This article shows how Apple Customer Service can be strategic in reducing customer pain points through the use of Lean and Six Sigma. In some
Not Accountable, Not Responsible
Team size can make a big difference in the success of your service or product. What is counterintuitive for most people is that the larger the team
Customer Retention Strategies: Do Not Run From Your Customers
Here's a novel Customer Retention Strategy: Do Not Run From Your Customers. I've spoken extensively about the unheralded -- but, arguably, the most
Getting a Job at Amazon: Need to Know Lean and Six Sigma
A friend of mine recently contacted me, seeking my advice on how to get a job at Amazon.com; my friend is a top-notch software engineer, manager, and
Barack Obama, Yes We Can: A PowerPoint Deck
PowerPoint is a world of incomplete sentences, fragmented thoughts, unemotional, dispassionate, and semantically-empty byte-size blob of
Science Behind the Amazon 2 Pizza Teams: Lost-in-Translation with Too Many Cooks in the Kitchen
Sometimes, there are, indeed, too many cooks in the kitchen. Team size can make a big difference in the success of your service or product. What
Hacking at Branches or Striking at the Root?
Henry David Thoreau said: "There are a thousand hacking at the branches of evil for every one striking at the root." His statement was a commentary
The Gemba Dojo
The Term "Gemba Dojo" is not used often. When I have heard it used, it demonstrates a powerful visual connection and practical application. Let me
A Lean Case Interview
Suppose you were presented with the following: "You have been hired to help a fast food franchise, a market leader in the South West Region of the