Who hasn't heard of Heinz? Yeah, that's what I thought. They have been around for over 100 years and are an American icon - the ketchup is just as
Customer Experience Perspectives: An Interview with Annette Franz Gleneicki
We're pleased to have Annette Franz Gleneicki share with us her perspective on several questions that keep customer experience professionals up at
Customer Service Andon Cord: Jeff Bezos and Customer Experience
Jeff Bezos demonstrates - yet again - what it means to be customer centric and demonstrates Customer Service Lean Principles. In his Amazon 2012
Toyota Kata Training with Lego
It's not often I see something ingenious. This is one of those times. How about demonstrating the PDCA Cycle via Lego Figures! HÃ¥kan takes his
Why Heijunka is a Block in the Foundation of the Toyota House
There is a reason why Heijunka is a block in the foundation of the Toyota House, or the Lean House as some call it. The short answer is stability in
Lean and Innovation: Regurgitated Variations of an Old Debate
Leave it to the Harvard Business Review [1. http://blogs.hbr.org/ashkenas/2012/05/its-time-to-rethink-continuous.html] to regurgitate an old debate on
Kaizen at AOL Broadband – You’ve Got Mail
Kaizen at AOL Broadband - You've Got Mail, my friend. We, lean folks, sometimes develop a narrow worldview that lean is just for manufacturing.
Kanban and the Operations Management Triangle
We are pleased to bring you this article by Evan Durant on Kanban and its application in a real-world environment within the constraints of Inventory,
Restaurant Kaizen
I don't watch much television, but when I do, I enjoy watching cooking shows. One show that I've been enjoying a lot is a show called Restaurant