At the service of customer centricity
CASE STUDY – This Shared Service Center in Poland has leveraged lean, technology, and automation to completely transform itself and provide an ever-better customer experience.
Lean customer service
The energy to get things done
FEATURE – When people become enthusiastic about improvement work, there's no limit to what can be achieved. Join the author on a visit to a Finland-based manufacturer, whose lean efforts range from production to 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.
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.
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.
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.
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.
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?
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.
Closer to your customers is where you’ll find success
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.
Why lean thinking can boost the loyalty of our customer base
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.