FEATURE – We start the new year with a reminder to put customers first, always. It is they who make our business and keep our lean initiatives true, says the author.
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.
NOTES FROM THE GEMBA – How do you kick off a lean journey? This French company has chosen to begin by analyzing and tackling each customer complaint.