Tag: operational excellence

The true power of Lean and Respect for People

As we start to wind down for the holidays and year’s end, I always find myself becoming reflective. During a group discussion at the AME workshop in Boston I recently lead on Employee Engagement, someone asked me what my proudest Lean moment has been. To answer, I relayed the story of Chris and Tony – […]

#Muffingate, or “Customer Service Part II”

Ah Customer Service. The oft-discussed topic that rarely (if ever) seems to go anywhere. Our blog post on this topic from a few weeks ago elicited some interesting responses from folks. While some folks commented that customer service is all but dead, still others gave great examples of it being alive and well. The topic, […]

Lean & Customer Service

We talk a lot of about Lean here in the office. We talk about the tools and the methods; the strategy and the approach. We’ve seen and heard it all (or so we think!), both positive and negative. When you get right down to it, tough, the desired outcome of any Lean undertaking is basically […]