August 6, 2018
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.
October 6, 2017
Trust your people and give them access to knowledge
COLUMN – As lean teaches us, a command-and-control approach to management is bound to fail. What we need instead is trust in people, and decentralization of knowledge.
June 1, 2018
Michael Ballé on how to really build trust in a lean company
FEATURE – In this interesting piece, the author explains why living up to the ideal of mutual trust is hard, and how lean tools can help us build a workplace based on respect.
