BUILDING BRIDGES – A member of the Theodo team tells us about their attempts to improve the performance of their Web apps using lean principles.
INTERVIEW – We have come to dread having to interact with customer support representatives, and quite rightly so. Basecamp has made it a mission to bring humanity back to this interaction.
COLUMN – Last month a video surfaced of a passenger being forcibly removed from an overbooked United Airlines flight and the Internet went ablaze. What does this story tell us about the relationship between profitability and customer value?
FEATURE – As many retail giants are finding out, great customer service is no longer enough to ensure competitive advantage in a world where the digital revolution is taking no prisoners.
OPINION – When do our mistake become an ominous sign that we are giving up on our customers and people? Following the salmonella contamination in cereals in Israel, the author reflects on business purpose and the importance of transparency.
OPINION – Look at today's disruptive companies and you'll see how all of them have understood that real innovation calls for close proximity to the customer, rather than for stubbornly taking cover in the comfort of the upstream.
OPINION – When it comes to lean product development, it doesn’t matter whether you are making wine or motorcycles. Success comes from our ability to tell a story that engages our customers and a product they would line up for.
INTERVIEW – An American group of restaurants is experimenting with the application of lean thinking in its kitchens and dining areas. Planet Lean had a word with the chefs to see what’s cooking.
OPINION – Most organizations today can only dream of receiving the type of enthusiastic support that certain sports teams get from their fans. In order to do that, they need to forget short-termism and put their customers first.
WOMACK’S YOKOTEN – The Volkswagen “defeat device” scandal is the latest example of a company that has chosen to focus on growth rather than the customer. What can we learn from this, and what should we do when such a shift takes place?
ARTICLE - What do Toyota and Procter&Gamble have in common? A passion for developing people, a focus on customer satisfaction, and... enviable results that are sustained over time.
CASE STUDY - The Italian branch of Tokheim services about 3,000 gas stations in the central and northern parts of Italy. The general manager shares the story of how lean thinking changed everything, for the better.
COLUMN - In the first of a series of columns written by CEOs, John Bouthillon of PO Construction explains how lean has kept his company afloat through the recession.