Monthly Archives: September 2009
Windows Of Frustration (part 1)
As someone who helps people improve their processes and quality for a living, being a consumer can sometimes drive me batty! I think there will always be a need for the lean principles to be applied (although some companies do not recognize the … Continue reading
Martyrs and Hidden Problems
There are people in your organization who live with drastic waste everyday but they do not communicate it to anybody as a problem. I call them martyrs. They take on work that is not value added for your customer. They … Continue reading
“Nobody Knows The Trouble I’ve Seen”
Remember the song “Nobody Knows The Trouble I’ve Seen”? I was thinking how appropriate some of the lyrics are for people who see problems in their work area everyday that never get fixed. Encourage your teams to make problems visible so they can … Continue reading
Rent-A-Wait and Inflexibility
Inflexible staff responsibilities and lack of cross-training leads to customer waiting. Simple changes can help your organization easily achieve customer satisfaction. My wife and I rented a car for our vacation last week and experienced a very unnecessary 20 minute … Continue reading
