KPI Fireside: A Continuous Improvement Podcast8 Sep 2025

Bob Luna on EQ, NPS, and the Metrics That Drive Real Improvement

In this episode of KPI Fireside, Keith Norris sits down with Bob Luna, a leader who has scaled businesses from $3 million to $500 million across industries like medical devices, pharmaceuticals, and even Amazon and Procter & Gamble. With over 30 years of experience, Bob shares why emotional intelligence (EQ) and extreme ownership are just as critical to improvement as value stream maps and throughput metrics.

Bob breaks down how to cut through the noise of measuring “30 or 40 things” to focus on the few metrics that truly drive results, like cycle time, defects, and Net Promoter Score (NPS). He also explains how leaders can prepare their teams emotionally and culturally to actually embrace process improvement, not resist it.

🔻 Why customer feedback through NPS can’t just be collected—it has to drive action

🔻 How EQ and ownership accelerate Lean and CI initiatives across every level of an organization

🔻 The hidden cost of poor processes (and why it often eats up 30% of revenue)

🔻 Practical ways leaders can simplify metrics, build capability, and avoid firefighting

Whether you’re leading a team of 20 or a company of 20,000, Bob’s insights show how the right mix of people, process, and metrics can turn improvement into real, sustainable growth.

🔗 Connect with Bob Luna on LinkedIn: https://www.linkedin.com/in/bob-luna-2b36b68/

🎙 Hosted by Keith Norris – https://www.linkedin.com/in/keithnorris/

🎧 Listen on Apple Podcasts, Spotify, YouTube, and everywhere you get your podcasts.

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