Ed Marx is the senior vice president and chief information officer at Texas Health Resources in Arlington, Texas. His career in the health care industry spans 24 years, 16 of which have been spent as CIO. Prior to joining Texas Health in 2007, Marx was CIO of University Hospitals Health System of Cleveland. He previously served in a variety of IT leadership roles with health care organizations such as HCA (Tennessee), Parkview Episcopal Medical Center (Colorado) and Poudre Valley Health System (Colorado). Concurrent with his career in health care, he served 15 years in the Army Reserve, first as a combat medic and then as a combat engineer officer.
Congratulations on receiving the John E. Gall Jr. CIO of the Year Award. This award is given for innovative use of technology in health care organizations. What is the most innovative way you have employed technology at Texas Health Resources?
I am profoundly honored and humbled by the award. (read more…)
Look up the word “agenda” in any dictionary and you will likely find a definition similar to this one: “a list, plan, outline, or the like, of things to be done, matters to be acted or voted upon.” While the definition seems innocent enough, we know that the word agenda is oftentimes viewed with negativity and mistrust, particularly in the work environment.
Where does our skepticism come from? Why does a phrase like “she’s got an agenda” strike a raw nerve? The answer is that we naturally assume that someone is aiming to manipulate, to prioritize their desires over our own. We resist because we loathe manipulation and power plays, particularly ones that alter our equilibrium or affect our routines and responsibilities.
You are likely aware that change-management guru John P. Kotter has written that 70% of change initiatives in organizations and businesses flop. Kotter outlines eight reasons for such failure, including leaders not establishing a sense of urgency, not creating a vision for change, and/or not effectively communicating their vision. (read more…)
How clear is your team’s “organizational constitution”? Does every team member understand and align to your team’s desired purpose, values, strategies, and goals?
If team members don’t know or don’t align to your team’s purpose, values, strategies, and goals, your team will experience inconsistent performance, team member conflict, the inability to shift to embrace a new goal, and worse.
Years ago, I had the opportunity to learn how to sail a 30-foot Shields racing sailboat. I didn’t realize then that this sailing gig would be a powerful education on the importance of team purpose, values, strategy and goals.
A buddy in Southern California joined his college sailing club. He earned his qualification to take one of the university’s Shields into the harbor and out on the Pacific Ocean.
On our first day, five of us joined Steve to begin building sailing skills, teaming skills, sailing etiquette, and much more.
The boat was powered entirely by the wind — it had no onboard or outboard motor. (read more…)
Time Warner Cable will be taken over by Comcast is a $45.2 billion deal pending regulatory approval. The reports are already in about why this deal is happening, why cable companies are so big and monopolistic but also vulnerable.
But what I’m interested in is customer service — or the lack thereof. And, to that end, how cable companies have thrived without being valued by customers and whether that will change.
Why do I care? I’m a reluctant, cheap subscriber who’s actually enjoyed solid customer service. I like getting Internet and cable together, but I would have dropped cable if my current provider hadn’t kept my “six-month” introductory price for going on three years. I’ve been a subscriber of TWC (circa 2006-09) and Comcast (2009-11) but have no strong feelings toward either. Each time I switched was because of a move where the new location had service already in place, making convenience the biggest factor. (read more…)
This is an excerpt from the book “Absolute Value: What Really Influences Customers in the Age of (Nearly) Perfect Information,” (HarperBusiness, February 2014) by Itamar Simonson and Emanuel Rosen. The book is available at Amazon, Barnes & Noble, Books a Million and Apple. In this excerpt, the authors discuss the concept of “absolute value,” or “the experienced quality of a product.”
When we introduce the idea of absolute value to people, we get all kinds of questions, so let us briefly address the two most frequent ones (and we’ll expand on these and other questions later on).
The first question that often comes up: Is there even such a thing as absolute value? Our answer is that when we talk about absolute value, we don’t necessarily mean to say that people will find the absolute best option (assuming that an absolute best option exists), and some ambiguity about the absolute best is likely to remain, in part because our own preferences are often vague and unstable. (read more…)