lean 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.
Katie Anderson Japanese culture

Japanese culture and lean culture: not always the same

FEATURE – How many times do we hear people say lean is not for them because “it’s a Japanese thing”? After spending 18 months in Japan, the author explains why the country’s culture is not necessarily "lean by nature".
lean logistics holland

Revolutionizing warehousing in a hospital with lean thinking

FEATURE – The warehousing department of a Dutch hospital has been implementing lean for a few years. Its Head of Logistics believes in an approach to change based on respect for people and on making small but steady steps.
Lean cities interview

Can lean thinking transform our cities?

SEEN FROM OTHERS – Another interview in our series on how lean is perceived from the outside. This month we talk to an urban strategist to see if and how lean can contribute to transforming our cities.

All by Yourself? Find Your Lean Trojan Horse

FEATURE ARTICLE - Sometimes, introducing lean thinking in an organization can make you feel lonely and hopeless. This article, which draws on the author's experience working with a chain of supermarkets in Siberia, offers some tips on what to do to start off a lean transformation.
national audit office lean government

UK government needs a holistic approach to lean management

RESEARCH – A recent report by the National Audit Office looks at what works and what doesn’t when lean management is applied in UK government organizations.
xibei restaurants lean thinking

Chinese restaurant chain Xibei adopts the lean methodology

CASE STUDY – An entire restaurant chain going lean is not something you see every day. Coming all the way from China, Xibei's story of cultural change will inspire you to never forget the fundamentals of lean, from standardization to quality.
lean IT CIO column

A CIO’s journey towards lean thinking

COLUMN - For her latest column, Sari Torkkola describes the initial steps that must be taken to move towards becoming a lean CIO and warn us against some of the pitfalls along the way.

How to apply lean management in the service industry

INTERVIEW - As the use of lean continues to grow in the service industry, questions abound on how this sector can use the principles and practices effectively.