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Leveraging

Episode page with transcript, links, and more: https://leanblog.org/509 My guest for Episode #509 of the Lean Blog Interviews Podcast is Ankit Patel, the founder of My Business Care Team, a BPO company providing services for optometrists, and co-founder with his wife Classic Vision Care, an optometry group in Atlanta. With a strong background in Lean methodology, Ankit has worked as a Lean consultant at Dell and the Cleveland Clinic, driving process improvements and coaching executives. He holds a Master's degree in Positive Organizational Development and a Bachelor's in Industrial Engineering. Recognizing talent acquisition challenges, Ankit partnered with a Filipino team to source skilled, cost-effective staff for various business functions. He now leverages AI for hiring and automation to optimize his optometry practice and BPO services, applying Lean principles to drive efficiency and growth. In this episode, Ankit shares insights from his journey, starting as a lean consultant at Dell and the Cleveland Clinic, and transitioning into optometry, where he focuses on building patient relationships and enhancing processes through lean principles and AI technology. Mark and Ankit discuss the challenges and opportunities of integrating AI in business processes, the importance of positive organizational development, and how appreciative inquiry can drive team alignment and engagement. Ankit also highlights the role of the Entrepreneurial Operating System (EOS) in managing small businesses and improving training and development with AI tools, offering valuable lessons for anyone interested in continuous improvement and innovative approaches in healthcare and beyond. Questions, Notes, and Highlights: What is positive organizational development, and how did you come to study it? How did your experience at Cleveland Clinic influence your involvement in your current business? How do you balance focusing on optometry with the potential to expand into other medical practices? How do you prioritize where to use AI in your processes without falling into the trap of using it because it’s trendy? Can you share an example of improving a process before thinking about automating it with AI? How rapidly is AI technology advancing, and how does that impact your ability to adjust its use in your business? How do you see AI tools facilitating faster PDCA or PDSA cycles in continuous improvement practices? What led you to the positive psychology approach, and how does it differ from traditional organizational development? How do you apply appreciative inquiry in your work, and what impact does it have on team alignment and engagement? Can you discuss the origin and growth of your new business involving AI and BPO for optometry? What role does EOS (Entrepreneurial Operating System) play in managing your business? How do you evaluate the effectiveness of training and development using AI tools? How do you communicate your practice’s focus on building patient relationships in your marketing and branding? The podcast is brought to you by Stiles Associates, the premier executive search firm specializing in the placement of Lean Transformation executives. With a track record of success spanning over 30 years, it's been the trusted partner for the manufacturing, private equity, and healthcare sectors. Learn more: https://leanexecs.com/ This podcast is part of the #LeanCommunicators network: https://leancommunicators.com/ 00:03:10: Origin story of Lean journey: beginnings at Dell 00:03:21: Transition from Dell to Cleveland Clinic 00:08:23: Comparisons between cultures at Dell and Toyota 00:09:57: Ankit's experience working in healthcare at Cleveland Clinic 00:13:39: Applying experiences from healthcare to optometry 00:20:04: Discussing business strategy and attracting patients 00:26:47: Introduction to AI and BPO 00:30:06: Implementation of AI in training development and auditing 00:32:54: Prioritizing automation and AI processes 00:34:51: Using BPO to improve processes before automating 00:36:04: Advancements and potential of AI technology 00:38:35: Discussing service industry use cases 00:39:12: Evaluations and learning 00:39:51: AI tools to support podcasting 00:40:48: AI for generating titles 00:42:37: Discussion on training theory 00:42:49: Introduction to positive organizational development 00:43:58: Differences between traditional and positive problem solving 00:46:06: Choosing a different education path 00:47:09: Context for using positive approach or gap analysis 00:49:23: Introduction to appreciative inquiry 00:51:18: Conclusion and invitation for future exploration