Intro

Organizations invest thousands of dollars and countless hours into lean, Six Sigma, and other continuous improvement training programs. Certifications get awarded. Belts get earned.

But nothing actually changes.

Technical problem-solving training alone isn’t enough to drive meaningful impact. Without guidance and support on how to apply problem-solving tools—and the people-side of leading change—improvements stall. 

In this episode of Chain of Learning, I'm joined by Tracy O’Rourke and Elisabeth Swan, co-founders of the Just-in-Time Café and co-authors of "The Problem-Solver’s Toolkit." With more than 50 years of combined Lean Six Sigma experience, they’ve trained and coached thousands of problem-solvers across industries—from healthcare and government to manufacturing and service—helping teams turn knowledge into real results.

Whatever problem-solving method you use—DMAIC, PDCA, or an A3—you’ll walk away with practical insights to help you bridge the gap between knowledge and action.

YOU’LL LEARN:

• Why traditional training programs fail to create lasting problem-solving capability—and what to do instead
• The importance of bringing others along in a change project and staying flexible and curious as the work evolves
• Why successful and sustainable problem-solving requires both technical know-how and people skills
• How to engage teams, navigate change, and keep momentum going while leading a process improvement team 
• How to close the gap between learning and doing by turning skills into real-world results

ABOUT MY GUESTS:

Tracy O’Rourke is a Lean Six Sigma Master Black Belt, and co-founder of the Just-in-Time Café. As a sought-after consultant, instructor, and speaker with over 25 years of experience, Tracy specializes in cultural change, leadership development, strategic alignment, and process improvement. 

Elisabeth Swan is a leadership coach, keynote speaker, award-winning author of “Picture Yourself a Leader”, and co-founder of the Just-in-Time Café. Elisabeth brings decades of experience helping Fortune 100 companies and nonprofits embrace conscious leadership and continuous improvement. 

IMPORTANT LINKS:

• Full episode show notes: ChainOfLearning.com/51
• My website for resources and ways to work with me KBJAnderson.com
• Connect with Tracy O’Rourke: linkedin.com/in/tracy-orourke
• Connect with Elisabeth Swan: https://www.linkedin.com/in/elisabethswan
• Follow me on LinkedIn: linkedin.com/in/kbjanderson
• Download my free KATALYST™ Change Leader Self-Assessment: KBJAnderson.com/katalyst 
• Get your copy of the “Problem-Solver’s Toolkit”: www.jitcafe.com/book 
• My Japan Leadership Experience: kbjanderson.com/japantrip 

TIMESTAMPS FOR THIS EPISODE:

01:37 The inspiration behind the “Problem Solvers Toolkit” 

02:54 The disconnect between what is education and what leads to retention 

04:22 The aha moments in creating the revised second edition in leading process improvement

05:55 Potholes and detours as a metaphor in process improvements not going the perfect way

06:36 The journey of continuous improvement in taking your team on the journey with you

07:26 Incorporating road games in getting the team involved in problem solving

11:03 What led Tracy and Elisabeth to want to help people in leading process improvement

13:31 The real meaning of being a leader — more than just being a senior executive

16:04 The difference between lean and Six Sigma

18:24 Why the process steps matter more than the name

19:22 Why people feel lean has failed

20:38 Additional learnings in making the second edition of “The Problem-Solver’s Toolkit” 

21:53 Changes made in the second edition including graphics, examples and templates

22:19 What the Just-in-Time Café digital toolkit includes 

25:23 How to solve problems based on solving similar problems

27:19 The 5S Baby spoof music video inspired by process solving tools

29:12 The next spoof song based on root cause analysis

33:16 Elisabeth’s takeaways from the Japan Leadership Experience in seeing worker happiness

34:53 The importance of focusing on human happiness and engagement for growth

36:53 Tracy’s takeaways from the Japan Leadership Experience 

40:00 Top recommendation for being the most effective in getting traction in solving problems

41:41 The importance of building curiosity to get to know people and their experiences

43:34 What is involved in successful problem-solving

44:14 How to close the gap between learning and doing

Enter to win a copy of "The Problem Solver's Toolkit" by Tracy O'Rourke and Elisabeth Swan by September 12.

Apply today for the Japan Leadership Experience — last chance to join the November 2025 cohort. Applications also open for May 2026.