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  • Writer's pictureJuan

Decoding Jeff Bezos' Leadership Secrets and the FACT Model Unveiled

Updated: May 10

business newsletter for managers

I'm excited to share the updates for this month.

We had the privilege of hosting some extraordinary podcast episodes featuring high-profile guests.

podcast with steve anderson and the bezos letters

In episode 10 we had the honor of hosting Steve Anderson as our guest. He wrote the famous book called, “The Bezos Letters – 14 Principles to Grow Your Business Like Amazon,” which has become a Wall Street Journal, USA Today, and an international bestseller. We dive into the fascinating world of applying Amazon's principles to your company.

Steve has been recognized by LinkedIn as one of the world’s most influential thought leaders. He is also Co-founder and CEO of the company called Catalyit.

No matter the size of your company or the size of your team, I am sure you will be able to reflect and apply some of those concepts to your team(s).

Wave podcast interview with Diana Lowe and Dean Meyers

In episode 11 we host with Diana Lowe, who speaks about the essence of emotional intelligence and its profound impact on leadership. While often overlooked as a leadership quality, many forward-thinking organizations now integrate emotional intelligence into their hiring process.

Reflecting on my own career journey, EI was probably one of the key drivers that helped me climb the corporate ladder so quickly, despite my youth and limited experience at the time.

In this episode my special guest speaks about how working with emotional intelligence can make you understand your team members better and inspire greater motivation, job satisfaction and elevated performance.

In episode 12 we feature Dean Meyers, a New York-based design thinking and innovation trainer, coach, and consultant. Dean has been at the forefront of teaching visual thinking and design thinking in technology since the early days of the Macintosh and the first graphical user interface.

Dean's expertise extends to techniques such as graphic facilitation and LEGO® SERIOUS PLAY®. He has helped entrepreneurs, startups, managers, and C-suite leaders enhance their work, strengthen teams, and evolve into action-oriented design thinkers. His guiding principle is, "Be Brave and ITERATE!"

As one of the authors of "The World of Visual Facilitation" and a former faculty member of the American Management Association, Dean brings a wealth of experience. Today, he serves as the innovation facilitator at U.S. Bank.

These three new episodes promise to enrich your continuous improvement efforts.

business tips and tricks for business management

Today, we'll explore the FACT model, a valuable tool for managers looking to establish meaningful key performance indicators (KPIs) for their processes.

Why use this tool?

It serves to clarify:

· Project scope.

· The quality feature to be improved in the process.

· The kind of data to be collected.

· The overall performance of the end-to-end process.

How to use this tool?

Use the FACT model template to describe:

· Fulfillment: Assess the extent to which your process meets customer requirements in terms of volume.

· Accuracy: Evaluate the process defect rate and the alignment of results with customer expectations.

· Cycle Time: Examine whether process outputs (products and services) are delivered within expected timeframes.

· Treatment: Analyze the customer experience, including satisfaction levels, professionalism, friendliness, user-friendliness of digital interactions, and email correspondence.

Note: Highlight the focus area for your project. This will clarify the scope and type of data. If possible, you can also add the metrics corresponding to each of these areas.

When to use this tool?

Either in the define phase of any process improvement project or when establishing your department’s KPIs.

3 Do's and 3 Don’ts:

· Do: Write a description for all 4 categories.

· Do: Highlight the area of focus.

· Do: Focus your project on only one of these categories at a time.

· Don’t: Assume you have a good process when only one of the 4 categories has a good score. You need to have a good score in all 4 categories.

· Don't: Forget that the 4 KPI´s that result from the FACT model can also be used for the process owner's dashboard/white board.

· Don't: Underestimate the “Treatment” category. If your process scores 100% for fullfilment, accuracy, and cycle time, but has a poor treatment score, your customers will still not be happy with your services and products.

Watch my 8-minute video tutorial for a detailed explanation of this tool and get a free downloadable template for your upcoming projects or KPI identification meetings. Find it in our tool vault at this link:

Tool Vault: Define Phase

lean six sigma manager certification course

We're excited to present this month's course highlight: the Lean Six Sigma for Manager (LSSfM) Certification.

This certification will be tailored to suit your leadership role.

This certification program will enable you to implement a Lean Six Sigma continuous improvement mindset in your team. You will have the tools to set new annual goals for your team members and receive regular coaching. By the end of the certification, you'll have measurable 'before and after' results in five key dimensions:

· Process Efficiency

· Performance Management

· Mindset & Behaviors

· Organization & Skills

· Voice of the Customer (VOC) · For a quick overview, watch this 1.5-minute video: Lean Six Sigma for Managers - YouTube

lean six sigma business case study

In the Projects section on the WAVE website my team and I are engaged in 2 compelling long-term projects:

1. Sustainability for Companies:

If your company is committed to advancing its Sustainable Development Goals (SDGs) and reducing its carbon footprint, or if you're interested in enhancing your organization's Corporate Social Responsibility (CSR) initiatives, we invite you to explore our project page on Sustainability for Companies. I will be more than happy to speak with you about these exciting topics. Discover more by visiting: Sustainability for Companies

Project Example: One of our previous projects, named "Night Watchman," is a great illustration of our work:

· Initial Problem: A financial institution was spending more electricity than expected. They observed that many offices had lights on throughout the night, even though no one was working in the office at night.

· Goal: Reduce electricity consumption and lower the carbon footprint

· Solution: We implemented an automated system in the office building. At 21:00, all lights in the building would switch off automatically, ensuring that no lights remained on all night. If a person happened to be in the office at 21:00, they could manually switch on the light in their office, but it would turn off automatically after 45 minutes.

· Results: This solution led to a remarkable 25% reduction in electricity costs.

2. Health, Happiness, and Planet Podcast:

At WAVE, we're not only passionate about improving your business performance but also about your overall well-being, happiness, and the well-being of our planet. That's why we've dedicated a separate project page and a podcast to these essential topics. On this platform, you'll find practical tips and valuable insights on how to boost your energy, enhance your health, and at the same time adopt habits that support a healthier environment.

Here is an overview of the previous episodes we recently featured. Our analytics skyrocketed thanks to our incredible guests.

HHP podcast interview with Damien mander craig leeson clint ober and tracey howes

Juan Steigerwald quote of the month

Keep an eye out for a brief update in four weeks, where I'll share exciting developments with you.

Best regards,


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