Garrett Ervin, Author at Business RadioX ® Page

Episode 69: Calvin Williams’ Service Delivery Process

November 4, 2019 by Garrett Ervin

Business Infrastructure

Episode 69: Calvin Williams’ Service Delivery Process

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Calvin Williams, Jr. is on a mission. He believes wealth management services should be accessible to everyone, not just the uber-rich. As such, he started Freeman Capital – an award-winning FinTech company with rapid expansion goals and high visibility. In this episode, Calvin details the service delivery process he implements to maintain a positive customer experience while managing a 100% remote team. He also shares the different technologies he leverages to keep it all together.

Special Guest: Calvin Williams, Jr., Founder & CEO – Freeman Capital

Location: Charlotte, NC USA

Show Notes:

Behind the Façade: How to Structure Company Operations for Sustainable Success: book by Alicia Butler Pierre. Ch.6 features the service delivery blueprint Calvin referenced during interview.
Building a StoryBrand: Clarify Your Message So Customers Will Listen: book by Donald Miller.
Secret Service: Hidden Systems that Deliver Unforgettable Customer Service: book by John R. DiJulius III
Trello: a visual, kanban-style project management tool that facilitates task tracking.
Slack: an app that facilitates real-time/on-the-go communication and efficient teamwork; particularly useful for remote teams.
Zoom: a web-based tool that offers audio and video recording of webinars, conference calls, presentations, meetings and more. Also includes screen sharing for enhanced collaboration.
MS Excel: design and track the stages of your service delivery process with a spreadsheet.
Google Sheets: collaborate in real-time on the progress of your service delivery process.
Zapier: a middleware tool that connects your apps and software so that data connects and flows as seamlessly as possible to enhance process productivity and efficiency.
Loom: video recording software that can bring your whiteboarding or other demonstrations to life with your virtual team.

LEADER DIALOGUE: David Gifford with American Health Care Association (AHCA)

November 1, 2019 by Garrett Ervin

Gwinnett Studio

LEADER DIALOGUE: David Gifford with American Health Care Association (AHCA)

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Hosts Ben Sawyer, Lisa Counsell and Duffie Dixon interview David Gifford, MD, MPH, the Senior Vice President of Quality and Regulatory Affairs at the American Health Care Association, the largest association in the country representing long term and post-acute care facilities.

Topics discussed include:

Evolution of the Baldrige: Which will include David’s background and stewardship of this national treasure.
Comparative results: What the research demonstrates when comparing Baldrige National award winners to their peers regardless of economic environment.
Performance excellence challenges in the Age of Consumerism: Understanding why customer loyalty is won on the battlefield of customer experience, and how to leverage the Baldrige performance excellence principles to accelerate short term gains, and hardwire a cultural transformation, creating a sustainable competitive advantage.

David Gifford/American Health Care Association (AHCA)

David Gifford, MD, MPH, is the Senior Vice President of Quality and Regulatory Affairs at the American Health Care Association, the largest association in the country representing long term and post-acute care facilities. He helped create the department which assists providers in their quality improvement efforts and works with Administration officials on regulations and policies impacting the profession. Dr. Gifford also serves on the Board of the Advancing Excellence in America’s Nursing Homes campaign and the Baldrige Foundation Board.

He is a former Director of the Rhode Island State Department of Health, where he received the National Governor’s award for Distinguished Service Award for State Officials and was a semi-finalist for the Harvard Kennedy School of Government Innovations in Government award for work on the nursing home survey process.

Prior to that, he served as Chief Medical Officer for Quality Partners of Rhode Island where he directed CMS’ national nursing home-based quality improvement effort. He received his medical degree from Case Western Reserve University and conducted his geriatric fellowship at UCLA where he also earned his Master’s in Public Health in Epidemiology.

About SOAR Vision Group

The SOAR Vision Group mission is to: Align People with Purpose to Achieve Exceptional Results. SOAR provides best practice strategy execution, business process optimization services, and a structured organizational development approach for organizations to effectively implement the Baldrige Performance Excellence framework. For more information, contact SOAR Vision Group at (888) 294-3303 or visit soarvisiongroup.com.

About the Baldrige Foundation

The mission of the Baldrige Foundation is to ensure the long-term financial growth and viability of the Baldrige Performance Excellence Program, and to support organizational performance excellence in the United States and throughout the world. The Malcolm Baldrige National Quality Award is presented annually by the United States President to organizations that demonstrate quality and performance excellence. For more information, contact the Baldrige Foundation at (202) 559-9195 or visit baldrigefoundation.org.

EASTSIDE MEDICAL CENTER: Breast and Diagnostic Center

October 31, 2019 by Garrett Ervin

Gwinnett Business Radio

EASTSIDE MEDICAL CENTER: Breast and Diagnostic Center

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Sharon Mitchell, Dr. Michael Aho, Sharon Felder

In honor of Breast Cancer Awareness Month, this month’s Eastside Medical Center episode of “Gwinnett Business Radio” will feature a round-table discussion with:

Dr. Michael Aho – Radiologist, Medical Director, Eastside Breast & Diganotistic Center, Physician Liaison for Eastside’s Cancer Committee
Sharon Mitchell – Manager, Eastside Breast and Diagnostic Center
Sharon Felder – Eastside Food and Nutrition Services Employee and Breast Cancer Survivor who was cared for at Eastside

Eastside’s Breast and Diagnostic Center is located on the Eastside Medical Center Main Campus in Medical Plaza 1, which is located at 1700 Tree Lane in Snellville.

About Eastside’s Breast and Diagnostic Center

About 1 in 8 women in the U.S. will develop breast cancer during their lifetime, according to the American Cancer Society. While the cause of breast cancer is still unknown, we do know that it can be easier to treat breast cancer when it is found early.

Eastside’s Breast and Diagnostic Center partners with their patients to detect and treat breast cancer as quickly as possible and at its earliest stages by using the latest state-of-the-art technology and an experienced care team. Eastside’s Breast Center offers digital mammograms, the latest 3D mammography technology, breast ultrasound and breast MRI, breast biopsy, and genetic risk assessment and testing.

Eastside’s Breast and Diagnostic Center is an accredited Breast Imaging Center of Excellence by the American College of Radiation for achieving high practice standards in image quality, personnel qualifications, facility equipment, quality control procedures and quality assurance programs. The center is also accredited by the National Accreditation Program for Breast Centers (NAPBC), a program administered by the American College of Surgeons. Eastside’s Breast Center care team works alongside their comprehensive oncology program, which has been accredited with commendation by the Commission on Cancer since 1998. During the month of October, Eastside bands together with their community to increase awareness of the disease and honor Breast Cancer Awareness Month.

About Eastside Medical Center

Eastside Medical Center has been a healthcare leader for more than 39 years, providing quality care to patients in Gwinnett and surrounding counties. Nationally recognized for patient safety, Eastside focuses on delivering quality care with exceptional outcomes by utilizing the most advanced technology and experienced physicians. Eastside is a 310-bed, multi-campus system of care offering comprehensive medical and surgical programs including cardiovascular, neurosciences, oncology, orthopedics, robotic surgery, rehabilitation, maternity with neonatal intensive care, behavioral health, bariatric, urgent care, and 24-hour emergency care at two locations. Their medical staff of 500 board-certified physicians, 1,200 employees and 400 volunteers is committed to providing the community a healthcare system of excellence.

Lori Mullee and J. Smith with SERVPRO and Frank Torres and Maria Luisa Pineda with Maestral Solutions

October 30, 2019 by Garrett Ervin

Gwinnett Business Radio

Lori Mullee and J. Smith with SERVPRO and Frank Torres and Maria Luisa Pineda with Maestral Solutions

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Lori Mullee, J. Smith, Maria Luisa Pineda, Frank Torres

Lori Mullee & J. Smith/SERVPRO

With many years of experience in the restoration industry, SERVPRO of Norcross is a trusted leader in the field of water and fire emergency cleanup. They have team members who have been with SERVPRO of Norocross for many years. As a locally owned and operated company, they provide 24 hours a day, 7 days a week residential and commercial services to the people of Norcross and other Gwinnett areas. They are committed to being faster to any size disaster and make it “Like it never even happened.” Their employees have the training, equipment, and expertise to handle your restoration and cleaning needs. SERVPRO has over 1,800 Franchises in the U.S. and Canada. Whether you need help with emergency flood damage or your upholstery cleaned, you can depend on SERVPRO of Norcross.

Frank Torres & Maria Luisa Pineda/Maestral Solutions

Maestral Solutions helps both tech-enabled and software product companies develop software. They have a deep understanding of agile software development processes, IoT, Data Science and Cloud. Their clients enjoy highly personalized engagements based on their specific organizational and product needs. They provide dedicated agile teams with the proper balance of software developers, UX/UI Designers, Product Owners, Quality Assurance, DevOps, and Project Managers among other professionals.

Chief Roy Whitehead with the Snellville Police Department

October 30, 2019 by Garrett Ervin

Case In Point

Chief Roy Whitehead with the Snellville Police Department

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Rick Strawn and Police Chief Roy Whitehead

Chief Roy Whitehead/Snellville Police Department

Snellville, GA is a culturally diverse community located in the metro Atlanta area along U.S. Highway 78, between Stone Mountain and Athens. The Snellville Police Department is a state and nationally acclaimed, award-winning law enforcement agency consisting of trained, professional and dedicated personnel who continually strive to provide the highest quality police services to their residents and visitors. The men and women of the Snellville PD have embraced the philosophy of community-oriented policing to ensure a collaborative partnership with citizens to in order to improve the quality of life and livablilty for everyone in the city. They are comprised of 47 sworn full-time officers, two part-time officers, nine dispatchers, and three civilian employees.

Episode 68: Anne Sugar’s Hiring to Scale Process

October 28, 2019 by Garrett Ervin

Business Infrastructure

Episode 68: Anne Sugar’s Hiring to Scale Process

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Positioning your company for hyper-growth requires “leveling up” people as well as processes and tools. Many leaders (and investors) interpret leveling up as replacing existing personnel with more qualified people. But the onus is on these leaders to create a culture of continuous education rather than blaming people when things go wrong. In this episode, Anne Sugar, an executive coach for the Harvard Business School Executive Program, provides an in-depth case study of a hiring process she coached an H.R. executive through as she set out to answer four key questions in preparation for expansion.

Special Guest: Anne Sugar, Founder & CEO – Anne Sugar Coaching & Consulting

Location: Boston, MA USA

Show Notes:

Anne’s Coaching Process: learn more about Anne’s proven methodology that combines a goal-based process with evidence-based coaching.
How to Tell if You Have Delegated Too Much and What to Do About It: Anne’s Harvard Business Review article where she outlines 3 steps to provide your team the guidance and structure needed for success.
Inc. Magazine: Anne is a regular contributor – gain access to her articles on executive coaching, H.R. processes, leadership, and strategy.
Harvard Business Review – Leadership: curated content from the world’s top thought leaders on leadership and executive management.
Harvard Business Review – Human Resource Management: curated content from the world’s top thought leaders on human resource trends and processes.
DiSC®: a “non-judgmental” personal assessment tool used to understand people’s behavioral differences to improve teamwork, productivity, and communication.

Watch the Video Version of this Interview (COMING SOON!)

LEADER DIALOGUE: Dr. Leigh Hamby of Piedmont Healthcare – Deep Dive

October 25, 2019 by Garrett Ervin

Gwinnett Studio

LEADER DIALOGUE: Dr. Leigh Hamby of Piedmont Healthcare - Deep Dive

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Lisa Counsell, Dr. Leigh Hamby, Ben Sawyer

Hosts Ben Sawyer, Lisa Counsell and Duffie Dixon continue their conversation with special guest Dr. Leigh Hamby, the Chief Medical Officer of Piedmont Healthcare, with a “deep dive” discussion on how businesses can leverage the Baldrige framework in today’s competitive marketplace. Topics discussed include the challenging environment that a corporate leader of Piedmont Healthcare faces, performance excellence challenges in the Age of Consumerism, and how organizations can best leverage the Baldrige PE framework to accelerate short-term gains and create a sustainable competitive advantage.

Dr. Leigh Hamby/Piedmont Healthcare

Leigh S. Hamby, M.D., MHA, is the chief medical officer at Piedmont Healthcare, the largest healthcare provider in Georgia. His responsibilities include oversight and coordination of medical staff issues at and between Piedmont hospitals. He is responsible for clinical quality initiatives, with a focus on key clinical drivers to improve patient safety.

Dr. Hamby joined Piedmont Atlanta in 2001. He served as a physician advisor and was later named the hospital’s first chief quality officer. Prior to joining Piedmont, Dr. Hamby was the director of healthcare quality and evaluation for VA Atlanta Network.

One of Dr. Hamby’s key accomplishments at Piedmont has been the implementation of Always Safe 2.0, the system’s comprehensive patient safety program. The program is part of Piedmont’s strategic goal of zero harm by 2026.

Always Safe incorporates evidence-based strategies and principles for improving quality and safety. The concept is that safety is every employee’s responsibility, and the principles in the program are applicable for every provider (physicians, physician assistants and nurse practitioners), nurse, clinician and non-clinical employee of Piedmont Healthcare. The program focuses on specific behaviors every individual can do, every day, to reduce harm. Examples include asking clarifying questions, read back and acknowledge, and nine other error-prevention tools.

After first implementing this program at Piedmont Henry, the hospital was named a 2018 Success Story Award winner from Press Ganey, one of only 16 organizations in the country to receive that award for its innovation and leadership in transforming patient care.

The results have turned Piedmont into one of the safest systems in the country. In the Leapfrog Fall 2018 Hospital Safety Grade, six Piedmont hospitals earned A grades, double that of any system in Georgia, and two others earned B grades. Among those hospitals that did not earn A’s were three that had recently joined the Piedmont system and were not yet on Piedmont’s electronic medical record software, Epic.

Under Dr. Hamby’s leadership, Piedmont has renewed its focus on preventing the occurrence of hospital-acquired infections (HAIs). In Fiscal Year 2017 and Fiscal Year 2018 (the period from July 1, 2016, through June 30, 2018), Piedmont achieved a 40 percent reduction in HAIs. Since Fiscal Year 2016 (ending June 30, 2016), Piedmont has seen a 68 percent reduction in HAIs to the present (352 to 112).

About SOAR Vision Group

About the Baldrige Foundation

Reaching Production Goals – Dr. Ed Conzatti

October 24, 2019 by Garrett Ervin

Gwinnett Studio

Reaching Production Goals - Dr. Ed Conzatti

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The $10K a Day Dentist with Dr. Bill Williams gives a creative approach to helping dentists finish well. Here you’ll discover what’s hot with interviews with the sharpest business minds and those making waves in the dental industry.

We’ll diagnose and treatment plan for radical growth of real dental practices live in our Hot Seat episodes. This podcast is also packed with detailed actionable strategy direct from Dr. Williams’ 5M Masterminds and Online Academy. Whether you are just starting out fresh from dental school, are starting a full-time practice, or are pondering retirement, this podcast is for you.

In This Episode, Dr. Bill and Dr. Ed Conzatti discuss:

The role of the consultant in mentoring young dentists
How to reach production goals in any town
How to insure you have enough big cases
Getting superior conversion ratios in case presentation
Top 2% Training for Doctors and Teams

Key Takeaways:

Mindset and attitude set the stage for success more than CE and the right equipment
Getting patients to like you is the number one goal of a new dentist in order to thrive
Solid practices are build on personal referrals via internal marketing
The Production Formula is Production = # of exams x average treatment plan value x acceptance %
You can double or triple your practice in one to three years

“The dental profession allows dentists to set their own income to whatever level they desire. And face it, there aren’t too many problems that a little more revenue will not solve.” Dr. Ed Conzatti

Connect with Dr. Ed Conzatti:

Email: econza@aol.com

LinkedIn: Dr. Ed Conzatti

Connect with Dr. Bill Williams:

Learn More: How to Become a Redox Dentist

Website: Solstice Dental Advisors – 5M Mastermind

Email: info@solsticedentaladvisors.com

Free Book: 10KWay.com

Buy Books: Dr. Williams’ Author Page

LinkedIn: Dr. Bill Williams

Rebecca Gebhardt Brizi of R G Brizi Consulting and Jay Weiser of Weiser Strategy Group

October 24, 2019 by Garrett Ervin

Gwinnett Business Radio

Rebecca Gebhardt Brizi of R G Brizi Consulting and Jay Weiser of Weiser Strategy Group

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Jay Weiser, Rebecca Gebhardt Brizi, Steven Julian

Rebecca Gebhardt Brizi/R G Brizi Consulting

Ask 12 Italian grandmothers for their tomato sauce recipe, and you will get 13 different answers. They will use tomatoes, olive oil, basil… but the quantities will vary, as will the one special ingredient everyone has.

The same is true in business. Every business has to have a product, clients, and good people, but the specific recipe is unique to each entity. Rebecca Brizi with R G Brizi Consulting examines each business to discover what their special, unique recipe is and builds a plan for all those separate ingredients to function well together so the business owners can focus on what they do best – their craft.

Jay Weiser/Weiser Strategy Group

The Weiser Strategy Group empowers organizations and their leaders to be more successful in the face of constant disruptions and change. While it’s impossible to predict what will happen around us, Jay can and does partner with his clients and their leaders to help them become sustainably prepared, ready, and able to act and adapt no matter the challenge faced, or opportunity presented.

Jay’s POV is holistic, systems-oriented, and integrative. He is a strategic and interdisciplinary in his thinking and pragmatic in his advice and support. His approach is collaborative, customer-centric, people-focused, process-driven, information and technology-enabled. He helps his clients play to win and get results.

While Jay brings over 25 years of business and consulting experience across multiples industries and functions, he knows experience is not enough in today’s turbulent environment. Thinking, learning, adapting, and growing are essential to winning. He is a voracious reader of the latest in management, business and organizational strategy, and leadership and integrates this with what he knows to deliver what is right and best for his clients, not everyone else.