It's clear that a Call Center is a Queue. You can also view all 40+ articles on Queueing Theory. The flow of calls begins with K trunk lines that
What is Waste?
There are 3 types of activities, 2 of which produce waste: Steps that definitely create value. Steps that create no value, but are necessary
The Junk Mail Business Model
Even though I submitted our phone number and mailing address to the FTC's "Do Not Contact" list, I still get a lot of junk mail. As I sift through the
The 33 Strategies of War Book Review by Robert Greene
I began reading the 33 Strategies of War several months ago. I previously discussed The Polarity Strategy and the Guerilla War of the Mind. Well, I'm
Lean Management Folks Says Walk-in Clinic Improves Patient Care
I'd argue that walk-in clinics are great for business, great for patients, and great for the economy. In fact, it's an application of Lean Healthcare.
Toyota Information Technology
Toyota is all about the customer. We hear a lot -- and I've written a lot on this blog -- about the Toyota Production System, anglicized in the United
Bad Breath and Good Design
Can we learn the design thinking process from bad breath? Yes, we can. I love good design -- creative and design excellence is a strong personal
BlackBerry Addiction and The Simple Life [video]
Yes, I did it. I was becoming addicted to my work. You can imagine it: a trigger-finger, device-focused man, typing away while walking down the
How to Apply the Profit Tree Framework for Revenue and Costs
Business frameworks help us to understand and describe the world in simpler, less complex terms. This is why the Profit Tree is so helpful. In this