Lean customer service

Developing customer loyalty in the digital age

FEATURE - To get on a path of sustainable growth, an organization must get to know its customers... and there is no better way of doing so than embracing and analyzing their complaints.

How we are rolling out lean in our chain of stores

FEATURE – When Praktiker decided to turn to lean thinking, they were faced with the challenge of rolling out its principles and practices to 20 DIY stores. Here’s how they are trying to make it work.
red bins BAM lean software development

Building quality into our code using the red bins system

BUILDING BRIDGES – In this article, we learn how a team of software developers leverages the lean concept of “red bins” to ensure the quality of the code they write.
Nigel Dalton REA Group with Jim Womack

Learning to think holistically about customer value

PROFILE – The leader we profile today has a holistic view of the digital world. He brought Agile to Australia, and after embracing lean thinking he has helped to make REA Group one of the country's best digital brands.
lean bakery workshop gemba walk

Visit the stock-free workshop of our lean bakery

THE LEAN BAKERY – In the second video in the series, we visit the stock-free workshop of one of 365's lean bakeries and learn about quality bread, customer focus and making lives easier for bakers.
lean logistics kanban Grupo Sabo

Inventory reduction and pulled supply in a Brazilian factory

FEATURE – Inventory reduction is critical to waste elimination. Yet, many are reluctant to do it, fearing demand variability and production instability will neutralize their efforts. Grupo Sabó's story proves otherwise.
Boaz Tamir on United Airlines

The lean lessons from the United Airlines controversy

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?
customer service digital world

In the digital world customer service alone is not enough

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.