2. A never wavering, laser-like focus on his customer. Dr. Bahri believes conventional processes were for the benefit of the dentist, not the customer. Imagine sitting in your dentist's chair, and everyone comes to you, without waiting? The hygienist, the doctor, scheduling your next appointment, insurance questions? Then you get to get up and leave. When was the last time you showed up for a doctor visit on time, only to find yourself waiting for 20 minutes to be called in?
3. Persistence. Sami was fascinated by the potential of TPS some 18 years ago. It took 13 years of experimentation (PDCA) to begin to truly impact his customer’s experience, but he and his staff worked together and are still at it. He proves that the only way to do it wrong is to do nothing. Everything else is reversible if it doesn't work. There was no manual on how to do lean dentistry! He invented it from scratch.
4. Dr. Bahri validates that good lean is market disruptive. I’ve spoken to one of his patients, and the experience is mind-boggling. Imagine if you are a competitor in Jacksonville and you find out Dr. Bahri’s patients don’t wait? At all? Ever? Imagine patients that move out of Jacksonville and have to go to some poor new dentist. Think they've been spoiled?
5. He validates once and for all that lean and the basic people philosophy of TPS is not about cars. That notion can no longer be argued. It’s dead.