lean services

Determination pays

CASE STUDY – This Dutch company awards social benefits to the unemployed. Thanks to lean thinking, they were able to radically transform the service they offer them.

Avoiding the most common mistakes with VSM

THE NAKED GEMBA – Value stream mapping is a fundamental tool in any lean transformation. The author takes us the most common mistakes companies make using it, so that you can avoid the pitfalls.

The Sunday-night barista

FEATURE – The author looks back at her time at Starbucks Coffee Company and reflects on the role of leadership in facilitating the spread of lean thinking across the organization.

Banking on hoshin

FEATURE – What a Brazilian bank has learned from its first few steps in adopting hoshin kanri through structured problem solving and people development.

Paying our dues

CASE STUDY – This Polish debt collection company is refocusing its work around true customer needs and increasing problem visibility by implementing hoshin kanri.

Supporting the Australian service industry

INTERVIEW – What skills do coaches need to successfully support lean transformations in the service sector? Our colleagues from Australia tells us about their experience.

Lean as a two-step engine

FEATURE – One of the things making lean thinking so hard to explain in general terms is its dual nature as both an organizational and managerial approach. The authors explain how to handle this tension.

When a hospital meets an airline

FEATURE – In a bid to find inspiration and new ideas to achieve excellent outcomes in patient safety, a group from a Boston hospital flew to Orlando to visit JetBlue Airways. 

How lean knowledge travels across a hotel chain

INTERVIEW – Three hotel directors from the same chain in the Canary Islands give us the lowdown on the company’s strategy to facilitate the transfer of lean knowledge from one location to another.

Pioneering lean thinking in hotels

FEATURE – Dreamplace Hotels in Tenerife have been on an improvement journey for several years, but only recently did they find a way to truly become a learning organization: lean thinking.

Lean delivery

NOTES FROM THE GEMBA – After re-insourcing its bike repair workshop, a distribution center of France's La Poste has begun to recover long-lost knowledge about the work of mailmen and using it to innovate.

Cooking up lean change

PROFILE – In an industry dominated by star chefs and big egos, meeting a humble leader who has made people development his battle cry is a breath of fresh air. PL interviews Legal Sea Food’s Richard Vellante.

The lean veterinarian

INTERVIEW – A 22-people veterinarian hospital in Barcelona has recently turned to lean thinking. We caught up with the owner to learn how things have changed six months into the journey. 

A bold lean experiment in one of our kitchens

FEATURE – The lean mindset Legal Sea Foods has developed is allowing the company to run bold, aggressive experiments that might some day reinvent the way their restaurant kitchens work.

A lean improvement lab in Turkey

FEATURE – A laboratory testing services firm in Istanbul has turned to lean management to reduce complexity, shorten lead-times, and make its growth sustainable.

How we are creating a lean daily management system

VIDEO – The director of a hotel in Tenerife explains the first steps the team is taking to develop a lean daily management system, and how this connects to the organization's hoshin.

Making hoshin work for our lean hotel

VIDEO - The director of a hotel in the Canary Islands explains the hoshin efforts taking place in the organization and takes us through the lean strategy deployment boards she uses to track progress and highlight problems.

Retaining talent to make a difference

NOTES FROM THE GEMBA – This French company provides support to the severely disabled, and is currently using lean thinking to limit employee turnover and recruit faster.