fox Valley.

Mark Graban — President, Constancy, Inc.

Mark Graban is an internationally-recognized consultant, published author, and professional speaker.

He earned a Bachelor of Science in Industrial Engineering from Northwestern University as well as a Master of Science in Mechanical Engineering and an MBA as a Fellow in the MIT Sloan Leaders for Global Operations Program.

Mark’s latest book is Measures of Success: React Less, Lead Better, Improve More, a management book about using simple, yet practical statistical methods that help leaders at all levels overreact less to their metrics, which frees up time for real, focused, sustainable improvement.

He is also the author of the book Lean Hospitals: Improving Quality, Patient Safety, and Employee Engagement and co-authored Healthcare Kaizen: Engaging Front-Line Staff in Sustainable Continuous Improvements. Both of those books have received the Shingo Research and Professional Publication Award.

Mark is the founder, lead blogger, and podcaster at, started in January 2005. He also consults independently and as a Senior Advisor with the firm Value Capture. He is also a Senior Advisor to the technology and software company KaiNexus and their customers.