Dr. Len Berry has studied many organizations in his illustrious career. From airlines to manufacturers to healthcare, he has identified what makes organizations great. His book The Soul of Service is one of the most thoughful books ever written on how to deliver world class service in any industry.
Recently I had the priveledge of co-authoring an article with Dr. Berry entitled "The Promise of Lean in Healthcare". This article describes the principles of lean healthcare which Dr. Berry learned when he spent a month at Thedacare.
I highly recommend listening to this thoughful conversation between Mark Graban and Professor Berry.