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Are You Difficult to Work For?

13 November, 2015 by Annette Franz (Gleneicki) 3 Comments

Customer effort There’s a lot of talk about how much effort a customer is required to put forth to complete some task with an organization. Whether it’s to buy a product, to get an issue resolved, or to do something else. There’s even a way to measure this effort, using the customer effort score. If […]

Filed Under: Blog, Employee Engagement Tagged With: bureaucracy, customer effort, employee performance measures, management style, waste

Rule 15: Remove the Waste

20 August, 2015 by James Lawther 4 Comments

lean lego

Improving the work is easy All you have to do is take out all the waste.  If you could take out all the waste then the workplace would be perfect. But what is waste? If you don’t know then you could try reading this, or maybe these. Experience is the best teacher I have a game […]

Filed Under: Blog, Process Improvement, Tools & Techniques Tagged With: gemba, lean thinking, waste

Trust and Paperwork

21 December, 2014 by James Lawther 7 Comments

paper chain

Imagine you make bicycles for a living You have a supplier who provides you with all the bike chains you use. Every week, without fail you get a shipment of chains into your factory and every month you pay for them. How do you pay for your chains? Method 1. The three-way match: Employ somebody to match up: […]

Filed Under: Blog, Process Improvement Tagged With: bureaucracy, supply chain, trust, waste

The “Can’t Fail” Way to Success

6 July, 2014 by James Lawther 5 Comments

Broken Promises

Under-promise and over-deliver Adrian Swinscoe writes an interesting post… His bank found fraud on his card and sent him a new one.  They told him it would take a working week to get it to him, but then delivered it in 2 days.  Banks are not known for their customer service.  They usually promise little […]

Filed Under: Blog, Process Improvement Tagged With: culture, customer satisfaction, process control, waste

Slow and Steady Wins the Race

4 May, 2013 by Antonio Ferraro 4 Comments

Tortoise

This is a guest post by Antonio Ferraro Everybody wants quick wins and big results Most people want to make quick and easy changes that yield big results. Who doesn’t want something quicker, easier, and cheaper? We are no longer satisfied with mediocre results. Not that long ago we were content with dial-up internet. Dial-up […]

Filed Under: Blog, Process Improvement Tagged With: continuous improvement, waste

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