Sometime ago while consulting for a huge call center, I took a group of customer service agents for a little Gemba walk and a quick activity to
5 Whys on Mexican Food Wrong Order
For a lunch meeting today, I went and picked up some Mexican food. The customer in front of me was confused about his order because it wasn't what he
Overproduction and 7 Wastes for the Environment
The Environmental Protection Agency has a robust training program on how to apply Lean to the environment. They've provided a Lean Toolkit
How to Learn Six Sigma?
This is the first of a series of posts on Lean and Six Sigma. My focus is pragmatic and I'll help you answer the question "How to Learn Six Sigma."
Tony Hsieh, CEO of Zappos, Part 4
Several weeks ago, Tony Hsieh, CEO of Zappos.com, agreed to respond to readers' questions. Today is the fourth installment to those questions, here
Lean for Software
This post is a republication of an interview I held with Mary Poppendieck [1. Read More Leadership Interviews], the author of Lean Software
Lean at Virginia Mason Medical Center
The Virginia Mason Medical Center in Seattle implemented the Toyota Production System in its everyday healthcare operations. This article is
Toyota A3 Report Example [video]
Go here to see a video explanation of the A3 and also to get a Toyota A3 Template Download for Free. This article is about the Lean A3 Problem Solving
Service Defects at Los Hermanos Restaurant
I ordered some take-out the other day from a local, but popular, Mexican Restaurant called Los Hermanos Mexican Restaurant. Their food is decent, but