January 9, 2024
Lean without Jidoka is just Fordism
FEATURE – Nobody understands humans as well as humans do, and Jidoka is the key to learning about your customers and create ever-better products and services.
January 10, 2023
One-time customer, lifelong customer
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.
November 25, 2022
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.
February 3, 2020
Grievances first
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.
