The Story of Chris and Tony

As we start to wind down for the holidays and year’s end, I always find myself becoming reflective. During a group discussion at the AME workshop in Boston I recently lead on Employee Engagement, someone asked me what my proudest…

#Muffingate, or “Customer Service Part II”

Ah Customer Service. The oft-discussed topic that rarely (if ever) seems to go anywhere. Our blog post on this topic from a few weeks ago elicited some interesting responses from folks. While some folks commented that customer service is all…

Lean & Customer Service

We talk a lot of about Lean here in the office. We talk about the tools and the methods; the strategy and the approach. We’ve seen and heard it all (or so we think!), both positive and negative. When you…

This nail is proof that Lean works

This nail is proof that Lean works. We own an old house – like an “it’s so old no one really knows how old it really is so the deed says built in 1900” kind of old. My guess is…

Get your cookies last week? Thank Lean!

Over the last week or so, you’ve probably noticed the little boxes of happiness popping up all through your office. Purple, red, orange and brown…I speak, of course, about Girl Scout cookies. Those once-a-year packages of goodness that many folks…

NEJM and Lean – something’s missing

It’s been said many times over that’s what old is new again. If’ you’ve been around for any length of time, you’ve no doubt seen this phenomenon play out in everything from fashion to toys. So, it’s with some disappointment…

99.9 mpg with Lean!

I don’t consider myself a hyper-miler (nor does my 5.4L V8-powered F150 SuperCrew 4×4) so imagine how excited I was when I realized that I was getting a fuel economy of 99.9 mpg! Not bad for a truck that weighs…

Do you really need a spare tire?

Recently on LinkedIn, a connection of mine shared that he had taken the spare tire out of his car in an effort to increase gas mileage. His rationale (which has been proven by automakers), was that a lighter car would…

How to be Cheerfully Persistent

If you have a position that involves leading change, then at some point you’ve had to deal with opposition. This is very true for those of us who have taken a leadership role in leading Lean, since that is usually all about…

Lean and the Art of Garden Shed Repair

When we bought our house in 2003, it needed a lot of work. We have touched every wall, floor and ceiling at least once, and sometimes twice, as our family has grown and our needs and tastes have changed. Most…