Bringing humanity back into customer support

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.

The architecture of a lean transformation

FEATURE – The role of the coach in a lean transformation is an often-debated topic. The author discusses his experience building the architecture of the Halfway turnaround.

Using lean to gain a competitive advantage

NOTES FROM THE GEMBA – In the web marketing world, a competitive advantage is a matter of life and death for businesses. The author meets a firm that has been leveraging lean to gain one.
lean technology digital Halfway

Building applications that really support the daily work

FEATURE – Technology should help people in their work, and it is with this in mind that the  general manager of this car preparation center decided to learn to develop Apps.
lean management Grand Rapids Fire Department

The Fire Department transforming itself and its city

INTERVIEW – Is “lean fire-fighting” an oxymoron? It isn’t if you are the Grand Rapids Fire Department, which has not only turned itself around but is also leading a city-wide lean transformation.
The post-Toyota future of lean in Australia

The post-Toyota future of the lean community in Australia

INTERVIEW – With the closure of Toyota’s operations in Altona, the land Down Under is left without its lean poster child. Alister Lee tells us who the community there should look to next.
lean strategy Soditel

How this SME made lean its strategy for sustainable growth

NOTES FROM THE GEMBA – The author visits an SME specializing in the instalment of electrical equipment. Its CEO has learned that integrating lean in their strategy can lead to sustainable growth.
work improvement 365 bakery lean management

How the 365 bakeries improved service to clients with lean

THE LEAN BAKERY – In this video, a shop coordinator explains how the 365 bakeries were able to speed up service to customers and ensure product quality by reorganizing work and responsibilities.
digital transformation lean thinking REA Group

How lean is securing the future of this digital advertiser

CASE STUDY – How do you keep up with a market changing at the speed of light? The Chief Inventor of an Australian digital company explains how they are using lean to safeguard their future.
lean thinking insurance company Sulamerica

Lean management in a Brazilian insurance company

CASE STUDY – An insurance company in São Paulo is experiencing a complete turnaround driven by a very capable Lean Office that understands its role is to gradually make people autonomous.
lean retail 365 shops

Managing a chain of 100 cafes in Barcelona with lean

THE LEAN BAKERY - For the past decade, lean has fuelled the growth of a chain of cafes/bakeries in Barcelona. With 100 now open, the Retail Manager explains how lean helps them manage a booming business.
lean thinking at the Halfway Production Centre

Developing our people to flow value to our customers

CASE STUDY – One-piece flow and a focus on lean leadership and kaizen have allowed the Halfway Production Centre in Johannesburg to turn itself around in just 14 months.
startup Theodo and its approach to lean thinking

The young firm fulfilling the potential of lean in digital

INTERVIEW – Software development company Theodo is a unique example of a digital company that has fully embraced lean and understood its potential. We caught up with their young CEO and CTO.
womack social heijunka good jobs

Create stable, fulfilling jobs to fully benefit from lean

WOMACK’S YOKOTEN – Toyota’s commitment to employees reminds us that it is impossible to tap into the full potential of lean without providing people with stable, gratifying employment.
lean thinking for community prosperity

Leveraging lean thinking to build community prosperity

FEATURE – Riverview Gardens in an NGO striving to build prosperity for the community around it through capability development. The authors suggest this should be the goal for the lean community as a whole.
documentary Halfway Toyota lean thinking

The people-led lean turnaround of a chain of car dealerships

DOCUMENTARY – In PL’s first ever documentary, we share the story of a chain of car dealerships in Africa. Watch and learn how people development and lean leadership made for one of the best turnarounds you’ll ever encounter.
Practicing PDCA Drew Locher

What it really takes to properly practice PDCA

FEATURE – In lean, we talk about PDCA all the time… but do we actually practice it as we should? The authors discuss what makes for successful continuous improvement.
managing for the future lean thinking

Lean as the management strategy of the future

FEATURE – Lean is a people-centric system for learning that acts as an alternative to traditional management and financial capitalism. It represents the best strategy a company can adopt to meet the needs of the future.