While I was with Amazon, Bezos always made a point to say that Amazon wasn't an e-tailer: Amazon was a software company. He drove this point home at
[VIDEO] Amazon UK Fulfillment Center Virtual Tour
One of the most impressive operating companies is Amazon and how they fulfill orders and ship to their customers. Their processes are considered
Andon System: What Does It Tell You?
What does your Andon System tell you? Typically, it is a manufacturing process that says there is something wrong and your attention is wrong. The
What is Andon in the Toyota Production System
What is Andon in the Toyota Production System is a common question to those not familiar with Lean Manufacturing. In English, Andon means "Sign" or
Role of Ethnography and Qualitative Research in Problem Solving
I think folks in continuous improvement and practitioners of lean and six sigma would do well to learn and apply the tools of qualitative research and
Jeff Liker, The Toyota Way, and Unintended Consequences
I'm so grateful that we've queued up some excellent guests for our Lean Leadership series. We are quite pleased to have Dr. Jeffrey Liker speak
Customer Service Rankings for Amazon.com
Customer Service Rankings for Amazon.com - It's no secret that Amazon is the most customer-centric company on the planet - that's clearly their aim
NPS Customer Feedback Loop, Closed Loop System, and Lean Thinking
This article explains the heart of any Net Promoter Program: The Net Promoter Score Feedback Loop. The Net Promoter Score (NPS) is a metric that
What is Amazon’s Idea of Good Customer Service?
Let's face it. If you provide a poor customer experience, your customers will leave you. But "good" is debateable, but "bad customer service" is less