Why 0% of Lean Transformations Fail

  You read that right. 0%. None. Nil. Nada. If you’re reading this, then you’ve probably also read other articles, blogs and claims about how 50%, 75% or even 90% of all Lean transformations fail. The authors of these diatribes…

Can Lean save baseball?

Another season is upon us as the boys of summer take the field for 2018. The hot dogs are getting steamed, the popcorn is popping, and the smell of the damp infield sod gradually wafts into the stands. There’s nothing…

Are KPI’s really Lean?

As a former “Ops guy”, it’s a bit of heresy for me to even question the integrity of Key Performance Indicators (KPI’s). In a very real sense, for most of my professional career KPI’s made the world go ‘round. It…

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…