Adopting the Customer-Driven Mentality

Enterprise – NewsFactor Network

Here is a nice little article on the adaptation of lean principles and the Toyota Production System to service sectors, such as call centers. The article has a nice summary of pull vs. push, but also briefly touches on the cultural aspects of lean, the idea of moving away from a command-and-control environment to one where individual front line workers are “smartened up” (as opposed to dumbed down) to help drive improvements and to reduce waste.

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Mark Graban's passion is creating a better, safer, more cost effective healthcare system for patients and better workplaces for all. Mark is a consultant, author, and speaker in the "Lean healthcare" methodology. He is author of the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, as well as The Executive Guide to Healthcare Kaizen. His most recent project is an book titled Practicing Lean that benefits the Louise H. Batz Patient Safety Foundation, where Mark is a board member. Mark is also the VP of Improvement & Innovation Services for the technology company KaiNexus.

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