Joining me for Episode #325 of the podcast is Andrea Hardaway, an operational leader and the executive director of the Association for Vocal Disorders. Andrea and I first crossed paths through LinkedIn, seeing what she shares there and vice versa. We also had a chance to visit a hospital together in Florida last year to learn about their Lean improvement work. We have enough professional interests in common, I thought it made sense to record a conversation and share it here with the listeners. Andrea has worked in manufacturing, healthcare, and other parts of the service sector and has seen common themes across industries. This includes the opportunity to better use metrics in a way that resonates with staff and is connected to improvement work, something I’m also very interested in. So, we talk about that and more in this episode.